Card Services Specialist II

GENERAL SUMMARY

The Card Services Specialist II is responsible for performing a variety of functions for Card Services, which includes all credit union card products, Mastercard Debit and Credit, and our ATM and IBK terminals. These functions may include but are not limited to the following: processes of charge-off packages and disputes in accordance with Regulation E and Regulation Z, handling all IBK transaction matters including card maintenance and exception posting(s). Troubleshooting issues with card denials, processing all returned cards via US mail, and settlement of all transactions related to accrued interest, u Choose Rewards and payment processing for the Credit Card portfolio, including supporting cardholder servicing needs such as credit limit maintenance.

Supports the back-office customer account maintenance and servicing functions, provides oversight and monitoring of deposit accounts and card related transactions for unusual activity, hence, escalating fraud related matters by reviewing third party alert(s) and making recommendations based on fraud trends, and if applicable facilitate card reissuance. Performs the job functions of other Card Services Specialist during periods of time when staffing coverage is required.

MAJOR RESPONSIBILITIES

1. Monitors and processes in accordance with our internal risk policies and third-party and internal alerts related to fraud /fraud trends. Collaborates with Risk / Security to maintain card statuses (restrict / close) suspect cards based on potential fraud.
2. Oversees the Dispute Expert application / case management solution and partners with Fiserv Card Services for case management and processing close out packages related to Dispute Expert service cases.
3. Monitors Enfact Cases to close cases and or investigate potential trends. Works as the liaison with our Fiserv Risk analyst for further investigation including trends and member notification and remediation.
4. Oversee the fraud strategy rule(s) to ensure the credit union stay abreast of trends and regulatory changes.
5. Tracks the debit - credit card / ATM - IBK general ledger loss and provides monthly updates to management on the pattern(s) and growth(s) of loss.
6. Processes on-us disputes and prepares and processes Regulation E chargeback entries based on due diligence / research. Applies provisional credit, as necessary, by debiting the Debit and/or Credit Card Chargeback GL, and ensuring an entry is catalogued in the Access Database.
7. Monitors and manages the GL reconciliation and settlement / adjustments (posting necessary adjustments to members/ nonmember accounts) related General Ledger accounts.
8. Performs quality control for the digital storage of documentation related to daily card settlement, charge off packages, ATM/IBK settlement and other payment processing functions.
9. Responds to questions, works directly with and/or provides information upon request from members (internal and external).
10. Performs a variety of Card Services administrative tasks to ensure card issuance meets quality control standards, card exclusions are adhered to, and replacement card orders are completed, including processing card orders and rush orders, credit limit maintenance and funds to secure card in accordance with established procedures and controls.
11. Assists with departmental related audits related to Deposit Operations (Card Services), including the annual completion of risk assessments.

1. Assists in testing new core system applications/modules as well as new releases for existing modules including performing release management, new products/services, etc.
2. Works collaboratively with the Learning and Development department related to new hire onboarding and refresher training related to Operations functions.
3. Stays abreast of applicable federal and state rules and regulations related to Reg E, Reg Z, Reg CC, TISA, Accel network rules, Visa mandates, and legislations that may impact the Credit Unions programs.
4. Performs other operations and clerical related duties as assigned by the Card Services Manager and/or First Vice President of Operations.

QUALIFICATIONS:

Education

High School diploma or equivalent (GED) education required. Some college level accounting courses are desired.

Experience/Skills/Knowledge:

1. Minimum of 5+year financial institution operations experience required, 2+ years in Card Services preferred.
2. Prior experience in a call center / contact center or client facing environment in the banking industry required.
3. Prior experience in Fraud or Non-Fraud Claims back-office investigations preferred.
4. Demonstrated knowledge of deposit account regulations and compliance requirements required, including applicable Mastercard regulations as they relate to debit and credit card programs.
5. Excellent verbal, written, telephone and interpersonal communication skills required. Must have the ability to communicate clearly and precisely, listen carefully and asks questions to clarify understanding.
6. Strong member/customer service orientation required in alignment with the credit union's mission and core
7. Experience working in a team-oriented, collaborative environment required.
8. Must have the ability to handle simultaneously, multiple tasks and changing Must have the ability to work independently.
9. Must have demonstrated analytical, organizational, problem-solving and time management skills.
10. PC proficiency, including Microsoft Office (Word, Excel, Teams, PPT), the Internet required.
11. Travel may be required.

ABOUT US:

Navigant Credit Union puts people first. Since 1915, we've helped Rhode Islanders build stronger financial futures-and today with $4 billion in assets, we're the state's largest credit union and one of New England's most trusted.

Our award‑winning culture-recognized as Rhode Island's Best Place to Work-is rooted in our Core Values: Leadership, Unity, Caring, Integrity. They guide how we serve members and how we support each other.

We invest in our team with standout growth opportunities and a best‑in‑class benefits package, including comprehensive health coverage, a generous 401(k) match, tuition reimbursement, competitive pay, and paid volunteer days.

If you're looking for meaningful work and a mission‑driven team, explore our open roles and grow with us.