Card Service Specialist - Espanola, NM

Description

The Card Services Specialist I supports the administration and servicing of the credit union’s debit and credit card programs. This role provides operational support to both internal staff and external members by handling card related inquiries, transactions processing, disputes, and maintaining accurate records. The position is responsible for ensuring card services activities are completed in accordance with established procedures, service standards, and regulatory requirements.

Join Our Team at Del Norte Credit Union!
We’re more than a financial institution, we’re a community. Guided by our mission of Improving Lives and vision of being Authentically New Mexico, we embrace Del Norteño Pride, reflecting our commitment to community, culture, and connection. Recognized as a Platinum-Level Family Friendly Business, we value People Focus, Collaboration, and Continuous Learning.

Location

Espanola, NM

Essential Functions & Responsibilities:

• Provide prompt, professional service regarding debit and credit card inquiries via phone, email, and internal channels.
• Perform tasks associated with account adjustments, file maintenance, research, and resolution in support of complex debit, credit, and ATM card disputes and chargebacks within established regulatory and departmental timeframes.
• Support Business Card Services, including opening new business card accounts, processing adjustments, and completing related file maintenance, research, and resolution activities.
• Process and maintain card servicing activities such as card issuance, reissuance, activation, closures, and account updates.
• Monitor and respond to fraud alerts, escalating suspicious or high-risk activity in accordance with procedures.
• Maintain accurate records and documentation within card systems, core processing systems, and case management tools.
• Ensure all activities are completed in compliance with credit union policies, card network rules, and applicable regulations.
• Collaborate with internal departments (e.g., branches, contact center, fraud, and operations) to resolve issues and support card program operations.

Salary

Level I: $18.45 – $23.06 per hour

Level II: $20.49 – $25.62 per hour

New hires are typically brought in between the range minimum and maximum based on qualifications, internal equity, and budget.

Performance Measurements:

Competencies:
People Focus - Level 1 (Core)
Collaborating with Others - Level 1 (Core)
Continuous Learning - Level 1 (Core)
Attention to Detail - Level 1
Problem Solving - Level 1
Analytical Thinking - Level 1
Decision Making - Level 1
Fraud Detection and Control - Level 1

Benefits: 

• Medical, Dental, and Vision Insurance with Del Norte covering up to 85% of employee insurance premiums
• Flexible Spending Account
• 401(k) with up to a 7.5% company match
• Company-paid Life Insurance and Disability coverage for eligible employees
• Generous PTO, sick leave, paid holidays, volunteer hours, and Mental Health Days
• Employee Assistance Program with free counseling resources
• Tuition reimbursement
• Wellness benefits including a free gym membership 
• Employee loan and banking discounts
• Flexible Spending Account
• Ongoing learning and development opportunities.
• Spanish Speaking Incentive

Requirements

Experience:

One to twelve months of similar or related experience preferably gained working in a financial institution.

Education:

A high school education or GED.

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:

Microsoft Office Suite (Intermediate)
Credit Card products (Developing)
Credit Card Processing Software (Developing)
ATM Systems (Developing)
Regulatory Compliance (Developing)

Physical Requirements:

This position is primarily sedentary and requires the ability to remain seated or standing for extended periods while operating a computer and other office equipment. Manual dexterity is needed for typing, using a mouse, and handling documents. The role may involve occasional reaching, bending, or manipulating objects, as well as light lifting of up to 15 pounds. Visual and auditory acuity are required for reading documents, creating content, and communicating effectively. Reasonable accommodations will be provided to enable individuals with disabilities to perform essential job functions.

Work Environment:

Work is primarily performed in a professional office setting. The environment is generally quiet to moderate in noise levels and involves regular interactions with peers, vendors, community partners and the public. The role requires occasional travel between office locations and may include periodic extended hours to meet project deadlines or support events. Employees may experience occasional exposure to outdoor conditions while traveling or attending events.