Card Service Specialist III - Needham Bank

JOB SUMMARY: The Card Service Specialist will be responsible for processing incoming ATM and Mastercard Debit disputes and fraud claims in compliance with Regulation E, Mastercard and/or PIN networks requirements. The Card Service Specialist will be an integral member of the Card Services team. This individual will support the ongoing development, and implementation of new products and services. They will also continuously work to improve department procedures, and streamline processes when needed. The Card Service Specialist will possess an enthusiastic, confident and positive attitude; will be extremely organized and proactive; solution-focused and passionate about delivering an extraordinary experience to both our internal and external customers.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Review and respond to ATM/Debit Card inquiries, disputes and ensure they are processed within the timeframes required by Regulation E.
• Review, identify and verify suspicious transactions and lead monthly calls with vendor to review fraud reports and adjust fraud parameters when needed.
• Track and balance operating losses and recoveries.
• Tracking of the entire chargeback process including representments, pre-arbitration, arbitration and compliance filings.
• Ensure all requests are properly documented, well organized, fully compliant and in adherence with established Bank guidelines, policies and procedures.
• Support all aspects of the end-to-end production process including but not limited to, new card requests, documentation, processing, research, review, evaluation, decisioning, compliance, tracking and systems support.
• Provide subject matter expert level support, guidance and training of the debit card process to all of our customer and business facing teams.
• Demonstrate a consistently high level of service to ensure a positive customer experience and adherence to the bank’s customer service standards.
• Detect and provide timely feedback and escalation of issues that have potential to negatively impact the customer or the Bank.
• Identify opportunities and provide constructive recommendations for potential solutions. Assist in implementing enhancements that will increase efficiency and reduce costs and processing time.
• Cross train to provide backup to Consumer and Business Credit Card personnel as necessary to expedite workflow.
• Update and document changes to department processes and procedures as needed based on regulatory or bank changes.
• Support the Director of Card Services in the monthly review of the Card Services financials. Tasks include detailed invoice review, ensuring costs are properly allocated/amortized, tracking budget to actuals to identify variances, and partnering with finance/accounting to make any necessary adjustments.
• Support annual and periodic audits as required.
• Perform additional duties as requested, needed or assigned.

JOB REQUIREMENTS

• Thorough understanding of Regulation E and EFT Dispute processing regulations and requirements.
• Excellent organizational, analytical, time management and interpersonal skills.
• Strong attention to detail.
• Ability and willingness to prioritize functions, workflows and independently complete daily responsibilities.
• Enthusiastic customer advocate with strong verbal and written communication skills.
• Familiarity with state and federal consumer credit and lending regulations, rules and requirements.
• Capability to maintain an excellent personal credit profile.
• Ability to adhere to Needham Bank’s Core Values (Focus on Customer Relationship, Embrace Change, Work as a Team, Be an Asset to Your Community, Always Learn, and Do the Right Thing).

EDUCATION & EXPERIENCE

• Bachelor’s degree preferred or equivalent work experience.
• Minimum of four years’ experience with dispute processing and banking strongly preferred
• Leadership experience highly desired.

WORKING CONDITIONS/PHYSICAL DEMANDS

• Business professional office environment.
• Infrequent local travel may be required to attend meetings and business related activities.

Needham Bank offers a competitive salary and an amazing benefit package for a full-time employee which includes fully paid medical and dental insurance, HRA, 401(k) plan with an 8% bank match, paid time off (PTO), paid holidays, a bonus program, flexible spending accounts, vision service plan, group term life insurance, short and long term disability insurance, tuition reimbursement, and an Employee Assistance Program. We offer a great benefit package to our eligible part-time employees as well.

At NB, we are dedicated to building a diverse, inclusive and authentic workplace - if you are excited about this role, but your past experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.

Needham Bank is an Equal Opportunity/Affirmative Action Employer. Needham Bank will provide all applicants for employment and all employees with equal opportunity for employment and promotion regardless of race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity.