Position Summary
The Card Services Specialist plays a critical role in delivering a seamless, accurate, and secure experience for members across all credit, debit, and ATM/ITM operations. This position serves as a trusted problem-solver, process expert, and key partner to both members and internal teams. The ideal candidate thrives in a fast-paced environment, demonstrates strong investigative skills, and is committed to exceptional service.
Responsibilities include operational processing, card dispute management, regulatory compliance, system troubleshooting, fraud monitoring, and ongoing collaboration across the organization.
What You’ll Do
Be the Go-To Expert
- Act as a subject matter expert for branch teams and internal partners requiring assistance with card, terminal, and transaction-related inquiries
- Provide clear, timely, and accurate support for escalated member and employee issues
- Support troubleshooting for plastics, terminals, phone queue escalations, and member outreach needs
Card Operations & Daily Processing
- Review and process daily and monthly card operations reports, including card issuance, unposted transactions, returned plastics, returned credit card payments, address changes, regulatory compliance items, and other processor reports
- Perform daily ATM settlement balancing and submit reconciled reports and adjustments to Accounting.
- Monitor ATM/ITM deposits for red flags or suspicious activity and collaborate promptly with the Fraud team
- Process and execute required tasks to support debit and credit card lifecycle management
Investigate & Resolve Member Issues & Disputes
- Work directly with the card processor to initiate, research, troubleshoot, and resolve card and ATM transaction disputes
- Open and manage cases with the card processor, ensuring accurate updates and system corrections
- Ensure compliance with the Card Act, Visa regulations, Reg E, Reg Z, and internal policies
- Complete all components of the dispute workflow, including:
- Interview and intake
- Transaction research
- Chargeback processing
- Merchant responses
- Applicable monetary credit posting
- Member communication
- Troubleshooting and documentation
Cross-Functional Communication & Workflow Management
- Monitor and complete incoming contact events, ATM eForms, and emails from internal departments throughout the day
- Collaborate with colleagues enterprise-wide to ensure timely and accurate resolution of member-impacting issues
- Provide clear and professional written and verbal communication
Support Team Success & Continuous Improvement
- Participate in special projects and additional duties as assigned by management
- Demonstrate adaptability as processes, technologies, and member needs evolve
- Maintain awareness of operational risks and contribute to process improvement efforts
What You’ll Bring
Education & Experience
- High school diploma or equivalent required (strongly preferred)
- Minimum of 2 years of banking, card operations, or financial services experience strongly preferred
- Experience with debit and credit card processing systems an
- operating platforms required
Skills & Competencies
- Strong attention to detail with a focus on accuracy and risk awareness
- Solid understanding of banking regulations, including Reg E, Reg Z, and the Card Act
- Ability to learn and maintain knowledge of lending and compliance regulations
- Excellent verbal and written communication skills
- Strong problem-solving mindset with curiosity and initiative
- Ability to prioritize tasks, manage workload, and remain focused under pressure
- High comfort level with technology and frequent computer use
- Card systems experience, including COCC Insight, Fiserv Card Services processing, and dispute processing systems
- Demonstrated adaptability, dependability, teamwork, and service excellence
Why Join Our Team
Compensation & Benefits Summary
Comprehensive Health Coverage
Health, Dental, and Vision coverage for employees working minimum 20 hours per week. Metro provides assistance toward premiums and copays and offers 100% coverage on prescription copays through the Prescription Drug Program.
Time Off
Three weeks of paid vacation per year and 11 paid holidays, supporting work-life balance from day one.
Competitive Compensation
Annual bonuses for all staff, including both annual performance bonus and annual vesting retention bonus.
Robust Retirement Benefits
401(k) retirement matching plan and Safe Harbor Plan. Metro contributes 3% regardless of employee contribution, ensuring your financial future is secured.
Wellness & Financial Support
Wellness incentives, Employee Assistance Program, Flexible Spending Account, and range of voluntary benefits including LTD, STD, and AD&D. Access to no-interest loans and $150 per quarter reimbursement for wellness and lifestyle expenses.
Career Development
Strong growth opportunities with individualized development plans. Position-related tuition assistance available after one year of eligibility. Superb in-house training programs to build your skills.
Additional Perks
Discounts on pet insurance. A growing, dynamic work environment with strong culture and exceptional team members who are passionate about serving our community. Additional benefits include wellness reimbursements, tuition assistance, and professional development opportunities.
Hybrid Policy Eligibility
Minimum days in office per week: 3 (Tuesday and Wednesday required).
Minimum days in office for onboarding: 90 days.
4x10 eligible: Yes.
Compensation Disclosure
$26.00 – $35.00/ hour.
The salary range listed provides a general expectation for the role. Final compensation is based on experience, unique strengths, and the impact you are expected to make. Metro also offers a competitive benefits package and additional perks that contribute to total compensation.
Ready to Make an Impact?
At Metro Credit Union, we believe our employees are our greatest asset. We are committed to creating a work environment where you can thrive professionally while maintaining work-life balance. From comprehensive benefits and competitive compensation to opportunities for growth and development, we invest in your success. Join a team where your work makes a real difference in protecting our members and strengthening our community.
About Metro Credit Union
Metro Credit Union is the largest state-chartered credit union in Massachusetts, with $3.4 billion in assets. Metro provides a full range of financial products to more than 200,000 members in Barnstable, Bristol, Essex, Franklin, Hampden, Hampshire, Middlesex, Norfolk, Plymouth, Suffolk, and Worcester counties in Massachusetts, and Cheshire, Hillsborough, Merrimack, Rockingham, and Strafford counties in New Hampshire. Metro is the credit union of choice for employees at over 1,200 companies through its Metro@work program.
Founded in 1926, Metro currently operates branch offices in Boston, Burlington, Chelsea, Dorchester, Framingham, Lawrence, Lynn, Medford, Melrose, Newton, Peabody, Reading, Salem, Tewksbury, and West Roxbury. Metro is also a Juntos Avanzamos ("Together We Advance") designated credit union, an honor given to financial institutions for their commitment to serving and empowering Hispanic and immigrant consumers. Metro was recently named among the most charitable companies in Massachusetts by the Boston Business Journal; voted Top Credit Union in Banker & Tradesman's Best of 2025 awards; and recognized as one of America's Best Regional Banks and Credit Unions in 2025 by Newsweek. Learn more at MetroCU.org.
