Card Services Advisor

Card Services Advisor - Kensington, MD

Signal Financial is a progressive and growing Credit Union with over 24,000 members and more than $400+ million in assets. We are committed to building a new way of banking for our current and future members in the Washington Metro area. Our goal is to be a progressive multi-billion-dollar financial institution by re-inventing the way we operate, particularly when it comes to enhancing the membership experience. We aim to do this by being innovative, creative and nimble in offering distinctive products and services.

The position is located at Kensington, MD headquarters. The role is hybrid, in office Tuesdays, Wednesdays, and Thursdays.

Position Description

Provide professional and high-quality service to credit union employees and members in the areas of credit, debit, and digital cards. This role ensures efficient card operations, resolves member inquiries, investigates disputes, and assists with fraud prevention while delivering excellent member service. The Card Services Advisor also collaborates with internal teams and external partners to ensure compliance with policies and regulatory standards.

Position Responsibilities

Member Assistance : Resolves service events in DNA / publisher queue regarding card operations for members from credit union employees. Perform routine card maintenance as requested or needed. Monitor the department email box to address issues and respond to inquiries from credit union employees and members.

Card Processing Operations : Perform a variety of operational tasks for the entire card operations program.

• Process all exception files to post debits and credits accurately and in a timely manner, ensuring proper documentation and compliance with internal policies and regulatory requirements.
• Review daily debit card reports provided by third party vendors for compliance with policies and procedures and take appropriate corrective action. Provide feedback to the member services manager, branch managers, and card services manager when policies and procedures for ordering check cards have not fully been met.
• Debit Card Processing Operations : Perform a variety of operational tasks for Debit Card operations. Tasks include but are not limited to :

Process debit card request.

ATM Disputes : Answer members' questions regarding disputed transactions(s). File ATM dispute cases with Fiserv and work until resolved. Ensure that members are aware of the outcome. Process provisional credit as needed.

Card Fraud and Disputes : The Card Service Advisor is responsible for managing and resolving cardholder disputes in a timely and accurate manner. This includes reviewing disputes claims, investigating transactions, and gathering supporting documentation as needed. To ensure that all disputes area managed in accordance with regulatory requirements, card network rules, and internal policies.

Job Knowledge : Continually increase and refine knowledge of credit union products, services and card service operations including pertinent regulations. Participate in various training activities including webinars and online courses. Cross trains in other department areas.

Position Requirements

The list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem necessary.

We are proud to be an Equal Employment Opportunity (EEO). Signal Financial Federal Credit Union does not discriminate against any applicant or employee based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by federal, state, or local laws.