Card Operations - Card Operations Specialist

Card Operations Specialist

You execute complex card operations with precision and accountability, serving as a subject-matter expert who analyzes, reconciles, and resolves escalated credit and debit card transactions, settlement activity, and operational exceptions across multiple systems and networks. You are a technically proficient and analytical problem solver who applies deep knowledge of card processing, settlement rules, and regulatory requirements to protect data integrity, mitigate operational risk, and ensure accurate posting and reconciliation of card activity. You partner cross-functionally to strengthen operational performance, supporting Representatives through guidance and escalation support, contributing to procedure development and training, and driving continuous improvement initiatives that enhance efficiency, compliance, and the member experience.

Respond promptly and professionally to escalated members and internal inquiries related to credit and debit card transactions, accounts, servicing issues, and operational exceptions requiring specialized research and resolution.

Monitor card account activity, settlement reports, and network files to ensure adherence to internal controls, policies, procedures, and card network requirements.

Analyze, post, and validate daily VISA and Mastercard settlement activity for both consumer and business card portfolios, ensuring accurate posting to member and general ledger accounts.

Reconcile complex cardholder and GL activity, investigate discrepancies, and resolve issues such as incorrect postings, settlement variances, rebate transactions, and system mismatches.

Process advanced adjustments and conduct detailed research on issues such as missing or duplicate payments, declined or failed transactions, card orders, fee and payment reversals, stop payments, limit changes, balance transfers, ATLP items, and merchant credits for closed accounts.

Manage returned check adjustments, chargebacks, ATM/debit deposit discrepancies, and check copy requests, ensuring accuracy, timeliness, and alignment with network and regulatory requirements.

Resolve escalated issues involving authorized users, corporate card payments, automatic loan payments, and complex account configurations requiring elevated technical knowledge.

Collaborate extensively with internal business partners and external financial institutions to address escalated concerns and deliver complete, accurate resolutions that support member experience and operational integrity.

Educate team members, including Representatives, on card features, decline codes, fraud prevention principles, servicing best practices, and operational procedures to ensure consistent, high-quality support.

Maintain and enhance departmental procedures and reference documentation, ensuring alignment with updated operational requirements, Network Operating Rules, and regulatory changes.

Assist in developing, revising, and implementing policies and procedures related to credit and debit card operations, contributing expertise toward risk mitigation, efficiency, and service improvements.

Participate in and support delivery of training programs, including assisting with onboarding of new team members and reinforcing ongoing staff development.

Support the Sr. Card Operations Specialist by contributing to department monitoring, quality reviews, operational audits, and controls testing to ensure compliance and operational readiness.

Lead or contribute to process improvement initiatives, identifying inefficiencies, recommending solutions, and helping implement workflow enhancements to strengthen department performance.

Demonstrate full proficiency in internal systems—including Client Central, DataSafe, Verafin, LoansPQ, eSign+, CW3, and others—to troubleshoot issues, validate data, and support operational continuity.

Perform all research requests related to settlement activity, ensuring timely, accurate, and well-documented findings for internal reviewers, leadership, and audit partners.

Support Card Operations Representatives by serving as an escalation point, providing guidance, reviewing complex cases, and ensuring frontline accuracy and consistency.

Assist with department testing, system validation, and production verification during system updates, network changes, or new product rollouts.

Perform other duties as assigned to support operational excellence, compliance, and achievement of organizational goals.

H.S. Diploma or General Education Degree (GED) required

Associate's Degree in Business Administration, Finance, or a related field; OR an equivalent combination of education and related work experience.

3+ years in credit/debit card operations or financial services required

3+ years of customer service experience, ideally in banking, call center, or financial operations required