Cards & Payment Services Specialist

Job Description

Job Description

Our Opportunity:

The Cards & Payment Services Specialist is responsible for day-to-day card service operational tasks including monitoring, analyzing, reporting and making recommendations on all card portfolios and inventories. This position will work with members and team members to understand and resolve all card- related issues. Additionally, this position will support other CCF payment service platforms including, but not limited to, Bill Pay, Zelle, Remote Deposit Capture, and Loan Payment Platform(s).

What You'll Do in This Role:

• Research member situations and issues relating to cards and/or payment services, and collaborate with internal departments as necessary, to resolve concerns, while uncovering root causes and methods for mitigating future issues.
• Perform operational activities pertaining to the VISA credit and/or debit card programs, including the review, analysis and reporting of card inventory, production reports, and services hosted by the credit union’s card processor. Provides regular status updates for projects and tasks assigned.
• Responsible for investigating, researching, and processing Debit/ATM disputes meeting required time frames.
• Partner with the Risk Management team to process cases pertaining to card services including Compromised Account Management System (CAMS) alerts, cardholder disputes, chargebacks, and arbitration processes. Additionally, partner to recommend and coordinate fraud and card service training for Team Members.
• Perform the daily processing of payment services, including Zelle, RDC, Bill Pay, and wallet tokenization.
• Provide outstanding service to all members by performing within CCF’s vision, mission, goals, and living our service promises through inbound calls, outbound calls, and all digital platforms.
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

What You'll Bring To CCF:

• Six months to two years of similar or related experience, including time spent in preparatory positions.
• A high school degree or GED is required.
• A significant level of trust, credibility and diplomacy is required.
• In-depth dialogue, conversations and explanations with members, team members, and outside vendors can be of a sensitive and/or highly confidential nature.
• Communications may involve motivating, influencing, educating and/or advising others on matters of significance.
• Excellent organizational, prioritization, and attention to detail skills.
• Proficient in the Microsoft suite of products including Word, Excel, and Outlook.
• Working knowledge of credit policies.
• Strong communication skills must be demonstrated through oral and written means.
• Possesses basic mathematical skills and is proficient in the use of calculators.
• Must be able to multi-task effectively between multiple systems to assist members with their inquiries.
• Demonstrated strong customer service skills that include proven ability to handle difficult member interactions.

The Perks of Being Part of CCF:

When you join CCF you’re not just taking a job—you’re joining a community. From milestone anniversaries to our legendary chili cook-off, we believe in recognizing achievements and building connections through fun, shared experiences.

We offer a comprehensive benefits package designed to support the well-being of our employees:

• Competitive Base Compensation: Competitive salary with eligibility for performance-based incentives.
• Paid Time Off: PTO available to support work-life balance, in addition to 13 paid company holidays per year.
• Wellness & Volunteer Time: Additional time off to support employee wellness and community involvement.
• Health Insurance Coverage: Multiple low or no deductible medical plan options, as well as dental and vision coverage.
• Employer-Paid Coverage: Company-paid life insurance and short- and long-term disability coverage.
• Flexible Spending Accounts (FSA): Options for both medical and dependent care FSAs.
• Education Assistance: Tuition reimbursement and student loan repayment support to help advance your education and career.
• Retirement Benefits: 401(k) plan with up to 4% company match, plus an additional 4% profit-sharing contribution.
• Employee Assistance Program (EAP): Confidential support services for personal and professional challenges

Work Location: This position can be based in Troy, Michigan or Toledo, Ohio. Hybrid working arrangements are available following 4-6 months of successful employment.

EOE: CCF is committed to equal opportunity and complies with EEOC rules and regulations.