Card Services Support Specialist II

The Card Services Support Specialist performs operational and customer service functions supporting the Bank's debit card program and related electronic payment services. Responsibilities include debit card production and maintenance, customer support, dispute processing, fraud monitoring, risk mitigation, regulatory compliance activities, and reconciliation functions. Position level is determined by experience, demonstrated proficiency, independence, decision-making authority, and subject matter expertise.

Customer Service and Card Maintenance (20%)

• Respond to routine internal and external customer inquiries.
• Perform card maintenance requests, limit increases, and account research.
• Update card system records and process basic requests.
• Assist with card reporting and cleanup activities.
• Resolve escalated customer issues involving card access, transaction disputes, and maintenance exceptions.
• Research complex card activity and recommend resolutions.
• Assist branches with non-routine card servicing requests.

Debit Card Operations (40%)

• Produce Instant Issue debit cards.
• Process replacement card requests.
• Maintain returned card inventory and activity logs.
• Perform card destruction under dual-control procedures.
• Process routine card maintenance functions.
• Independently manage all debit card production workflows.
• Resolve system, vendor, and production exceptions.
• Coordinate with vendors regarding card operational issues.
• Monitor card inventory and operational controls.

Disputes and Chargebacks (15%)

• Process routine consumer dispute claims.
• Enter disputes into applicable processing systems.
• Process provisional credit requests under established guidelines.
• Maintain documentation and case files.
• Investigate and resolve complex disputes and chargebacks.
• Perform account research and fraud analysis.
• Reconcile dispute-related general ledger accounts.
• Prepare customer communications related to dispute outcomes.

Reconciliation and Quality Control (10%)

• Review reports for accuracy.
• Process routine adjustments and exception items.
• Investigate discrepancies and balancing issues.
• Recommend corrective actions.

Fraud Monitoring and Investigations (10%)

• Review assigned fraud alerts and exceptions.
• Contact customers regarding suspicious transactions.
• Update fraud monitoring systems.
• Conduct detailed investigations of fraudulent transactions.
• Coordinate fraud cases with internal departments and external partners.
• Prepare documentation supporting loss recovery efforts

Special Projects and Other Duties (5%)

• Participate in departmental projects.
• Support operational initiatives.
• Perform additional duties as assigned.

Education and Experience: 

• Associate degree in Business Administration, Accounting, Finance, Information Systems, or related field required.
• Equivalent relevant experience may be considered in lieu of a degree.
• Three years of banking operations, electronic banking, card services, fraud, dispute processing, deposit operations, or related experience required.
• Experience processing Regulation E disputes and chargebacks.
• Experience working with card processing systems and fraud monitoring tools.  

Knowledge, Skills, and Abilities:

• Knowledge of banking products and services, debit card operations, customer service practices, and applicable regulatory requirements.
• Strong analytical, problem-solving, and reconciliation skills with the ability to independently investigate and resolve issues.
• Effective communication, organizational, and time-management skills with the ability to manage multiple priorities in a deadline-driven environment.
• Proficiency in Microsoft Office and the ability to accurately review, interpret, and maintain operational data.
• Commitment to maintaining customer confidentiality and delivering exceptional service to customers and business partners.

Travel

0-10%

Physical demands:  

Employee may experience the following physical demands for extended periods of time: view computer monitors, keyboarding, sitting, motion of fingers/hands/wrists, and standing/walking; occasional lifting, carrying, pushing, or pulling up to 20 pounds.

Work Environment: 

Work is performed in an operational office environment.

Note:

This job description contains the essential functions, duties, and responsibilities of the position in accordance with the Americans with Disabilities Act (ADA).  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. C&F Bank reserves the right to make future revisions to this job description and the inherent responsibilities of the position based on the needs of the organization.

Equal Employment Opportunity Statement -- C&F is committed to providing equal employment opportunity to all qualified persons and reaffirms in policy and practice that it shall not discriminate against applicants or employees because of race, color, religion, gender, age (over 40), disability, genetic information, veteran status (disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, Armed Forces service medal veterans, and Vietnam era veterans), national origin, or any other consideration protected by applicable federal, state, or local law. This applies to all areas of employment, including promotion, transfer, layoff, termination, compensation, benefits, recruitment advertising, recruitment, and selection for training.

If hired in Virginia, the base pay for this position at C&F Financial Corporation is generally between $41,000.00 and $57,000.00 annually. Actual base pay is determined on an individualized basis, taking into account relevant experience, job-related skills, education, geographic location, and other non-discriminatory factors permitted by law.