Card Services Specialist

Card Services Specialist

The Card Services Specialist plays a critical role in delivering a seamless, accurate, and secure experience for members across all credit, debit, and ATM/ITM operations. This position serves as a trusted problem-solver, process expert, and key partner to both members and internal teams. The ideal candidate thrives in a fast-paced environment, demonstrates strong investigative skills, and is committed to exceptional service.

Responsibilities include operational processing, card dispute management, regulatory compliance, system troubleshooting, fraud monitoring, and ongoing collaboration across the organization.

What You'll Do

Be the Go-To Expert

• Act as a subject matter expert for branch teams and internal partners requiring assistance with card, terminal, and transaction-related inquiries
• Provide clear, timely, and accurate support for escalated member and employee issues
• Support troubleshooting for plastics, terminals, phone queue escalations, and member outreach needs

Card Operations & Daily Processing

• Review and process daily and monthly card operations reports, including card issuance, unposted transactions, returned plastics, returned credit card payments, address changes, regulatory compliance items, and other processor reports
• Perform daily ATM settlement balancing and submit reconciled reports and adjustments to Accounting.
• Monitor ATM/ITM deposits for red flags or suspicious activity and collaborate promptly with the Fraud team
• Process and execute required tasks to support debit and credit card lifecycle management

Investigate & Resolve Member Issues & Disputes

• Work directly with the card processor to initiate, research, troubleshoot, and resolve card and ATM transaction disputes
• Open and manage cases with the card processor, ensuring accurate updates and system corrections
• Ensure compliance with the Card Act, Visa regulations, Reg E, Reg Z, and internal policies
• Complete all components of the dispute workflow, including:
• Interview and intake
• Transaction research
• Chargeback processing
• Merchant responses
• Applicable monetary credit posting
• Member communication
• Troubleshooting and documentation

Cross-Functional Communication & Workflow Management

• Monitor and complete incoming contact events, ATM eForms, and emails from internal departments throughout the day
• Collaborate with colleagues enterprise-wide to ensure timely and accurate resolution of member-impacting issues
• Provide clear and professional written and verbal communication

Support Team Success & Continuous Improvement

• Participate in special projects and additional duties as assigned by management
• Demonstrate adaptability as processes, technologies, and member needs evolve
• Maintain awareness of operational risks and contribute to process improvement efforts

What You'll Bring

Education & Experience

• High school diploma or equivalent required (strongly preferred)
• Minimum of 2 years of banking, card operations, or financial services experience strongly preferred
• Experience with debit and credit card processing systems an
• operating platforms required

Skills & Competencies

• Strong attention to detail with a focus on accuracy and risk awareness
• Solid understanding of banking regulations, including Reg E, Reg Z, and the Card Act
• Ability to learn and maintain knowledge of lending and compliance regulations
• Excellent verbal and written communication skills
• Strong problem-solving mindset with curiosity and initiative
• Ability to prioritize tasks, manage workload, and remain focused under pressure
• High comfort level with technology and frequent computer use
• Card systems experience, including COCC Insight, Fiserv Card Services processing, and dispute processing systems
• Demonstrated adaptability, dependability, teamwork, and service excellence

Work Environment

• Primarily office-based; hybrid eligible after onboarding
• Highly stationary role with extensive computer use

Hybrid Policy

• Minimum of 3 days in-office per week
• 30 days in-office required for onboarding

Why Join Our Team

Comprehensive Benefits

• Health, Dental, and Vision coverage for employees working a minimum of 20 hours per week; Metro provides assistance toward premiums and copays and offers 100% coverage on prescription copays
• All staff eligible for an annual bonus and an annual (vesting) retention bonus
• Three weeks of paid vacation per year and 11 paid holidays
• 401(k) with matching plan and Safe Harbor Plan Metro contributes 3% regardless of employee contribution
• Wellness incentives, Employee Assistance Program, Flexible Spending Account, Prescription Drug program, and a range of voluntary benefits (LTD, STD, AD&D)
• Access to no-interest loans
• $150 per quarter reimbursement for wellness and lifestyle expenses
• Discounts on pet insurance

Growth & Development

• Strong growth opportunities to achieve long-term career goals at Metro
• Individual Development Plan
• Position-related or job-related tuition assistance (one-year eligibility)
• Superb in-house training programs
• Growing, dynamic environment with a strong culture and an exceptional team of co-workers

Compensation Disclosure

$54,000 $73,000

The salary range listed provides a general guideline for this role. Compensation is based on experience, unique strengths, and the impact you are expected to make. In addition to base salary, we offer a comprehensive benefits package and additional perks that enhance total compensation.

About Metro Credit Union

Established in 1926, Metro Credit Union is the largest state-chartered credit union in Massachusetts, with 18 branches, more than 220,000 members, and $3.4 billion in assets. Metro is a high-performing, financially sound, not-for-profit financial cooperative owned by and operated for its members. Our mission is to help local individuals, businesses, and nonprofit organizations reach their goals by providing quality banking solutions that support economic vitality and strengthen the communities we serve.