The Card Services Specialist plays a vital role in ensuring accurate and timely processing of card-related transactions and member support activities. This position requires strong attention to detail, sound judgment, and the ability to work effectively in a fast-paced remote setting.
PRIMARY RESPONSIBILIES
Reimbursement Processing
- Review and process manual and automated reimbursement requests.
- Validate reimbursement requests to ensure eligibility based on client specific guidelines.
- Ensure all reimbursements are supported by appropriate documentation.
- Verify account status prior to processing adjustments, including handling of closed or restricted cards in accordance with established manual procedures.
- Process manual reimbursements in designated systems with a high degree of accuracy and attention to detail.
- Prevent duplicate or erroneous payments by performing thorough account and transaction reviews prior to issuance.
- Follow defined procedures for handling special cases, including partial reimbursements, adjustments, and escalated claims.
- Ensure timely processing of reimbursements in alignment with service level agreements (SLAs)
Fraud Management
- Initiate card replacements when fraudulent activity is suspected and reported
- Conduct thorough investigations of reported fraud cases, including reviewing transaction history, account behavior patterns, and supporting documentation
- Process fraud claims and ensure proper documentation is maintained in accordance with company policies and audit requirements
- Ensure timely reimbursement of eligible fraudulent transactions in accordance with company guidelines and regulatory requirements
- Maintain detailed documentation of fraud cases and outcomes.
Wallet Transfers
- Process and monitor wallet-to-wallet transfers.
- Verify member identity and account status before executing transfers.
- Troubleshoot transfer issues and ensure secure completion.