Job Description

NATURE AND SCOPE:
Reports to the Manager, Debit Cards. Provides operational and member support for the debit card product by monitoring performance, resolving complex issues, and ensuring consistent service delivery. Supports reporting, process execution, and continuous improvement efforts, while contributing to product initiatives that enhance card usage and member experience. Serves as a key resource for escalated inquiries and operational problem resolution, partnering with internal teams to address issues and optimize workflows. Maintains a strong understanding of debit card processes, systems, and regulatory requirements, ensuring compliance with all applicable policies and regulations.
REQUIREMENTS:
1. High school diploma or equivalent, and minimum two years financial experience. Experience in debit cards preferred.
2. Experience with or ability to gain proficiency in all programs and systems used for this job.
3. Successful experience with the development and implementation of operational plans and procedures that ensure a consistent member experience and regulatory compliance.
4. Ability to use independent judgment and discretion in various situations while maintaining a high degree of confidentiality.
5. Excellent verbal and written communication skills, problem solving skills, organizational skills and the ability to work independently.
6. Must develop a thorough understanding of company policies and procedures as they relate to this position. Must comply with all company policies and procedures and all job-related state and federal laws and regulations.
PRINCIPAL ACCOUNTABILITIES:
1. Monitors debit card performance through reporting and proactively identifies operational issues.
2. Responds to and resolves member inquiries, including escalated and complex issues.
3. Provides second-level support for debit card-related issues and educates internal associates on products, services, and cross-selling opportunities
4. Troubleshoots transaction failures, declines, or processing issues.
5. Supports the development and implementation of procedures to ensure consistent member experience and operational efficiency
6. Researches any production issues that impact debit card usage and apply independent judgement to resolve non-routine issues.
7. Supports debit card product initiatives, including interchange optimization, inventory management, and spend campaigns.
8. Ensures compliance with applicable regulations, policies, and procedures while maintaining data confidentiality.
9. Performs other duties as assigned.
EEO/Veterans/Disabled