Senior Credit Card Services Specialist

Job Description

Job Description

RadiFi Credit Union is seeking a Senior Credit Card Services Specialist to play an important role in the credit union's credit card operations. This position supports the Lending Operations Management Team to help the Card Services area deliver high-level servicing, process improvement, compliance monitoring, excellent vendor relationship management, and efficient issue resolution within the credit card program. As an in-house subject matter expert (SME), the senior specialist provides advanced support to internal teams and ensures an exceptional experience for members.

This role requires strong cross-functional collaboration, initiative to lead projects, and a solid understanding of credit card platforms, regulatory requirements, and fraud management.

Location: Park Street Branch; 562 Park St., Jacksonville, FL 32204

Status: Full-time (approximately 40 hours per week)

Major Duties and Responsibilities:

• Assist the Lending Operations Management Team in with helping monitor day-to-day credit card operations, ensuring efficient processes and adherence to service level expectations.
• Act as a primary liaison with card processors/vendors to address escalations, coordinate system updates, and ensure platform integrity.
• With guidance from Lending Operations Management Team, lead internal initiatives to improve workflows, automation, and overall credit card program performance.
• Participate in card portfolio analysis and assist in identifying trends, gaps, and opportunities for growth or risk mitigation.
• Serve as the subject matter expert (SME) for complex member issues related to card transactions, fraud, billing, digital wallet integrations, and account maintenance.
• Provide training, mentoring, and guidance to credit card staff and other departments on card-related processes and best practices.
• Assist with handling escalations from branch staff, the contact center, and leadership with professionalism and a member-first approach.
• Under the direction of the Lending Operations Management Team, monitor the credit card dispute process, ensuring full compliance with regulatory requirements (e.g., Reg Z, Visa/Mastercard rules).
• Review fraud monitoring alerts, coordinate with external fraud services, and with support from the Lending Operations Management Team, manage internal fraud investigations and reporting.
• Track trends in fraud activity and assist in the implementation of preventive controls and risk mitigation strategies.
• Monitor regulatory changes impacting credit card operations and update procedures accordingly.
• Ensure adherence to card network rules, consumer protection laws, and internal policies.
• Maintain accurate records for audits and regulatory examinations and support audit preparation efforts.
• Partner with IT, Digital Banking, Lending, and Marketing teams to support campaigns, product launches, and member education efforts.
• Participate in system conversions, platform enhancements, or vendor evaluations related to credit card services.
• Prepare data and analysis for management reporting, board reports, and strategic planning meetings.
• Collaborate with card processor/vendor to manage file transmissions, system issues, and card platform updates.
• Perform other job-related duties as assigned.
  

Knowledge and Skills

Experience:

Minimum of four (4) years of experience in credit card operations or card servicing within a financial institution is requiredMinimum of six (6) months experience in credit card servicing, banking operations, or financial services is required.

Education/Certifications/Licenses:

A high school education or GED is required. College degree preferred.

Interpersonal Skills:

Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills:

• Advanced knowledge of credit card networks (Visa, Mastercard), card processing systems, and industry regulations.
• Strong analytical, problem-solving, and organizational skills.
• Experience with dispute and fraud handling platforms (e.g., Falcon, PSCU/Velera).
• Excellent communication and interpersonal skills; demonstrated ability to lead and influence cross-functional teams.
• High attention to detail and a proactive approach to identifying issues and implementing solutions.

ADA Requirements

Physical Requirements:

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing/descending stairs in an emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day. Must be able to work extended hours whenever required or requested by management. Must by capable of regular, reliable, and timely attendance.

Must be able to perform job functions with supervision and work effectively either on own or as part of a team. Must be able to read and carry out various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on confidential matters.

Working Conditions:

The noise level in the work environment is usually moderate.

Acknowledgment

Nothing in the position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This Job description is not a contract and should not be constructed as a guarantee of employment for any period of time.

We are an Equal Opportunity Employer and do not discriminate against employees or applicants based on race color, religion, sex/gender, national origin, disability, age, or any other category protected by law.