Card Services Specialist

Job Description

Job Summary:

As a Card Services Specialist, you are responsible for providing extraordinary service to our internal and external clients. The position is responsible for processing incoming ATM and Visa Debit card disputes, fraud claims in compliance with Regulation E and Visa Network requirements. In this role, you will act as an advocate for our clients and identify all viable solutions to remedy claims in the client’s favor with minimal losses to the Bank, while responding to a high volume of phone calls, emails, secure messages, and written requests for service. This position will also be the subject matter expert for our business and commercial credit card products, be responsible for new credit card application processing, onboarding new clients and cardholders, maintenance on existing credit card relationships, research on transactions for clients and posting rewards to client accounts, and demonstrating credit card online banking systems to clients. This position will provide support for all day-to-day operations. We are looking for a detail-oriented and highly organized candidate who will thrive in a fast-paced environment.

Responsibilities and Duties:

Responds to ATM/Debit Card inquiries, disputes, and monetary adjustments using Centrix DTS, JHA Card Solutions and Visa systems in addition to our core banking system.

Prepares, researches, and/or reviews ATM and Visa Debit card claims ensuring all disputes are processed in compliance with Veritex Community Banks policies and procedures, Visa and federal regulations.

Prepares cardholder dispute status notification letters while maintaining a database and balancing General Ledgers daily.

Works with Officers and other departments to ensure clients receive the best customer experience.

Handles outbound and inbound fraud detection calls to protect clients against fraud. Reviews, identifies, and verifies suspicious transactions with clients while effectively listening, connecting, and empathizing with clients who are victims of fraud.

Process cardholder chargebacks to merchant with supporting documentation and exhibits. Responds to each phase of the chargeback process including representments, pre-arbitrations, Arbitrations and Compliance filings.

Facilitates new credit card requests through the approval process.

Onboarding of new credit card clients and training clients in the credit card online banking system.

Responds to all credit card inquiries, maintenance requests and performs new card upload tasks as well as all maintenance requests.

Ensures client rewards are issued timely and accurately.

Performs research on credit card as requested by the client in a timely manner and accurately.

Cross trains in various functions Card Services team in order support all Card Services team members.

Completes project and tasks as assigned within allocated time frames.

Perform other duties and responsibilities as required or assigned by supervisor.

Job Skills and Qualifications:

3years of Banking experience.

2 years of ATM or Card Services Operations experience required.

Must possess strong problem-solving skills.

Knowledge and experience in banking/financial services regulatory compliance.

Must be able to work independently, efficiently, and possess excellent organizational and prioritization skills.

Must be detail-oriented and able to handle multiple tasks concurrently.

A strong sense of urgency and superior client service skills.

Must be flexible and able to change direction quickly.

Comfortable in a fast-paced environment.

Ability to handle confidential information and has the judgement to escalate issues when appropriate.

Superior verbal and written communication skills.

Jack Henry Silverlake experience

Jack Henry RDC, mRDC, RDA experience

Account Analysis experience

Q2 experience

CTP

AAP

Associates degree or higher preferredCompany Description

Company Overview:

Truth in Texas Banking. That’s what we’re about. Founded in 2010, we are one of the ten largest banks headquartered in the state of Texas. We became a publicly traded company in 2014 and in 2020 we were listed on Fortune’s 100 Fastest Growing Companies. Headquartered in Dallas, Texas, we’ve built a bank forever rooted in truth, transparency, and uncompromising integrity.

We know our strongest asset is the passion, authenticity, and talent of our people. We focus on the growth and development of each team member to unlock potential to “Be Your True Self.” Our “True You” culture is made up of five pillars:

Be Mindful

Be Healthy

Be Better

Be Prosperous

Be Faithful

With this as our foundation, we’ve built a bank of people who are transparent, tell the truth, and act with integrity. We unite together in common purpose - caring deeply for our clients and communities, communicating openly with each other, and treating everyone with respect. Visit our website at and come see how we’re bringing truth and transparency to Texas banking.