Digital Banking Card Services Specialist

Savings Bank of Danbury; Connecticut; On-site; USD 40,000 - 70,000; Full time

Job summary

An established community bank is seeking a dedicated Digital Banking Card Services Specialist to enhance customer experience with debit card services. This role involves managing daily operations, providing technical support, and ensuring compliance with banking regulations. You'll be pivotal in processing card requests, resolving disputes, and collaborating with various departments. Join a forward-thinking organization that values teamwork and customer care, and make a significant impact in the world of digital banking. If you're passionate about technology and customer service, this opportunity is perfect for you.

Qualifications

• 2+ years of experience in digital banking and debit card operations.
• Strong knowledge of banking regulations and online services.

Responsibilities

• Manage daily debit card operations and provide customer support.
• Resolve disputes and ensure compliance with regulations.

Skills

Digital Banking Operations

Customer Service

Fraud Monitoring

Technical Support

Communication Skills

Troubleshooting

Education

High School Diploma or Equivalent

Tools

Microsoft Office Suite

Job description

Digital Banking Card Services Specialist

About the Organization: We are people serving people. Established in 1849, Ives Bank is a full-service community bank rooted in history and positioned for the future. We provide a full array of deposit, savings, and lending services for individuals and businesses. Through modern banking technology, our customers can access their accounts and manage their money anytime, on the go. We are committed to employing highly motivated people who value customer care, professionalism, and team success.

EOE Statement: Ives Bank is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Position: Digital Banking Card Services Specialist

Full-Time/Part-Time: Full-Time

Description

The Digital Banking Card Services Specialist is responsible for managing the daily operations of debit card functions under the supervision of the Digital Banking Manager and Supervisor. This role involves providing exceptional customer service and technical support related to digital banking products, especially debit cards, resolving issues, processing transactions, and ensuring compliance with regulations. Key duties include handling daily debit card processing, expediting card orders, maintaining cards, and using fraud monitoring software.

This role requires cross-training within the Digital Banking department to ensure continuous coverage of responsibilities.

Card Services Responsibilities

• Process debit card requests, including new cards, replacements, and maintenance.
• Review and process account deletions and additions on the card.
• Monitor daily debit card reports for updates.
• Manage card controls and digital wallet enrollments (Apple Pay, Google Pay, etc.).
• Troubleshoot card denials and technical issues.
• Process returned debit cards via US mail.
• Respond to Visa CAMS and FICO alerts.
• Submit fraud trackers as needed.
• Provide real-time support to internal departments via phone and email.
• Participate in projects, new product launches, and system conversions.
• Collaborate with departments like Retail, Operations, and Information Security for risk management and fraud controls.

Debit Card Disputes Responsibilities

• Research and resolve disputes, complying with Regulation E deadlines.
• Investigate fraud and non-fraud disputes thoroughly, ensuring documentation completeness.
• Analyze transaction details, customer statements, and merchant records.
• Determine dispute validity and appropriate actions.
• Communicate with customers, merchants, and relevant parties.
• Document dispute actions and outcomes.
• Use tools to investigate claims and determine liability.
• Maintain knowledge of Visa rules and Regulation E for timely processing.
• Guide internal and external inquiries related to card disputes.

ATM Settlement Responsibilities

• Ensure daily ATM settlement is complete.
• Investigate discrepancies.
• Process necessary GL entries promptly.

Position Requirements

• High School diploma or equivalent.
• At least 2 years of relevant experience in digital banking, debit cards, and banking operations.
• Knowledge of banking operations, online services, and federal regulations.
• Ability to multitask, adapt to change, and pay close attention to detail.
• Effective troubleshooting skills.
• Strong communication skills, both written and verbal.
• Proficiency in Microsoft Office Suite.

The physical demands are representative of those needed to perform essential functions. Reasonable accommodations may be provided.

Hours Per Week: None Specified

This position is currently accepting applications.