Sr. Card Services Representative/Team Lead

About the role

In the Senate Community tradition of service, we strive to improve the financial wellness of our members throughout all stages of life by integrating sustainability and security into every financial solution. Our culture is guided by the S.T.R.I.V.E competencies, which include maintaining trust, valuing and respecting everyone's abilities, being honest and professional, and generating new ideas to solve problems creatively.

Under general supervision, this role ensures compliance with established policies, procedures, and regulatory requirements while overseeing the daily operations of Card Services. The successful candidate will process member fraud claims, create and manage fraud cases, monitor member accounts, and provide guidance and support to team members.

Responsibilities

• Processes fraud/non fraud and ATM disputes for all debit and credit card products, ensuring timely resolution according to regulation and appropriate documentation.
• Creates, reviews, and manages member fraud cases while maintaining accurate records.
• Balances all Visa reconciliations and related general ledger accounts daily.
• Monitors member accounts and resolves card-related issues promptly and professionally.
• Ensures all card product transactions are posted accurately and within established timeframes.
• Mentors, cross-trains, and provides day-to-day guidance to team members to ensure operational consistency.
• Acts as department lead and provides operational coverage in the absence of the Card Services Manager.
• Assists with departmental projects, workflow improvements, and implementation of new processes.
• Maintains compliance with Visa Operating Regulations, NACHA, Regulation E, BSA, OFAC, and all applicable federal and state regulations.
• Develops and updates departmental procedures to improve efficiency, service quality, and internal controls.
• Works collaboratively with internal departments, vendors, and members to resolve complex issues.
• Participates in team meetings, training initiatives, and continuous improvement activities.
• Demonstrates dependable attendance and punctuality to support team productivity and business objectives.

Requirements

• High School Diploma or equivalent required; Associate's degree in Business, Finance, or related field preferred.
• Minimum of three years of card services, fraud operations, banking, or financial institution experience, including demonstrated leadership or team lead responsibilities.

Skills

• Excellent written and verbal communication, analytical and problem-solving skills.
• Proficiency with Microsoft Office, strong organizational skills, attention to detail, ability to mentor others.
• Working knowledge of Visa regulations and card processing systems.

Benefits

• Health Insurance including Medical, Dental, Prescription, Vision.
• 401(k) Retirement Plan, Incentive bonus.
• 12 Holidays, 15 Vacation days, 9.75 Sick days.
• Flexible Spending Account, Life Insurance, Free parking or Metro Smart Benefits and Tuition reimbursement.

Pay

Salary Range: Metropolitan Area (DC, MD, VA) $69,518.23- $104,277.35