Job Description
Job Description
E-Central Credit Union, a progressive $170 million institution, is seeking a Card & Digital Services Specialist with a strong focus on card services and digital services. This role supports both internal teams and members, playing a key part in problem resolution, compliance, fraud monitoring, and audit reporting. Familiarity with digital fraud detection tools such as Verafin is essential to proactively identify and mitigate risk.
Key Responsibilities:
Card Services Support
- Assist with day-to-day card operations, including issuance, account maintenance, and transaction troubleshooting.
- Investigate card-related fraud, disputes, and chargebacks using Verafin and processor tools; coordinate with third-party vendors as needed.
- Support mobile wallet and digital card integration features.
- Ensure card servicing activities align with regulatory and network requirements (e.g., Reg E, Visa).
- Review various reports and audit transactions
Digital Services Support
- Provide second-level support for escalated issues related to Zelle, Transfer Now, online banking, and mobile platforms.
- Investigate and resolve technical and transactional issues in collaboration with vendors, IT, and internal departments.
- Monitor digital fraud alerts and suspicious activity using Verafin and other tools; take appropriate follow-up action.
- Support system testing, configuration, and deployment of new digital features and service updates.
- Maintain digital issue tracking, documentation, and audit logs for internal review and regulatory readiness.
- Prepare and analyze digital service audit reports to identify trends, support compliance, and recommend improvements.
Member & Staff Support
- Act as the secondary point of contact for escalated card services and digital payment issues from frontline and member service teams.
- Assist with card-related issues as needed, particularly in fraud, dispute, or service disruption scenarios.
- Educate members and staff on the secure use of digital services, fraud prevention, and payment tools.
Compliance & Audit Reporting
- Generate, review, and maintain documentation and logs for both digital and card-related Verafin fraud cases and compliance tracking.
- Support internal and regulatory audits with accurate reporting and follow-up documentation.
- Contribute to the development of controls and process improvements in digital operations.
General Operational Support
- Provide backup for back-office functions such as escheatment, wires, FinCen 314a, vault custodian, SSA requests, death claims, and ACH returns.
- Collaborate across departments including Compliance, Risk, and IT to ensure effective and compliant delivery of services.
Qualifications:
- High school diploma or equivalent required; associate or bachelor’s degree preferred.
- 3-5 years of experience in digital banking operations, card services, or back-office support in a financial institution.
- Experience with digital payment platforms (Zelle, Transfer Now, ACH) and online/mobile banking systems.
- Proficiency in fraud detection and case handling using Verafin.
- Knowledge of relevant compliance standards (Reg E, NACHA, Visa/Mastercard guidelines).
- Strong technical troubleshooting, analytical, and communication skills.
- Familiarity with banking core systems and ticketing tools (e.g., Fiserv, Jack Henry, CO-OP).
This is a full-time (Monday-Friday, 8 hours/day, 40 hours/week) in-office position. The compensation for this position is $24-$32 per hour. When extending an offer of employment, the CU considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, key skills, internal peer equity, federal, state, and local laws, as well as external market and organizational considerations.
E-Central offers a pleasant, supportive work environment and a competitive benefits package including health, dental & vision, life & disability, flexible spending account, 401(k) with profit sharing, loan discounts, 11 paid holidays, paid sick leave, and generous paid time off.