Card Programs Specialist I — Cardholder Experience & Support

UW Credit Union; Alabama; Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Hybrid work environment: minimum 3 on‑

21.5 days annual time off

401k company match up to 5%

Discretionary bonus

Job summary

UW Credit Union invites applications for a Card Programs Specialist I to support debit/credit card products and ATMs, respond to inquiries, and partner with internal teams to ensure an excellent cardholder experience.

The role requires strong analytical and problem-solving skills, effective communication, and the ability to manage multiple tasks in a fast-paced setting. An associate's degree and 2–3 years of financial institution experience are expected, with a hybrid work arrangement.

Qualifications

• Associate's degree in Business or related field is required.
• 2-3 years of Financial Institution experience is required.
• 7 months - 1 year of Customer Service experience is preferred.

Responsibilities

• Accurately perform account and card maintenance.
• Take responsibility for monetary functions and balancing of appropriate GLs, including balance transfers, late fee refunds, payments, returned items, credit and cash advances and more.
• Process daily, weekly, and monthly debit card, credit card and ATM exception report and audits.
• Assist in maintaining procedures, and recommend improvements to increase productivity, performance, and efficiency.
• Research errors and issues. Collaborate with vendors, internal technical partners, and more senior Card Programs team members to reach resolution.
• Provide direct phone and e-mail support to members, MS&S, MSC, and other internal partners, delivering exceptional member service and personalized solutions.
• Solicit feedback, identify trends, and document opportunities to optimize the cardholder experience.
• Demonstrate sound judgement and creative problem solving to effectively resolve member concerns and issues.
• Develop internal help resources to support the acquisition and servicing of debit and credit cards.
• Maintain debit, credit, and ATM product, feature, and function expertise necessary to promote an exceptional cardholder experience.
• Process low-dollar, consumer dispute claims by gathering necessary information and documentation to acquire merchant credit or write off claims.
• Utilize appropriate systems to either maximize recovery rates or minimize cases that require dispute specialist intervention.
• Provide members with clear expectations throughout the dispute resolution process including the timeframes and outcome of the claim.
• Document decision making and investigation results lead to write-off claim resolutions.
• Collaborate with Loss Prevention, Member Solution Center and Member Sales and Service to support members through the dispute resolution process.
• Assume ownership of personal development through dialogs, participation in group initiatives and projects, and engagement with training.
• Explore development options including mentor/mentee relationships, and the use of tools such as the Leader of Self gap analysis and Individual Development Plan (IDP).
• Be a change agent: welcome innovation and collaborate with others to achieve departmental and organizational goals.
• Develop and maintain competency with internal resources, procedures, systems, and tools.
• Develop and maintain competency with VISA and PIN-based network rules, and Federal Regulations E and Z for dispute resolution processing.
• Strengthen the Credit Union's inclusive environment by engaging with ongoing DEI initiatives.
• Invite and accept feedback and provide upward feedback.

Skills

Investigative

Analytical

Organizational

Decision making

Problem solving

Customer service

Communication

Interpersonal

Teamwork

Adaptability

Microsoft Office

Education

Associate's degree in Business or related field

Tools

Microsoft Office

Job description

UW Credit Union invites applications for a Card Programs Specialist I to support debit/credit card products and ATMs, respond to inquiries, and partner with internal teams to ensure an excellent cardholder experience.

The role requires strong analytical and problem-solving skills, effective communication, and the ability to manage multiple tasks in a fast-paced setting. An associate's degree and 2–3 years of financial institution experience are expected, with a hybrid work arrangement.