Card Services Rep II

Job Description

Job Description

For almost 90 years, Financial Partners Credit Union has provided banking services to Californians . With generally lower loan rates, higher savings rates, and lower fees than the big banks, we emphasize value while delivering the highest levels of service to our members.

What makes us different from a bank? Part of it is our not-for-profit, cooperative structure. Financial Partners is owned by our members, not Wall Street, so we’re committed to doing what’s best for you, rather than the bottom line.

At the same time, we truly believe that focusing on service and member satisfaction is the right thing to do. Our members aren’t just figures on a balance sheet— our mission is to build lifetime financial partnerships.

Since our humble beginnings, we're over $2.2 billion in assets, with 93,000 members, and branches across California, from South San Francisco to San Diego. But one thing hasn’t changed since eight aviation workers pooled $900 in 1937 to launch Financial Partners: our focus on saving money, making money, and saving time for our members.

About the Role:

The Card Services Representative II plays a critical role in delivering exceptional customer service and support related to credit and debit card products. This position is responsible for managing complex customer inquiries, resolving disputes, and providing detailed information about card features, transactions, and policies. The role requires a thorough understanding of card services operations, compliance standards, and fraud prevention measures to ensure customer satisfaction and protect company assets. The Card Services Rep II acts as a liaison between customers and internal departments to facilitate timely issue resolution and maintain positive relationships. Ultimately, this position contributes to the overall success of the card services team by enhancing customer experience and supporting operational efficiency.

Minimum Qualifications:

• High school diploma or equivalent required; associate degree or higher preferred.
• Minimum of 2 years experience in a banking or card services environment.
• Strong knowledge of credit and debit card products, transaction processing, and dispute resolution.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced environment while maintaining attention to detail and accuracy.

Preferred Qualifications:

• Experience with card services software and CRM systems.
• Familiarity with regulatory requirements such as PCI DSS and consumer protection laws.
• Previous experience in fraud detection and prevention.
• Proficiency in data entry and case management tools.
• Additional certifications related to banking or card services.

Responsibilities:

• Respond promptly and professionally to customer inquiries regarding card accounts, transactions, billing, and disputes via phone, email, or chat.
• Investigate and resolve complex card-related issues, including fraud alerts, unauthorized transactions, and account discrepancies.
• Educate customers on card features, benefits, and security protocols to promote responsible card usage and prevent fraud.
• Collaborate with internal teams such as fraud prevention, billing, and compliance to ensure accurate and timely resolution of customer concerns.
• Document all customer interactions and case details accurately in the system to maintain comprehensive records and support audit requirements.

Skills:

The required skills enable the Card Services Rep II to effectively communicate with customers, analyze transaction data, and resolve complex issues efficiently. Strong problem-solving abilities and attention to detail are essential for investigating disputes and identifying potential fraud. The preferred skills, such as familiarity with regulatory standards and specialized software, enhance the representative's capability to ensure compliance and streamline case management. Effective use of CRM and data entry tools supports accurate documentation and follow-up actions. Together, these skills empower the representative to deliver high-quality service while safeguarding both customer interests and company assets.