Card Operations Representative

Job Title: Card Operations Representative
Status: Non-exempt
Reports to: Supervisor - Card Operations
Department: Card Operations
Job Code: 1510
Pay Range: $20.00 - $21.50 Hourly


WHO WE ARE:
Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of "people helping people." We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE:
You deliver reliable frontline operational support by providing accurate, timely, and professional servicing for credit and debit card programs, ensuring internal partners receive the information and resolutions they need to support members effectively across all service channels. You are a are a detail-oriented and service-driven operations professional who applies technical knowledge, sound judgment, and strong communication skills to research, resolve, and document card-related inquiries while maintaining compliance, data integrity, and member satisfaction. You collaborate across teams and systems to support daily production, resolve routine card servicing issues, and contribute to operational efficiency by following established procedures, escalating risks appropriately, and continuously building your knowledge of card products, processes, and regulations.

WHAT YOU'LL DO:

• Execute daily production tasks including general accounting, accurate transaction posting, reconciliation, and general ledger maintenance to ensure timely and compliant balancing within established guidelines.
• Maintain working knowledge of applicable state and federal regulations, including BSA/AML requirements, and apply them appropriately when completing card-related servicing tasks.
• Respond promptly, professionally, and accurately to internal staff inquiries, via chat, email, or phone, regarding credit and debit card accounts, transactions, card features, and promotional programs.
• Research and resolve servicing requests such as card orders, balance transfers, stop payments, fee adjustments, payment reversals, ATM deposit corrections, authorized user updates, general ledger out-of-balance items, escalating cases when necessary.
• Process check copy requests and returned item adjustments utilizing the Velera network, ensuring accuracy and adherence to operational controls.
• Handle routine chargebacks and good-faith adjustments in coordination with external financial institutions, following established procedures and timelines.
• Initiate payment requests to Accounts Payable for merchant credits related to closed or adjusted accounts, ensuring correct documentation and tracking.
• Review and validate data-change reports and apply appropriate security and verification protocols to maintain data integrity.
• Educate internal staff on card features, decline codes, card functionality, member-impacting processes, and best practices for account management.
• Collaborate with cross-functional teams such as Branch Support, Business Member Support, Fraud, Lending, Member Services, and external vendors to resolve servicing issues and ensure smooth operational workflows.
• Remain current on industry trends, regulatory changes, and card network updates to ensure operational accuracy and proactive awareness of changes impacting daily production.
• Participate in all required compliance, policy, and regulatory training, including completion of recurring online learning modules.
• Utilize key operational systems, including Client Central, DataSafe, Verafin, LoansPQ, eSign+, CW3, and Microsoft Office Suite, while maintaining accuracy, confidentiality, and audit readiness.
• Perform additional production activities as assigned, demonstrating flexibility, adaptability, and commitment to meeting department service levels.
• Monitor and promptly escalate high-volume, unusual, or suspicious activity within reconciliation and settlement accounts.
• Prepare, track, and respond to correspondence with financial institutions regarding reconciliation items, outstanding adjustments, or research inquiries.
• Maintain up-to-date desk procedures and reference documentation, ensuring accuracy, clarity, and alignment with current operational workflows.

QUALIFICIATIONS AND PREFERENCES:

• H.S. Diploma or General Education Degree (GED) or equivalent required
• 2+ years years in credit/debit card operations or financial services required
• 2+ years of customer service experience, ideally in banking, call center, or financial operations.

WHY JOIN US:
Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.

Please view the full job description detailing the complete list of duties and expectations for this role by clicking or copying this URL into your browser:

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS:
The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union's discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.

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