Card Services Rep II

What makes us different from a bank? Part of it is our not-for-profit, cooperative structure. Financial Partners Credit Union is owned by our members, not Wall Street, so we’re committed to doing what’s best for you, rather than the bottom line.

At the same time, we truly believe that focusing on service and member satisfaction is the right thing to do. Our members aren’t just figures on a balance sheet—our mission is to build lifetime financial partnerships.

Since our humble beginnings, we're over $2.2 billion in assets, with 93,000 members, and branches across California, from South San Francisco to San Diego. But one thing hasn’t changed since eight aviation workers pooled $900 in 1937 to launch Financial Partners: our focus on saving money, making money, and saving time for our members.

About the Role:

The Card Services Representative II plays a critical role in delivering exceptional customer service and support related to credit and debit card products. This position is responsible for managing complex customer inquiries, resolving disputes, and providing detailed information about card features, transactions, and policies. The role requires a thorough understanding of card services operations, compliance standards, and fraud prevention techniques to ensure customer satisfaction and protect the institution's assets. The Card Services Rep II acts as a liaison between customers and internal departments to facilitate timely issue resolution and maintain positive relationships. Ultimately, this position contributes to the overall success of the card services team by enhancing customer experience and supporting operational efficiency.

Minimum Qualifications:

• High school diploma or equivalent required; Associate’s degree or higher preferred.
• Minimum of 2 to 3 years' experience in financial services and/or card services environment.
• Strong knowledge of credit and debit card products, transaction processing, and dispute resolution procedures.
• Excellent verbal and written communication skills.
• Proficiency with computer systems and customer relationship management (CRM) software.

Preferred Qualifications:

• Experience working in a credit union or bank card services department.
• Familiarity with regulatory compliance standards such as PCI DSS and the Fair Credit Billing Act.
• Bilingual abilities, especially in Spanish, to support a diverse customer base.
• Certification in customer service or financial services (e.g., Certified Card Services Professional).
• Demonstrated ability to handle high call volumes while maintaining quality and accuracy.

Responsibilities:

• Respond promptly and professionally to customer inquiries regarding card accounts, transactions, and services via phone, email, or chat.
• Investigate and resolve card disputes, fraudulent activities, and billing errors in accordance with company policies and regulatory requirements.
• Provide detailed explanations of cardholder agreements, fees, rewards programs, and security features to customers.
• Collaborate with internal teams such as fraud prevention, collections, and technical support to address and resolve complex issues.
• Maintain accurate records of customer interactions, transactions, and case resolutions using company CRM and tracking systems.

Skills:

The required skills enable the Card Services Representative II to effectively communicate complex information clearly and empathetically to customers, ensuring their concerns are understood and addressed. Proficiency with CRM software and transaction processing systems allows for efficient case management and accurate documentation of customer interactions. Knowledge of card products and regulatory requirements ensures compliance and helps prevent fraud, protecting both the customer and the institution. Preferred skills such as bilingual communication enhance the ability to serve a broader customer base, improving accessibility and satisfaction. Additionally, problem-solving and multitasking skills are essential for managing multiple inquiries simultaneously while maintaining attention to detail and professionalism.