Card Services Specialist

Position Summary

The Card Services Specialist plays a critical role in delivering a seamless, accurate, and secure experience for members across all credit, debit, and ATM/ITM operations. This position serves as a trusted problem-solver, process expert, and key partner to both members and internal teams. The ideal candidate thrives in a fast-paced environment, demonstrates strong investigative skills, and is committed to exceptional service.

Responsibilities

• Be the Go-To Expert
• Act as a subject matter expert for branch teams and internal partners requiring assistance with card, terminal, and transaction-related inquiries
• Provide clear, timely, and accurate support for escalated member and employee issues
• Support troubleshooting for plastics, terminals, phone queue escalations, and member outreach needs
• Card Operations & Daily Processing
• Review and process daily and monthly card operations reports, including card issuance, unposted transactions, returned plastics, returned credit card payments, address changes, regulatory compliance items, and other processor reports
• Monitor ATM/ITM deposits for red flags or suspicious activity and collaborate promptly with the Fraud team
• Process and execute required tasks to support debit and credit card lifecycle management
• Investigate & Resolve Member Issues & Disputes
• Work directly with the card processor to initiate, research, troubleshoot, and resolve card and ATM transaction disputes
• Open and manage cases with the card processor, ensuring accurate updates and system corrections
• Ensure compliance with the Card Act, Visa regulations, Reg E, Reg Z, and internal policies
• Complete all components of the dispute workflow, including:
• Interview and intake
• Transaction research
• Chargeback processing
• Merchant responses
• Applicable monetary credit posting
• Member communication
• Troubleshooting and documentation
• Cross-Functional Communication & Workflow Management
• Monitor and complete incoming contact events, ATM eForms, and emails from internal departments throughout the day
• Collaborate with colleagues enterprise-wide to ensure timely and accurate resolution of member-impacting issues
• Provide clear and professional written and verbal communication
• Support Team Success & Continuous Improvement
• Participate in special projects and additional duties as assigned by management
• Demonstrate adaptability as processes, technologies, and member needs evolve
• Maintain awareness of operational risks and contribute to process improvement efforts

What You’ll Bring

• Education & Experience
• High school diploma or equivalent required (strongly preferred)
• Minimum of 2 years of banking, card operations, or financial services experience strongly preferred
• Experience with debit and credit card processing systems and operating platforms required
• Skills & Competencies
• Strong attention to detail with a focus on accuracy and risk awareness
• Solid understanding of banking regulations, including Reg E, Reg Z, and the Card Act
• Excellent verbal and written communication skills
• Strong problem-solving mindset with curiosity and initiative
• Ability to prioritize tasks, manage workload, and remain focused under pressure
• High comfort level with technology and frequent computer use
• Card systems experience, including COCC Insight, Fiserv Card Services processing, and dispute processing systems
• Demonstrated adaptability, dependability, teamwork, and service excellence

About Metro Credit Union

Metro Credit Union is the largest state-chartered credit union in Massachusetts, with $3.4 billion in assets. Metro provides a full range of financial products to more than 200,000 members in Barnstable, Bristol, Essex, Franklin, Hampden, Hampshire, Middlesex, Norfolk, Plymouth, Suffolk, and Worcester counties in Massachusetts, and Cheshire, Hillsborough, Merrimack, Rockingham, and Strafford counties in New Hampshire. Metro is the credit union of choice for employees at over 1,200 companies through its Metro@work program. Founded in 1926, Metro currently operates branch offices in Boston, Burlington, Chelsea, Dorchester, Framingham, Lawrence, Lynn, Medford, Melrose, Newton, Peabody, Reading, Salem, Tewksbury, and West Roxbury. Metro is also a Juntos Avanzamos ("Together We Advance") designated credit union, an honor given to financial institutions for their commitment to serving and empowering Hispanic and immigrant consumers. Metro was recently named among the most charitable companies in Massachusetts by the Boston Business Journal; voted Top Credit Union in Banker & Tradesman's Best of 2025 awards; and recognized as one of America's Best Regional Banks and Credit Unions in 2025 by Newsweek. Learn more at MetroCU.org.