Card Operations Specialist

Job Summary

The Card Operations Specialist is responsible for contact with INTRUST Bank customers in person and over the phone to resolve customer inquiries. Customer contact is varied, in depth and often complex, therefore may require extended engagement to ensure satisfactory resolution. Independent decision-making is required to resolve customer problems and complaints. Promotes an environment of teamwork within the department and across the bank. Represents INTRUST Bank in all they do in the community and is focused on the development of new business relationships. Must maintain strict standards of confidentiality and perform duties in a manner supporting INTRUST’s character qualities.

Essential Functions

• Works with customers to investigate and document card fraud cases.
• Monitor and work assigned reports with a risk-focused mindset and taking proactive steps to mitigate potential losses.
• Ability to analyze card activity, data, and trends to take appropriate actions and make appropriate recommendations.
• Exercise sound judgement when reviewing reports and making decisions that impact customer accounts and bank liability.
• Responsible for being well versed in VISA and other card network chargeback regulations, including representments and how to respond appropriately.
• Documents and tracks dispute cases to ensure all necessary steps are taken within required timeframes.
• Responsible for customer follow-up on disputes or cases requiring additional information.
• Provides customer service support to banking center personnel, customers, and customer solution center, assisting with questions and issue resolution.
• Performs necessary functions to replace consumers lost/stolen or fraudulently used cards.
• Create and print new debit cards on demand, as requested.

Education and Experience

• High school diploma or equivalent.
• 2 years of banking and customer service experience preferred.

Required Skills and Knowledge

• Excellent oral and written communication skills.
• Typing and keyboard skills required.
• Must be able to work shifts, days, nights, evenings, and weekends.
• Technical skills with the ability to multi-task between computer screens, systems, and phones.
• Excellent customer service skills.
• Ability to work both independently and collaboratively with a team.

Required Licenses and/or Certifications

• None.

Physical Demands

• Extended period(s) of time may be spent viewing a personal computer, sitting, standing, and walking.
• Occasional lifting up to 25 lbs.
• Must be able to hear and speak clearly both face-to-face and over the phone.
• Must be able to use hands to key information and handle objects.

Working Conditions

• Normal office conditions.