First State Bank Card Service Representative

We are seeking a detail-oriented and customer-focused Card Services Representative to join our Card Services Department at First State Bank. This position requires an individual with strong analytical skills, exceptional problem-solving abilities, and a commitment to delivering outstanding customer service. You will serve customers by handling both debit and credit card operations, including customer support, account balancing, dispute resolution, fraud detection and prevention, troubleshooting technical issues, and ensuring compliance with card network regulations. As a Card Services Representative, you will serve as a trusted resource for customers navigating card-related concerns while maintaining the security and integrity of our card programs across the First Breckinridge Bancshares family of banks. 

Essential Job Responsibilities:

· Provide comprehensive customer service and support for debit and credit card inquiries via phone, email, chat, and in-person, addressing questions about transactions, card activation, PIN resets, lost/stolen cards, and account access.

· Process and resolve customer disputes related to debit and credit card transactions in accordance with Regulation E, Regulation Z, and card network rules, ensuring timely filing and resolution.

· Monitor, investigate, and respond to suspected fraud activity on debit and credit card accounts, contacting customers to verify transactions, placing holds or blocks on compromised cards, and issuing replacements as needed.

· Perform daily balancing and reconciliation of card-related GL accounts, settlement files, and transaction batches to ensure accuracy and identify discrepancies promptly.

· Troubleshoot technical issues related to card systems, ATM transactions, point-of-sale declines, online authorization problems, and mobile wallet integrations, coordinating with vendors and IT as necessary.

· Assist with card issuance and maintenance activities including ordering new cards, replacing lost or stolen cards, updating card controls and limits, processing embossing requests, and maintaining cardholder records.

· Review and process chargebacks, representments, and pre-arbitration cases, gathering supporting documentation and ensuring compliance with card network timelines and procedures.

· Monitor card program performance metrics, transaction trends, decline rates, and fraud patterns, preparing reports and communicating findings to management.

· Stay current on card network regulations, payment industry standards (PCI-DSS), and bank policies related to debit and credit card operations, fraud prevention, and consumer protection laws (Reg E, Reg Z).

Qualifications:

· High school diploma or equivalent, required. Associate's degree or higher in Business, Finance, or related field preferred.

· Minimum of 1-2 years of experience in banking operations, card services, customer service, fraud prevention, or related field.

· Strong analytical and problem-solving skills with exceptional attention to detail and accuracy in transaction review and account reconciliation.

· Excellent customer service and communication skills with the ability to explain complex card issues clearly and professionally to customers.

· Knowledge of debit and credit card operations, payment processing, card network rules 

(Visa, Mastercard), and banking regulations (Reg E, Reg Z), or willingness to learn.

· Experience with fraud detection, investigation techniques, and ability to identify suspicious transaction patterns and trends.

· Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and ability to learn card management systems and reporting platforms.

· Ability to maintain confidentiality, handle sensitive customer and financial information with discretion, and represent the bank professionally.

· Team-oriented mindset with flexibility, adaptability to changing priorities, and willingness to provide cross-departmental support.

DISCLAIMER: This position description is intended to describe the general nature and level of work being performed by employees in this role. It is not intended to be an exhaustive list of all duties, responsibilities, and qualifications. Management reserves the right to revise this position and to assign or reassign duties to/from this role at any time. The requirements listed are the minimum levels of knowledge, skills, or abilities required.