Card Services Specialist

Financial Center; Indianapolis (IN); Hybrid; USD 25,000 - 30,000; Full time

Job summary

Financial Center is seeking a Card Services Specialist to provide high‑quality service to members, supporting our debit and credit card programs and processing disputes, new card setups, and member inquiries.

This hybrid role based in Indianapolis combines daily card processing with risk management, card promotions, inventory control, and adherence to Visa rules, working closely with the Card Services & ITM Operations Manager.

Qualifications

• High School diploma or equivalent.
• 1-year experience with a Credit Union or financial institution preferred.
• Strong verbal and written communication; customer-focused and resourceful.
• Detail oriented and able to adapt quickly in a fast-paced environment.
• Proficient in MS Office (Word, Excel, PowerPoint).

Responsibilities

• Deliver exceptional member experience in all interactions.
• Process daily debit card requests and disputes within timelines.
• Onboard new credit cards and manage balance transfers.
• Review reports for validation and risk management.
• Assist in setup of card promotions and manage card inventory.
• Back up weekly cash orders and ITM balancing.
• Ensure compliance with Visa rules and regulations.
• Support training for retail teams and branch visits.

Skills

Customer service

Communication skills

Detail-oriented

Problem solving

Teamwork

Education

High School diploma or equivalent

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

POSITION TITLE:

Card Services Specialist

REPORTS TO:

Card Services & ITM Operations Manager

PAY GRADE:

7

DEPARTMENT:

Internal Operations

FLSA STATUS:

Non-Exempt (Paid Hourly)

LOCATION:

Hybrid, 7101 East 56th Street, Indianapolis, IN, 46226

PURPOSE:

The primary purpose of this position is to fulfill Financial Center First CU’s vision of inspiring financial wellness. The position must deliver high quality service to both internal and external members by supporting and promoting our values to Care, Listen, Learn, Solve, and Act.

The Card Specialist maintains the clerical duties of the Credit Union’s debit and credit card programs, approves and processes disputes for debit card transactions, completing new card setups, and handling member inquiries.

ESSENTIAL DUTIES:

• Deliver the exceptional member experience during all interactions with potential members, members, coworkers, internal members and vendors
• Performs daily processing of Debit Card requests including but not limited to:
• Process debit card disputes within regulatory timelines, including filing chargebacks, and insurance notices.
• Analyzes customer account activity, including ATM transactions, VISA debit authorization and settlements to determine whether fraudulent, unauthorized or other misuse of an account has occurred in order to limit the organization’s exposure to loss and protect a legitimate customer account balance.
• Notify fraud prevention group of dispute trends.
• Communicates with members as needed to follow up on debit disputes.
• Performs daily processing of Credit Card requests including but not limited to:
• New credit card onboarding – new card setup
• Balance transfers
• Account maintenance
• Researching and responding to member service calls
• Daily review of reports for both validation and reconciliation of previous day’s work for accuracy and risk management
• Supports Card Services & ITM Operations Manager in the setup and testing of credit card promotions
• Manages card inventory, including card BIN management, bulk card renewal, instant issue cardstock, and monthly inventory review. Places orders for rush-order cards and international card holders
• Manage cards which are returned undeliverable to the Credit Union by logging, notifying members, and destroying cards as required
• Creates and maintains procedures ensuring compliance with visa rules and regulations
• Serves as a backup for the weekly cash orders and balancing of the credit unions ITMs
• Participates in training for retail teams and branch visits
• Performs other duties as commensurate with the position.

REQUIRED BACKGROUND:

• High School graduate or equivalent
• 1-year experience with a Credit Union (or Financial Institution) member account processing is preferred
• Strong verbal and written communication skills. Strong interpersonal and customer service skills. Ability to be resourceful, perceptive and persuasive when solving problems. Displays, diplomacy, patience and tact when dealing with members and staff
• Detail oriented with ability to adapt quickly in a fast-paced environment
• Good organizational skills. Ability to concentrate, exercise judgement & be a creative thinker
• Must have the ability to effectively work with a variety of personalities, backgrounds and experience levels
• Must be proficient in use of Microsoft Office products, specifically Word, Excel and PowerPoint
• Ability to properly handle sensitive information is imperative

Ada Requirements

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of travel by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled private office with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently and work effectively either on own or as part of a team. Must be able to plan and direct the work activities of self and others. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.