Card Services Representative

Position:
Card Services Representative

Location:

330 Rush Alley

suite 500

Columbus, OH

Job Id:
1170

# of Openings:
1

Formed in 1934, Telhio began as a credit union for Columbus Telephone Company (now AT&T) employees. Telhio now serves over 70,000 member-owners throughout central and southwest Ohio. As one of the largest credit unions in Ohio, Telhio is a strong financial institution that continues to serve its members through extraordinary service, innovative financial solutions and community involvement. After generations of service and growth, we never lose focus of our three core values - Caring, Commitment, and Integrity.



Position Summary:
The Card Services Representative plays a critical role in ensuring seamless debit card operations and support within Telhio Credit Union. This position is responsible for handling debit card dispute intake both electronically and via phone, managing card issuance processes, ensuring timely reconciliations in partnership with the Accounting team, and providing support to internal staff. The role also demands high attention to detail, adherence to regulatory requirements, and a strong commitment to member service, staff support, and compliance.



Responsibilities:

• Receive, document, and intake debit card disputes submitted electronically or via phone.
• Ensure disputes are handled timely and in accordance with Regulation E (Electronic Funds Transfer Act) and internal dispute processing procedures.
• Process returned debit cards and maintain accurate records of undeliverable or unclaimed cards.
• Manage and fulfill rush card requests in coordination with core database and card vendor.
• Maintain the instant issue portfolio, ensuring inventory is managed and cards are properly activated.
• Handle Central Card Issuance via daily FTP file uploads to card production vendor.
• Perform daily settlement reconciliation to ensure transaction accuracy across card platforms.
• Conduct audits of debit card disputes and related activities to ensure compliance and accuracy.
• Oversee provisioning and maintenance of debit cards in digital wallets (i.e.: Apple Pay, Google Pay, and Samsung Pay)
• Assist members and staff with wallet setup issues, tokenization failures, and other provisioning inquiries.
• Respond to internal staff inquiries via email and phone regarding card-related issues.
• Ensure required reports and assigned tasks are accurately completed in a timely manner.
• Actively participate in ongoing training, certification programs, and professional development opportunities to remain knowledgeable about updates in financial regulations, fraud trends, and network rules.
• Provide accurate and timely support to branch and Contact Center staff on card processes and dispute handling.
• Demonstrates professionalism in dress, tone, flexibility, and communication, aligning with the credit union's core values.
• Ensure data security and privacy practices are upheld in all aspects of card handling and digital provisioning.

Education/Experience

• High school diploma or equivalent required; associate or bachelor's degree preferred.
• 2+ years of experience in banking, credit union operations, or card services required.
• Knowledge of debit card processing and disputes required.

Skills/Abilities

• Strong understanding of Regulation E and other applicable financial regulations; including the Consumer Financial Protection Bureau (CFPB).
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Ability to work independently and collaboratively across departments.
• Proficiency with Microsoft Office Suite (Excel, Outlook, Word) and applicable business equipment.
• Strong research and problem-solving skills.

What you will earn:

• Competitive salary
• Opportunity to earn incentive and bonus
• Benefits: several medical plan options, dental, free vision, free life and free disability insurance
• Additional financial incentive programs for employees enrolled in our insurance
• 6% matching and immediately vested 401(k) plan
• Generous schedule for 14 paid holidays, vacation and personal time for a healthy work-life balance
• Opportunity for personal career growth, continued education and mentorship programs
• Volunteer opportunities impacting the local community

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position requires sitting; some reaching; frequent standing and walking; some stooping or kneeling. The employee must occasionally lift and move up to 50 pounds.

This is a Non-Collective Bargaining Unit

Telhio is an Equal Opportunity Employer

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