Card & Wire Specialist

Energy Capital Credit Union•Houston, TX

About The Position

The primary role of this position is to support the operational effectiveness of domestic and international wire transfers, as well as debit and credit card services. To accomplish this, the role serves as the primary point of contact for wire-related inquiries and escalations, manages all incoming wire requests, and ensures accurate and compliant processing across both domestic and international channels. The role also provides advanced support for card-related issues, including ordering new or replacement cards for lost or stolen cards, conducting detailed research, assisting with reporting, and partnering with internal teams and external vendors to resolve complex member concerns. This position ensures accuracy, compliance, and exceptional service across essential electronic payment channels within the credit union. This role is responsible for maintaining compliance with all required regulations and policies, including, but not limited to, Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) policies, procedures, and regulations.

Requirements

High school diploma or GED.
A commitment to delivering friendly, professional, and accurate service to members, vendors, and associates.
Strong attention to detail and the ability to follow established policies, procedures, and regulatory requirements.
Reliability, punctuality, and consistent attendance.
A team-focused mindset with a desire to support branch goals, sales performance, and financial objectives.
Alignment with our company culture and commitment to internal and external service standards.

Responsibilities

Manage the daily incoming/outgoing wires, ensuring all requests are received, accurate organized, and prioritized for timely processing.
Perform verification callbacks and monitor wire queues to ensure timely and accurate execution.
Serve as the primary internal resource for wire-related questions and escalations.
Provide procedural guidance to staff and assist in resolving operational issues.
Identify opportunities to enhance processes, strengthen controls, and mitigate risk.
Provide first and/or second level support for normal maintenance, exceptions and escalated debit and credit card issues as they arise.
Research and resolve complex cardholder concerns, including disputes, declines, fraud activity, and lost/stolen items.
Communicate resolutions clearly to internal teams and support staff.
Initiate, track, and follow up on support tickets with card processors, networks, and external vendors.
Coordinate with internal & external partners to resolve transactional issues, system errors, and member-impact incidents to recommend process improvements.
Assist with reporting, quality reviews, and audits related to wire activity/card programs.
Support card portfolio operations, including daily/monthly/quarterly and yearly reporting, data analysis, and routine operational research & tasks.