Card Services Specialist

Card Services Specialist We are guided by our IDEA principles - Inclusion, Diversity, Equity, and Accessibility - to support a workforce that reflects our community. Our principles support Greylock's mission and our goals of building a diverse workforce - reflecting multiple identities - and supporting the diverse communities we serve. We strive to ensure that the spaces in which we work and community members we engage are inclusive, while also upholding our cultural standards of psychological safety, respect, and collaboration in every interaction. The Card Services Specialist supports the delivery, maintenance, and monitoring of Greylock's debit and credit card services. This role manages daily settlement reconciliations, fraud and dispute resolution, Regulation E compliance, and card issuance while acting as a liaison between the Credit Union, vendors, and internal staff. The position also contributes to department documentation, compliance readiness, and service optimization initiatives. Essential Functions & Responsibilities: 1. Reconciles daily credit and debit card settlement activity; identifies and resolves discrepancies and escalates unresolved variances. 2. Initiates and tracks service tickets with third-party card processors and hardware/software providers; documents follow-up and communicates updates. 3. Places card orders and reorders through the plastic provider; ensures timely and accurate member delivery and supports instant issue coordination. 4. Responds to internal staff and member inquiries regarding card transactions, declines, limits, and card access issues. 5. Supports the development and updating of internal procedures and provides peer training on card systems and support functions. 6. Assists in monitoring card-related compliance and recommends process updates in alignment with regulatory requirements. 7. Completes document and research requests such as card statements or transaction confirmations. 8. Provides backup support across Operations functions and participates in department-wide service initiatives. The above is a description of the ordinary duties of the position. It should be expected that from time to time other duties, both related and unrelated to the above, may be assigned and, therefore, required. Performance Measurements: 1. Card settlement reconciliations are accurate, timely, and documented according to internal standards. 2. Card orders and reorders, including instant-issue coordination, are processed accurately and within established SLAs; delivery exceptions are tracked and resolved. 3. Internal and member support requests are handled efficiently with strong communication. 4. Service requests and vendor communications are timely, professional, and well-documented. 5. Policy updates, training, and quality control support contribute to consistent service across the department. 6. Upholds Greylock's cultural standards by fostering respect, inclusion, psychological safety, and collaboration in all interactions. Knowledge and Skills: Experience: Six to twelve months of member service, operations, or card servicing experience required. Education: High school diploma or equivalent required. Interpersonal Skills: Strong organizational and communication skills; customer-focused with a problem-solving mindset. Technical/Other Skills: Proficiency in Microsoft Office; experience with card processing systems and service request platforms preferred. Physical Requirements: Must be able to lift up to 50 pounds for card supply handling or mail distribution. Frequent computer use for transaction and report review. Work Environment: Office-based with structured scheduling. Collaborative environment with cross-functional service responsibilities. Salary Range: The salary range for this role is (min)$20.00 to (mid)$23.51 per hour. This is the salary range we in good faith believe we would pay for this role at the time of this posting. We may pay more than the posted range for exceptionally qualified individuals. An employee's pay position within the pay band will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience (job and life), skills (specific and transferable), seniority, performance, and business organizational needs. This range may also be modified in the future. Sign-on Bonus $1,500 Benefits that work: Greylock offers competitive benefits and a range of opportunities to grow your career. Choose from two comprehensive medical plan options, along with FSA Medical/Dependent Care, HSA/HRA, dental, vision, and wellness benefits. Additionally, our generous benefits package includes 401k plans with employer match and employer pension contributions, PTO, employee incentive plans, and an opportunity for profit sharing. Greylock offers employer paid life insurance along with both short- and long-term disability. Per an individual's need, additional life, accident, critical illness benefits, and pet insurance, may also be elected.

Created: 2026-03-04