Card Services Specialist- Electronic Banking
Metro Credit Union, Chelsea, MA, United States
Card Services Specialist
The Card Services Specialist plays a critical role in delivering a seamless, accurate, and secure experience for members across all credit, debit, and ATM/ITM operations. This position serves as a trusted problem-solver, process expert, and key partner to both members and internal teams. The ideal candidate thrives in a fast-paced environment, demonstrates strong investigative skills, and is committed to exceptional service.
Responsibilities include operational processing, card dispute management, regulatory compliance, system troubleshooting, fraud monitoring, and ongoing collaboration across the organization.
What You'll Do
Be the Go-To Expert
Act as a subject matter expert for branch teams and internal partners requiring assistance with card, terminal, and transaction-related inquiries
Provide clear, timely, and accurate support for escalated member and employee issues
Support troubleshooting for plastics, terminals, phone queue escalations, and member outreach needs
Card Operations & Daily Processing
Review and process daily and monthly card operations reports, including card issuance, unposted transactions, returned plastics, returned credit card payments, address changes, regulatory compliance items, and other processor reports
Perform daily ATM settlement balancing and submit reconciled reports and adjustments to Accounting.
Monitor ATM/ITM deposits for red flags or suspicious activity and collaborate promptly with the Fraud team
Process and execute required tasks to support debit and credit card lifecycle management
Investigate & Resolve Member Issues & Disputes
Work directly with the card processor to initiate, research, troubleshoot, and resolve card and ATM transaction disputes
Open and manage cases with the card processor, ensuring accurate updates and system corrections
Ensure compliance with the Card Act, Visa regulations, Reg E, Reg Z, and internal policies
Complete all components of the dispute workflow, including:
Interview and intake
Transaction research
Chargeback processing
Merchant responses
Applicable monetary credit posting
Member communication
Troubleshooting and documentation
Cross-Functional Communication & Workflow Management
Monitor and complete incoming contact events, ATM eForms, and emails from internal departments throughout the day
Collaborate with colleagues enterprise-wide to ensure timely and accurate resolution of member-impacting issues
Provide clear and professional written and verbal communication
Support Team Success & Continuous Improvement
Participate in special projects and additional duties as assigned by management
Demonstrate adaptability as processes, technologies, and member needs evolve
Maintain awareness of operational risks and contribute to process improvement efforts
What You'll Bring
Education & Experience
High school diploma or equivalent required (strongly preferred)
Minimum of 2 years of banking, card operations, or financial services experience strongly preferred
Experience with debit and credit card processing systems an
operating platforms required
Skills & Competencies
Strong attention to detail with a focus on accuracy and risk awareness
Solid understanding of banking regulations, including Reg E, Reg Z, and the Card Act
Ability to learn and maintain knowledge of lending and compliance regulations
Excellent verbal and written communication skills
Strong problem-solving mindset with curiosity and initiative
Ability to prioritize tasks, manage workload, and remain focused under pressure
High comfort level with technology and frequent computer use
Card systems experience, including COCC Insight, Fiserv Card Services processing, and dispute processing systems
Demonstrated adaptability, dependability, teamwork, and service excellence
Work Environment
Primarily office-based; hybrid eligible after onboarding
Highly stationary role with extensive computer use
Hybrid Policy
Minimum of 3 days in-office per week
30 days in-office required for onboarding
Why Join Our Team
Comprehensive Benefits
Health, Dental, and Vision coverage for employees working a minimum of 20 hours per week; Metro provides assistance toward premiums and copays and offers 100% coverage on prescription copays
All staff eligible for an annual bonus and an annual (vesting) retention bonus
Three weeks of paid vacation per year and 11 paid holidays
401(k) with matching plan and Safe Harbor Plan
Metro contributes 3% regardless of employee contribution
Wellness incentives, Employee Assistance Program, Flexible Spending Account, Prescription Drug program, and a range of voluntary benefits (LTD, STD, AD&D)
Access to no-interest loans
$150 per quarter reimbursement for wellness and lifestyle expenses
Discounts on pet insurance
Growth & Development
Strong growth opportunities to achieve long-term career goals at Metro
Individual Development Plan
Position-related or job-related tuition assistance (one-year eligibility)
Superb in-house training programs
Growing, dynamic environment with a strong culture and an exceptional team of co-workers
Compensation Disclosure
$54,000
$73,000
The salary range listed provides a general guideline for this role. Compensation is based on experience, unique strengths, and the impact you are expected to make. In addition to base salary, we offer a comprehensive benefits package and additional perks that enhance total compensation.
About Metro Credit Union
Established in 1926, Metro Credit Union is the largest state-chartered credit union in Massachusetts, with 18 branches, more than 220,000 members, and $3.4 billion in assets. Metro is a high-performing, financially sound, not-for-profit financial cooperative owned by and operated for its members. Our mission is to help local individuals, businesses, and nonprofit organizations reach their goals by providing quality banking solutions that support economic vitality and strengthen the communities we serve.
The Card Services Specialist plays a critical role in delivering a seamless, accurate, and secure experience for members across all credit, debit, and ATM/ITM operations. This position serves as a trusted problem-solver, process expert, and key partner to both members and internal teams. The ideal candidate thrives in a fast-paced environment, demonstrates strong investigative skills, and is committed to exceptional service.
Responsibilities include operational processing, card dispute management, regulatory compliance, system troubleshooting, fraud monitoring, and ongoing collaboration across the organization.
What You'll Do
Be the Go-To Expert
Act as a subject matter expert for branch teams and internal partners requiring assistance with card, terminal, and transaction-related inquiries
Provide clear, timely, and accurate support for escalated member and employee issues
Support troubleshooting for plastics, terminals, phone queue escalations, and member outreach needs
Card Operations & Daily Processing
Review and process daily and monthly card operations reports, including card issuance, unposted transactions, returned plastics, returned credit card payments, address changes, regulatory compliance items, and other processor reports
Perform daily ATM settlement balancing and submit reconciled reports and adjustments to Accounting.
Monitor ATM/ITM deposits for red flags or suspicious activity and collaborate promptly with the Fraud team
Process and execute required tasks to support debit and credit card lifecycle management
Investigate & Resolve Member Issues & Disputes
Work directly with the card processor to initiate, research, troubleshoot, and resolve card and ATM transaction disputes
Open and manage cases with the card processor, ensuring accurate updates and system corrections
Ensure compliance with the Card Act, Visa regulations, Reg E, Reg Z, and internal policies
Complete all components of the dispute workflow, including:
Interview and intake
Transaction research
Chargeback processing
Merchant responses
Applicable monetary credit posting
Member communication
Troubleshooting and documentation
Cross-Functional Communication & Workflow Management
Monitor and complete incoming contact events, ATM eForms, and emails from internal departments throughout the day
Collaborate with colleagues enterprise-wide to ensure timely and accurate resolution of member-impacting issues
Provide clear and professional written and verbal communication
Support Team Success & Continuous Improvement
Participate in special projects and additional duties as assigned by management
Demonstrate adaptability as processes, technologies, and member needs evolve
Maintain awareness of operational risks and contribute to process improvement efforts
What You'll Bring
Education & Experience
High school diploma or equivalent required (strongly preferred)
Minimum of 2 years of banking, card operations, or financial services experience strongly preferred
Experience with debit and credit card processing systems an
operating platforms required
Skills & Competencies
Strong attention to detail with a focus on accuracy and risk awareness
Solid understanding of banking regulations, including Reg E, Reg Z, and the Card Act
Ability to learn and maintain knowledge of lending and compliance regulations
Excellent verbal and written communication skills
Strong problem-solving mindset with curiosity and initiative
Ability to prioritize tasks, manage workload, and remain focused under pressure
High comfort level with technology and frequent computer use
Card systems experience, including COCC Insight, Fiserv Card Services processing, and dispute processing systems
Demonstrated adaptability, dependability, teamwork, and service excellence
Work Environment
Primarily office-based; hybrid eligible after onboarding
Highly stationary role with extensive computer use
Hybrid Policy
Minimum of 3 days in-office per week
30 days in-office required for onboarding
Why Join Our Team
Comprehensive Benefits
Health, Dental, and Vision coverage for employees working a minimum of 20 hours per week; Metro provides assistance toward premiums and copays and offers 100% coverage on prescription copays
All staff eligible for an annual bonus and an annual (vesting) retention bonus
Three weeks of paid vacation per year and 11 paid holidays
401(k) with matching plan and Safe Harbor Plan
Metro contributes 3% regardless of employee contribution
Wellness incentives, Employee Assistance Program, Flexible Spending Account, Prescription Drug program, and a range of voluntary benefits (LTD, STD, AD&D)
Access to no-interest loans
$150 per quarter reimbursement for wellness and lifestyle expenses
Discounts on pet insurance
Growth & Development
Strong growth opportunities to achieve long-term career goals at Metro
Individual Development Plan
Position-related or job-related tuition assistance (one-year eligibility)
Superb in-house training programs
Growing, dynamic environment with a strong culture and an exceptional team of co-workers
Compensation Disclosure
$54,000
$73,000
The salary range listed provides a general guideline for this role. Compensation is based on experience, unique strengths, and the impact you are expected to make. In addition to base salary, we offer a comprehensive benefits package and additional perks that enhance total compensation.
About Metro Credit Union
Established in 1926, Metro Credit Union is the largest state-chartered credit union in Massachusetts, with 18 branches, more than 220,000 members, and $3.4 billion in assets. Metro is a high-performing, financially sound, not-for-profit financial cooperative owned by and operated for its members. Our mission is to help local individuals, businesses, and nonprofit organizations reach their goals by providing quality banking solutions that support economic vitality and strengthen the communities we serve.