Card Services Specialist II

SUMMARY:

The Card Services Specialist II performs daily operational activities to support the Banks' card programs, including card processing, maintenance, dispute intake, and fraud claim support. The Specialist II ensures accuracy, compliance, and timely completion of assigned functions while providing support to branches, customers, and other departments. This role demonstrates solid operational knowledge and works under moderate supervision, contributing to the department's efficiency and compliance with regulatory standards.

ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES:

Card Operations

• Process daily card transactions and maintenance requests, including card issuance, replacements, and status updates.
• Review daily settlement reports, identify exceptions, and ensure accurate posting of corrections.
• Monitor processing queues and report system or vendor issues.
• Assist with balancing and reconciliation of card-related general ledger accounts.
• Provide operational support for card programs.

Fraud Monitoring & Risk Support

• Monitor daily card fraud reports and alert queues for unusual activity.
• Record and document fraud cases in accordance with Bank policy and Regulation E.
• Assist with customer communication regarding unauthorized transactions.
• Escalate complex fraud or system issues to Specialist III or the Card Services Manager.

Dispute Processing & Regulation E

• Receive and log cardholder dispute claims for review and resolution.
• Gather necessary documentation and assist in tracking Regulation E timelines.
• Process provisional credits and reversals in accordance with established procedures.
• Maintain organized dispute files and assist with reporting as requested.

Reporting & Recordkeeping

• Prepare daily and monthly reports for card activity, dispute claims, and fraud tracking.
• Maintain departmental logs and ensure proper retention of operational documents.
• Support audit requests and assist with testing system changes or updates.

Customer & Internal Support

• Provide timely and accurate responses to inquiries from branch and contact center staff.
• Deliver courteous and professional assistance to customers regarding card issues.
• Participate in training and cross-training initiatives to broaden departmental knowledge.

Qualifications

Education & Certifications:

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• Minimum two years of banking or payment operations experience, preferably in card or deposit operations.
• Familiarity with Regulation E, VISA/Mastercard debit rules, and card dispute processes.
• ABA Payments System Suite or related coursework preferred (or obtained within 6 months of hire).

Knowledge, Skills & Abilities:

• Strong attention to detail and accuracy.
• Working knowledge of core banking and card processing systems.
• Good organizational and time management skills.
• Ability to interpret basic compliance requirements and follow established procedures.
• Proficiency in Microsoft Excel, Word, and Outlook.
• Strong customer service orientation and communication skills.
• Must have cyber security awareness to protect the digital environment, the Bank, and customers

COMPETENCIES:

• Accuracy & Attention to Detail
• Problem Solving
• Team Collaboration
• Regulatory Awareness
• Accountability
• Service Orientation