Card Services Specialist

Card Services Representative

Under general supervision, this role supports cardholders and internal employees with basic inquiries, requests, and issue resolution related to debit cards, credit cards, ATM cards, and mobile wallet services.

This position is responsible for processing routine card service requests, assisting with dispute intake and tracking, and ensuring timely and accurate completion of operational tasks while delivering a high level of customer service.

The role is designed to build foundational knowledge of card services operations and will cross-train across key functions within the department.

Major Duties and Essential Functions

• Embraces the core values of Texans CU including excellence, people, integrity, and collaboration.
• Provide member service support to members and internal staff by responding to card-related inquiries via phone, email, and internal systems
• Process routine card maintenance, including card orders and replacements, balance transfers (basic processing), and authorized user updates
• Assist with debit and credit card dispute intake: Collect and review required documentation, log cases into tracking systems, and escalate complex issues to senior team members
• Monitor and update dispute tracking logs and vendor updates under guidance
• Conduct basic research on card transactions to support member inquiries
• Process daily reports and identify items requiring review or escalation
• Assist with preparation and distribution of standard member communications (e.g., provisional credit letters)
• Support mobile wallet activation and respond to general usage questions
• Collaborate with internal departments and escalate issues when appropriate
• Maintain accurate records in accordance with procedures and service level expectations
• Cross-train within Card Services functions to build knowledge and capability
• Assist with credit card audits and chargebacks as needed
• Perform other duties as assigned

Positions Directly Supervised:

None

Grade 6

Requirements

Specific knowledge, skills, and abilities required for this position:

• Basic proficiency in Microsoft Office (Outlook, Word, Excel)
• Strong customer service orientation and communication skills
• Ability to follow detailed procedures and ensure accuracy
• Strong organizational and time management skills
• Problem-solving skills with the ability to escalate appropriately
• Ability to manage multiple tasks in a fast-paced environment
• Willingness to learn card operations, fraud, and dispute processes
• Ability to build professional relationships with members, peers, and vendors

Education:

High school diploma or GED.

Experience:

• 13 years of customer service or financial institution experience preferred
• Exposure to banking, call center, or card services operations preferred