Card Operations Specialist

J  o  b    D  e  s  c  r  i  p  t  i  o  n

THE DETAILS

Job Code:

1751

Grade:

16H

Status:

Non-exempt

POSITION AND PURPOSE

The Card Operations Specialist supports the Credit Union's vision, mission, and strategic goals by providing accurate, efficient, and member-centric support for both credit and debit card operations. Responsibilities include resolving account inquiries, posting transactions, managing settlements, processing adjustments, handling out-of-balance and fraud-related conditions, and supporting cross-functional collaboration. The Specialist plays a critical role in executing daily production responsibilities, including the accurate posting and reconciliation of VISA and Mastercard settlement files for both consumer and business card programs. This position handles complex operational exceptions, performs detailed research on escalated servicing issues, and ensures the integrity of card transaction flows across multiple systems and networks. Specialists also contribute to policy and procedure development, staff training, and operational readiness by ensuring alignment with regulatory and card network requirements. They monitor operational risk indicators, support compliance assurance activities, and maintain up to date knowledge of card industry regulations, settlement rules, and emerging network practices. The role requires strong analytical skills, technical proficiency, and the ability to identify and resolve discrepancies with accuracy and speed. As subject matter experts, Specialists partner across departments and with external vendors to drive process improvement, enhance operational efficiency, and support the overall performance of the card operations environment.

WHO WE ARE

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE

You execute complex card operations with precision and accountability, serving as a subject-matter expert who analyzes, reconciles, and resolves escalated credit and debit card transactions, settlement activity, and operational exceptions across multiple systems and networks.

You are a technically proficient and analytical problem solver who applies deep knowledge of card processing, settlement rules, and regulatory requirements to protect data integrity, mitigate operational risk, and ensure accurate posting and reconciliation of card activity.

You partner cross-functionally to strengthen operational performance, supporting Representatives through guidance and escalation support, contributing to procedure development and training, and driving continuous improvement initiatives that enhance efficiency, compliance, and the member experience.

THE WORK

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Respond promptly and professionally to escalated members and internal inquiries related to credit and debit card transactions, accounts, servicing issues, and operational exceptions requiring specialized research and resolution.

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Monitor card account activity, settlement reports, and network files to ensure adherence to internal controls, policies, procedures, and card network requirements.

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Analyze, post, and validate daily VISA and Mastercard settlement activity for both consumer and business card portfolios, ensuring accurate posting to member and general ledger accounts.

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Reconcile complex cardholder and GL activity, investigate discrepancies, and resolve issues such as incorrect postings, settlement variances, rebate transactions, and system mismatches.

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Process advanced adjustments and conduct detailed research on issues such as missing or duplicate payments, declined or failed transactions, card orders, fee and payment reversals, stop payments, limit changes, balance transfers, ATLP items, and merchant credits for closed accounts.

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Manage returned check adjustments, chargebacks, ATM/debit deposit discrepancies, and check copy requests, ensuring accuracy, timeliness, and alignment with network and regulatory requirements.

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Resolve escalated issues involving authorized users, corporate card payments, automatic loan payments, and complex account configurations requiring elevated technical knowledge.

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Collaborate extensively with internal business partners and external financial institutions to address escalated concerns and deliver complete, accurate resolutions that support member experience and operational integrity.

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Educate team members, including Representatives, on card features, decline codes, fraud prevention principles, servicing best practices, and operational procedures to ensure consistent, high-quality support.

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Maintain and enhance departmental procedures and reference documentation, ensuring alignment with updated operational requirements, Network Operating Rules, and regulatory changes.

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Assist in developing, revising, and implementing policies and procedures related to credit and debit card operations, contributing expertise toward risk mitigation, efficiency, and service improvements.

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Participate in and support delivery of training programs, including assisting with onboarding of new team members and reinforcing ongoing staff development.

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Support the Sr. Card Operations Specialist by contributing to department monitoring, quality reviews, operational audits, and controls testing to ensure compliance and operational readiness.

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Lead or contribute to process improvement initiatives, identifying inefficiencies, recommending solutions, and helping implement workflow enhancements to strengthen department performance.

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Demonstrate full proficiency in internal systems—including Client Central, DataSafe, Verafin, LoansPQ, eSign+, CW3, and others—to troubleshoot issues, validate data, and support operational continuity.

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Perform all research requests related to settlement activity, ensuring timely, accurate, and well-documented findings for internal reviewers, leadership, and audit partners.

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Support Card Operations Representatives by serving as an escalation point, providing guidance, reviewing complex cases, and ensuring frontline accuracy and consistency.

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Assist with department testing, system validation, and production verification during system updates, network changes, or new product rollouts.

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Perform other duties as assigned to support operational excellence, compliance, and achievement of organizational goals.

QUALIFICATIONS

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H.S. Diploma or General Education Degree (GED) required

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Associate’s Degree in Business Administration, Finance, or a related field; OR an equivalent combination of education and related work experience required

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3+ years in credit/debit card operations or financial services required

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3+ years of customer service experience, ideally in banking, call center, or financial operations required

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Advanced communication and interpersonal skills, with the ability to translate complex card operations concepts into clear guidance for internal teams, vendors, and cross‑functional partners. Demonstrated professionalism, sound judgment, and strict adherence to confidentiality standards when handling sensitive financial, transactional, and member information. High proficiency in card processing platforms, settlement tools, and financial systems, with the ability to troubleshoot issues, interpret data, and validate transaction flows across multiple systems. Ability to work both autonomously and collaboratively, demonstrating adaptability, ownership of work, and the capacity to manage competing priorities in a deadline-driven, high-volume operations environment. Continuous learning mindset, with the ability to quickly absorb new regulations, network rules, system updates, and evolving card industry standards.

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None required

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Takes Initiative - Owns tasks and responsibilities 

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Delivers Results with Agility - Meets deadlines and adapts

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Collaborates Across Teams - Works well within the team Solves Problems Proactively

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Handles day-to-day challenges Builds Trust and Credibility - Demonstrates reliability 

ORGANIZATIONAL CONTACTS AND RELATIONSHIPS

INTERNAL:

Accounting, Department staff, Branch Staff, Fraud, Loan Services, Member Care, Lending, Product, Technical Writing, Contact Center, Records, Business Member Support, IT, and Payment Services Operations.

EXTERNAL:

Members, processors, vendors, peer credit card operators.

WORKING CONDITIONS

Work time includes weekend and after-hours time, based on organizational needs. This position works in-office where working conditions, lighting, temperature, audio, and workspace are all sufficient.

PHYSICAL REQUIREMENTS

Work requires the ability to constantly operate a computer and the ability to read, type, and communicate. Work may require the ability to move work-related supplies weighing up to 10-15 pounds.

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.

DECLARATION/ACKNOWLEDGEMENT

This job description outlines the essential functions and physical/mental requirements necessary to perform this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.