Card Services Advisor

Signal Financial Federal Credit Union; Kensington (MD); Hybrid; USD 40,000 - 60,000; Full time

Job summary

A progressive credit union in Kensington, MD is seeking a Card Services Advisor to provide exceptional service and assist with card operations. Responsibilities include resolving member inquiries, processing transactions, and managing disputes. Candidates should have banking operations experience and effective communication skills, with a high school diploma and preferably a college degree. This role offers a hybrid work model with in-office days on Tuesdays, Wednesdays, and Thursdays.

Qualifications

• Two to five years of bank operations experience required.
• Ability to manage multiple tasks and conduct research.
• Current knowledge of consumer finance regulations.

Responsibilities

• Provide high-quality service to members regarding card operations.
• Resolve member inquiries, investigate disputes, and assist with fraud prevention.
• Perform operational tasks for card processing and monitor compliance.

Skills

Communication skills

Organizational skills

Analytical skills

Basic accounting skills

Trust and confidentiality

Education

High school education or GED required

College degree preferred

Tools

MS Office (Outlook, Word, Teams, Excel)

Job description

Card Services Advisor - Kensington, MD

Signal Financial is a progressive and growing Credit Union with over 24,000 members and more than $400+ million in assets. We are committed to building a new way of banking for our current and future members in the Washington Metro area. Our goal is to be a progressive multi-billion-dollar financial institution by re-inventing the way we operate, particularly when it comes to enhancing the membership experience. We aim to do this by being innovative, creative and nimble in offering distinctive products and services.

The position is located at Kensington, MD headquarters. The role is hybrid, in office Tuesdays, Wednesdays, and Thursdays.

Position Description

Provide professional and high-quality service to credit union employees and members in the areas of credit, debit, and digital cards. This role ensures efficient card operations, resolves member inquiries, investigates disputes, and assists with fraud prevention while delivering excellent member service. The Card Services Advisor also collaborates with internal teams and external partners to ensure compliance with policies and regulatory standards.

Position Responsibilities

Member Assistance: Resolves service events in DNA/publisher queue regarding card operations for members from credit union employees. Perform routine card maintenance as requested or needed. Monitor the department email box to address issues and respond to inquiries from credit union employees and members.

Card Processing Operations: Perform a variety of operational tasks for the entire card operations program.

• Process all exception files to post debits and credits accurately and in a timely manner, ensuring proper documentation and compliance with internal policies and regulatory requirements.
• Review daily debit card reports provided by third party vendors for compliance with policies and procedures and take appropriate corrective action. Provide feedback to the member services manager, branch managers, and card services manager when policies and procedures for ordering check cards have not fully been met.

• Debit Card Processing Operations: Perform a variety of operational tasks for Debit Card operations. Tasks include but are not limited to:
• Process debit card request.
• Error resolution for bad addresses and returned card mail.
• Provide internal and external adjustments to avoid credit union losses or potential losses according to established guidelines; and
• Back up department members as needed.
• Compile and report all card-related losses over $500 monthly under the plastic bond insurance claim.

ATM Disputes

Answer members' questions regarding disputed transactions. File ATM dispute cases with Fiserv and work until resolved. Ensure that members are aware of the outcome. Process provisional credit as needed.

Card Fraud and Disputes

The Card Service Advisor is responsible for managing and resolving cardholder disputes in a timely and accurate manner. This includes reviewing disputes claims, investigating transactions, and gathering supporting documentation as needed. To ensure that all disputes are managed in accordance with regulatory requirements, card network rules, and internal policies.

Job Knowledge

Continually increase and refine knowledge of credit union products, services and card service operations including pertinent regulations. Participate in various training activities including webinars and online courses. Cross trains in other department areas.

Position Requirements

• High school education or GED required; college degree preferred
• Two to five years of bank operations experience required. ATM or debit card experience preferred
• Ability to communicate with members and vendors in a professional and polite manner
• Ability to manage multiple tasks
• Ability to research
• Basic accounting skills
• Current and relevant knowledge of consumer finance regulations regarding ATM and debit cards
• Good organizational skills
• PC experience to include core systems and MS Office including Outlook, Word, Teams, and Excel
• Significant levels of trust, confidentiality, tact, and diplomacy are required
• Strong attention to detail, along with excellent analytical skills is essential

The list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem necessary.

We are proud to be an Equal Employment Opportunity (EEO). Signal Financial Federal Credit Union does not discriminate against any applicant or employee based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by federal, state, or local laws.