Card Services Specialist
Capital Credit Union, Green Bay, WI, United States
Card Services Specialist
Uphold the Credit Union's mission of 'We do the right thingone member, one employee, and one experience at a timeto strengthen the communities we serve,' by serving as a steward of the Credit Union's assets and our members through card services, research, and collaboration. This role ensures card functionality operates at its highest level while maintaining compliance and delivering a top of wallet member experience. Additional responsibilities include providing card related support to members and internal teams.
Card Operations & Processing:
Review and process daily card orders.
Monitor exceptions, declines, and unusual activity.
Research posting issues, reversals, and adjustments.
Support settlement and balancing activities, as needed.
Fraud Support:
Review fraud alerts and take appropriate action (blocking cards, reissuing).
Partner with Fraud team on investigations and escalations.
Assist with fraud related documentation and member communication.
Ensure timely response to suspected or confirmed card fraud.
Member & Internal Support:
Provide card related support to branches, contact center, and members.
Resolve issues related to: Declines, Merchant disputes, Travel notifications, Card limits and controls
Compliance & Risk Management:
Ensure compliance with: Regulation E (debit cards), Regulation Z (credit cards), Network rules (Visa, Mastercard, etc.)
Follow documented procedures and control requirements
Maintain audit ready documentation and case notes.
Support internal audits, exams, and regulatory requests.
Vendor & System Coordination:
Work within card processing platforms and related systems.
Coordinate with vendors for: Card production issues, Network disputes, System outages or file issues.
Escalate technical or operational issues as needed
Necessary Experience and Qualifications:
Education:
High school diploma required; technical school or some college training preferred.
Experience:
Three to six months of experience in transaction processing or related banking functions.
One year of excellent Customer Service experience.
Well-versed in deposit accounts, deposit operations, and compliance, acquired through coursework or on-the-job experience.
Exercises independent judgment within established procedures and escalates higher-risk or complex issues as appropriate.
Ability to troubleshoot and provide actionable recommendations.
Technical Skills:
Proficiency in operating core computer systems, document archive systems, email platforms, and software like Word and Excel.
Knowledge of ATM network preferred.
Skills:
Attention to detail and strong analytical abilities to research and resolve complex issues.
Effective communication and interpersonal skills to handle member interactions professionally in stressful situations.
Ability to exercise independent judgment and decision-making when addressing member concerns
Work Environment and Physical Requirements:
Office environment with moderate level of noise
Frequent use of telephone, copier, computer, fax machine and other office machines
Prolonged sitting or standing
Frequent mental and visual concentration
Minimal lifting of up to 25 pounds
NOTE: This job has the potential to periodically work remotely contingent upon supervisor approval but is not a work from home eligible position. When working remotely it is necessary to follow our Remote Work / Work from Home Policy.
The above statements are intended to describe the general nature and level of the work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, or requirements.
Capital Credit Union is an Equal Opportunity Employer. We participate in E-Verify. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.
Uphold the Credit Union's mission of 'We do the right thingone member, one employee, and one experience at a timeto strengthen the communities we serve,' by serving as a steward of the Credit Union's assets and our members through card services, research, and collaboration. This role ensures card functionality operates at its highest level while maintaining compliance and delivering a top of wallet member experience. Additional responsibilities include providing card related support to members and internal teams.
Card Operations & Processing:
Review and process daily card orders.
Monitor exceptions, declines, and unusual activity.
Research posting issues, reversals, and adjustments.
Support settlement and balancing activities, as needed.
Fraud Support:
Review fraud alerts and take appropriate action (blocking cards, reissuing).
Partner with Fraud team on investigations and escalations.
Assist with fraud related documentation and member communication.
Ensure timely response to suspected or confirmed card fraud.
Member & Internal Support:
Provide card related support to branches, contact center, and members.
Resolve issues related to: Declines, Merchant disputes, Travel notifications, Card limits and controls
Compliance & Risk Management:
Ensure compliance with: Regulation E (debit cards), Regulation Z (credit cards), Network rules (Visa, Mastercard, etc.)
Follow documented procedures and control requirements
Maintain audit ready documentation and case notes.
Support internal audits, exams, and regulatory requests.
Vendor & System Coordination:
Work within card processing platforms and related systems.
Coordinate with vendors for: Card production issues, Network disputes, System outages or file issues.
Escalate technical or operational issues as needed
Necessary Experience and Qualifications:
Education:
High school diploma required; technical school or some college training preferred.
Experience:
Three to six months of experience in transaction processing or related banking functions.
One year of excellent Customer Service experience.
Well-versed in deposit accounts, deposit operations, and compliance, acquired through coursework or on-the-job experience.
Exercises independent judgment within established procedures and escalates higher-risk or complex issues as appropriate.
Ability to troubleshoot and provide actionable recommendations.
Technical Skills:
Proficiency in operating core computer systems, document archive systems, email platforms, and software like Word and Excel.
Knowledge of ATM network preferred.
Skills:
Attention to detail and strong analytical abilities to research and resolve complex issues.
Effective communication and interpersonal skills to handle member interactions professionally in stressful situations.
Ability to exercise independent judgment and decision-making when addressing member concerns
Work Environment and Physical Requirements:
Office environment with moderate level of noise
Frequent use of telephone, copier, computer, fax machine and other office machines
Prolonged sitting or standing
Frequent mental and visual concentration
Minimal lifting of up to 25 pounds
NOTE: This job has the potential to periodically work remotely contingent upon supervisor approval but is not a work from home eligible position. When working remotely it is necessary to follow our Remote Work / Work from Home Policy.
The above statements are intended to describe the general nature and level of the work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, or requirements.
Capital Credit Union is an Equal Opportunity Employer. We participate in E-Verify. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.