Card Services - Card Services Specialist

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 needing 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/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 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 Bring: Education & Experience High school diploma or equivalent required (strongly preferred). Minimum 2 years of banking, card operations, or financial services experience strongly preferred. Experience with debit and credit card processing systems and operating platforms required. Skills & Competencies Strong attention to detail with a focus on accuracy and risk awareness. Basic 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. Cards system experience 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 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 minimum of 20 hours/week; Metro provides assistance toward premiums and copays and provides 100% coverage on prescription copays. All staff eligible for annual bonus and annual (vesting) retention bonus 3 weeks paid vacation per year; 11 paid holidays 401(k) with matching plan and Safe Harbor Plan Metro contributes 3% regardless of your contribution Wellness Incentives; Employee Assistance Program; Flexible Spending Account; Prescription Drug program and range of voluntary benefits (LTD, STD, AD&D); access to no-interest loans; $150/Quarter reimbursements for wellness and lifestyle expenses Discounts on Pet Insurance Strong growth opportunities attain your long-term career goals at Metro Individual Development Plans Position-related or job-related tuition assistance (1 year eligibility) Superb in-house training programs Growing, dynamic environment with a strong culture and exceptional team of co-workers Compensation Disclosure: $47,000 to $63,000 The salary range listed gives a general idea of what we expect to offer. We consider your experience, unique strengths, and the impact you're likely to make in the role. On top of that, we offer a competitive benefits package and other perks that round out the total compensation

Created: 2026-03-04