Card Services Administrator

JOB TITLE: Card Services Administrator REPORTS TO: Operations Manager CLASSIFICATION: Exempt WORK ARRANGEMENT: Hybrid (onsite a minimum of 2 days a week) SUMMARY/OBJECTIVEThe Card Services Coordinator is responsible for the daily administration, performance, and support of the credit union’s debit, credit, ATM, prepaid, gift, and digital payment card programs. This role acts as the primary subject matter expert for card operations, ensuring exceptional member experience, operational accuracy, regulatory compliance, and effective vendor coordination. The role requires strong analytical ability, knowledge of payment networks and dispute processes, and the ability to collaborate across departments to support efficient workflows and continuous improvement. In addition to card services, provides back up support to the operations team. DUTIES & RESPONSIBILITIESCard Program OperationsAdminister daily processing and servicing for debit, credit, ATM, prepaid, gift, and digital wallet platforms.Coordinate card issuance, reissue cycles, PIN resets, travel notifications, and system parameter configurations.Maintain BIN tables, inventory controls, network updates, and card-related system configurations.Monitor ATM fleet performance and coordinate service tickets and cash load schedules.Member Support & Internal GuidanceServe as the primary resource for branch, call center, lending, and operations teams on card workflows and troubleshooting.Research and resolve escalated member card issues, declines, access concerns, and settlement discrepancies.Support communication during outages, maintenance windows, or vendor-driven service disruptions.Fraud Prevention & Dispute ResolutionCoordinate escalated fraud cases and account concerns with third-party fraud service providers.Assist with chargebacks and dispute resolution, ensuring accurate documentation and regulatory compliance.Participate in fraud trend reviews and recommend control enhancements to reduce exposure.Collaborate with the Fraud team to ensure a consistent approach to fraud prevention and resolution across channels.Vendor & Network CoordinationServe as the operational contact for card processors, ATM vendors, and card network partners.Track service performance, monitor SLAs, and escalate unresolved items.Participate in upgrades, reissue events, conversions, and digital payment enablement initiatives.Data Analysis & Performance ReportingTrack metrics such as activation rates, interchange trends, dormant card percentages, dispute turn-times, and ATM uptime.Review member survey feedback to identify service gaps and recommend improvements.Prepare summary reporting for leadership and committee review.Compliance & DocumentationEnsure compliance with regulations including Reg E, Reg Z, UDAAP, PCI DSS, and applicable network and credit union policies.Maintain accurate, up-to-date, audit-ready documentation, procedures, and workflow references.Support remediation of audit and regulatory findings.KNOWLEDGE/SKILLS/EXPERIENCEStrong understanding of debit/credit card processing, dispute handling, and servicing workflows.Familiarity with payment network rules, vendor processes, and fraud mitigation practices.Ability to analyze operational data and translate findings into actionable process improvements.Excellent communication and collaboration skills with an ability to support and train staff.Experience training or mentoring employees.Demonstrated attention to detail, accuracy, organization, and follow-through.Proficient in core banking platforms and card processor systems (e.g., Symitar, FIS, CPS, Jack Henry).QUALIFICATIONS/EDUCATIONHigh school degree required, with some college courses or professional certifications preferred3–5 years of experience in card services, payment operations, or financial services operations.Working knowledge of card network rules, PCI DSS, Reg E, Reg Z, Reg CC, and UDAAP.Experience resolving disputes, coordinating fraud escalations, and supporting member-facing card service needs.Prior participation in card processor conversion, BIN expansions, instant-issue deployment, or reissue cycles, preferred.Familiarity with digital wallet provisioning and payment tokenization workflows, a plus.A personal smartphone with the capability of uploading the latest operating versions of IOS or Android, is required. OTHER DUTIES Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.Must comply with applicable policies, laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.Employees of On Tap Credit Union are responsible for maintaining the trust of our members, partners, and regulators through the safekeeping of member, Credit Union, and employee information assets. To this end, each employee is responsible for understanding and adhering to On Tap Credit Union’s Information Security Policy and Program as the same relates to their role and work. These duties vary by position and additional duties related to information security and/or participation in committees related to information security may be assigned from time to time. CORE VALUESAs a team member of On Tap Credit Union, you’ll come to know our K.E.G. of Excellence as they heartbeat of our organization – a set of core values the illuminate our path and guide every action and decision we make.Kind: Caring, Empathetic, Approachable Ethical.Engaged: Build Collaborative Relationships, Continual Personal Growth, Accountable.Genuine: Authentic, Honest, Humble. This is what it looks like:Kindness is at the heart of everything we do. It’s about more than just being nice. It's about showing we are caring, empathetic, approachable, and ethical with members and each other.Kindness is showing empathy by listening attentively to a member or colleague who's struggling and offering support. Whereas nice is just agreeing with someone to avoid conflict, even if you don't truly agree with them.Kindness is politely pulling someone aside and discreetly telling them they have spinach in their teeth. Whereas nice ignores the fact that someone has spinach in their teeth because it may feel uncomfortable to say something.Kindness is being approachable by keeping an open mind and putting yourself in someone else's shoes. Kindness is being caring and going the extra mile for a member or colleague.Kindness is being ethical and offering the product and solutions that are truly best for members and colleagues. It’s not about reaching a goal or acting quickly.Engagement reflects our commitment to being present and proactive in our roles. It's about being fully involved in our work, our community, and our members' lives. It’s about building collaborative relationships, continuously growing personally, and holding ourselves accountable.Engagement is building collaborative relationships with members and colleagues, helping them through roadblocks, and celebrating successes. Engagement is building collaborative relationships with the community by volunteering and advocating to make a positive impact. Engagement is being accountable by taking ownership of work, deadlines, commitments, and even mistakes.Engaged is being accountable in meetings by showing up prepared, actively listening, asking questions, limiting tech distractions, and giving thoughtful feedback.Engagement is personal growth by proactively seeking learning opportunities and being adaptable to change. Genuineness is about being authentic and transparent in all our dealings. It's about building trust through honesty and humility.Genuine is being humble by acknowledging that it is a full team effort when getting praised for a job well done. Genuine is giving honest feedback on a broken process or procedure. Then partnering for solutions, not assuming it is someone else’s problem.Genuine is authentically embracing diversity, equity, and inclusion by acknowledging and celebrating the unique perspectives and experiences of individuals.On Tap Credit Union is proud to be an Equal Opportunity Employer who provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.

Salary : $60,000 - $75,000