Primary Functions

The primary purpose of this position is to provide exceptional service to internal and external members and to oversee the accurate and efficient maintenance and processing of Card Services functions. Responsibilities include confidently handling complex card disputes and account inquiries, managing escalated dispute inquiries, and maintaining the card processor relationship. A strong working knowledge of all Credit Union Products and Services is essential.

1. Employee Support

Assist with day-to-day support, training, and coaching of Card Services Administrators (I & II).
Provide input to Card Services leadership on employee performance.

2. Card Services

Perform all duties and responsibilities of a Card Services Administrator II.
Administer Visa debit card programs by performing daily fraud monitoring and making recommendations to minimize fraud.
Support and nurture relationships with A+FCU retail and call center leadership teams, assisting with escalated dispute-related member concerns and ensuring high-quality service delivery.
Oversee and manage the relationship with the Visa risk advisor.
Review daily Visa exception file and work with management and vendors to ensure resolution.
Investigate and resolve complex member-facing card service issues with professionalism and efficiency.
Review and analyze cardholder dispute escalations and approve resolutions.
Analyze dispute and fraud-related service operations to identify inefficiencies and implement process improvements.
Collaborate with internal teams and external vendors to implement software updates and optimize dispute/fraud-related technologies.
Ensure compliance with Visa regulations, federal and state financial regulations, and internal credit union policies.
Develop and refine policies, procedures, and training materials for the Card Services team.
Support the Digital Services team regarding card-related member communications.

3. Quality Control

Develop, implement, and maintain quality control programs aligned with regulatory compliance.
Administer the Card Services quality control program and report results monthly to leadership.
Conduct dispute audits and report findings to Card Services leadership.
Review and manage member feedback to identify enhancements and recommend improvements.

4. Miscellaneous

Accurately prepare monthly reports, as assigned.
Maintain member confidentiality.
Schedule and conduct monthly individual dialogs with manager.
Manage or assist with departmental projects, as assigned.
Meet or exceed established departmental goals.
Perform other duties as required or assigned.

Education and Experience

High school diploma or G.E.D. equivalent required.
Two years of card services-related experience required (card issuance program experience highly preferred).
One year of experience with Visa’s dispute and fraud systems (e.g., Visa DAS, VROL, Cardinal Commerce, RSM) preferred.
One year of call center experience required (including handling escalations and supporting frontline staff).

Visa Certifications Required

Intermediate Dispute Resolution Certification
(Must be obtained within one year of employment if not already held)
Advanced Dispute Resolution Certification
(Must be obtained within two years of employment if not already held)

Knowledge, Skills & Abilities

Experience in Visa debit card operations, including transaction processing, fraud detection, chargebacks, and regulatory compliance.
Knowledge of Reg E and Reg Z and their applications.
Proven ability to resolve member-facing issues in a financial services setting.
Proficient with Microsoft Office and general computer systems.
Strong analytical, research, and troubleshooting skills.
Excellent verbal and written communication skills.
Ability to collaborate with internal teams and external vendors.
Dependable with multitasking and time management skills.
Strong decision-making and project management abilities.
Advanced knowledge of A+FCU policies and procedures.
Advanced math/accounting skills, light typing, and 10-key input by sight.

Desirable Traits

Professional appearance.
Courteous and professional approach with the public.
Strong decision-making capabilities.
Versatile in all aspects of the Credit Union.

Physical Functions

Ability to work at least 40 hours per week.
Frequent reaching, bending, stooping, carrying, and data entry.
Heavy communication via telephone, email, and in-person.
Strong problem-solving skills for field-related issues.

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