Card Support Specialist

• Learning and development programs, plus tuition reimbursement to support your career journey.

Additional Perks

• Free Telemedicine
• Employee Assistance Program (EAP)
• Wellness initiatives
• Paid Community Action Volunteer Hours

*Parental Leave and Tuition Reimbursement are available after one year of service.

What you should know about the role

The most essential function of this position is to deliver exceptional service to both internal and external members by embodying the core values of the credit union: Act with Integrity, Drive Progress, Build & Strengthen Relationships, and Keep People at the Core. This role exemplifies these values by aiding disputes, advanced card inquiries, and ATM assistance. Essential duties include processing claims for disputed or unauthorized transactions, representing the credit union by providing members with timely and accurate information regarding the dispute process, handling daily reporting functions, balancing accounts, maintaining queues, and troubleshooting.

What you should know about Advia

Advia is a fast-growing Credit Union that is positioned in the top 3% of credit unions across the United States. We serve almost 200,000 members with assets over $3 Billion. We offer very similar product and services as the big banks with a focus on saving our members money while providing financial advantages. We are rooted in our communities and believe we have a responsibility to give back outside of our four branch walls through volunteering and charitable donations. The work environment at Advia is fast-paced, performance based and fun infused. We certainly live by the saying "work hard, play hard." As an employee of Advia, you can expect regular and constructive feedback, development opportunities, great benefits, excellent co-workers and engaged managers.

Major Duties and Responsibilities

• Daily tasks include pulling reports from processor, sending cases in to processor, comparing to internal reports, identifying discrepancies or transactions that need action, submitting requests for corrections and updates to processor, and completing cash settlement transactions. Includes balancing general ledgers (GLs) and settlement accounts and submitting monthly reports to Management and Accounting, Assists with ATM monitoring, processing daily card queues and providing guidance for internal and external members.
• Manages card queues, handling emails sent to the Card Services inbox, and Card Services help desk tickets. Processes daily reporting functions and builds new cards by establishing and maintaining necessary information on internal systems.
• Processes daily reporting functions through core systems, card management systems, and loan processing systems by establishing and maintaining all necessary information on the internal systems. Pulls and processes daily closures, along with handling dispute reporting and compliance reporting from External Vendor. Accountable for balancing GLs and settlement accounts and submitting reports pertaining to Insurance/Write-offs and Unrecoverable Credit Card losses to accounting.
• Maintains and processes dispute cases including the processing of provisional credit to members as needed and contacting members to provide an update on status of accounts and/or gather and verify additional information on a case.
• Monitors fraud transactions for trends and similarities and forwards to management as needed. Monitors accounts for number of cases and cards regarding card privileges to maintain account safety and the safety of the credit union. Ensures that the member is not abusing the account and/or card privileges.
• Maintains dispute process procedures and suggests improvements as identified. Coordinates employee training on procedures.
• Processes card type changes and limit increases for credit cards. Reviews and addresses disbursement errors, manually builds business and corporate credit cards.
• Contributes to the ongoing success of the Card Service team by demonstrating a willingness to assist with daily tasks across credit, debit, and ATM operations.
• Stays current on Regulation E and ensuring credit union is not at risk. Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Additionally, all employees must follow policies and procedures to minimize risk by exercising judgment, raising questions to management, and adhering to policy guidelines.

Requirements

Experience

A minimum of one year up to three years of similar or related experience, including preparatory experience.

Education/Certifications/Licenses

A high school degree or equivalent

Interpersonal Skills

A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

Other Skills

Able to use database, spreadsheet and word processing software suites to record and maintain records, with member contact as necessary via form correspondence. Able to learn and retain knowledge in depth for all debit card and ATM adjustment function; to follow Visa and ATM network regulations and comply with Federal Reserve Board (FRB) Regulation E to limit potential liability for the credit union judgment, raising questions to management and adhering to policy guidelines.

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 20 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including computer terminal and keyboard, microfiche reader, telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of travel by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled private office with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently and work effectively either on own or as part of a team. Must be able to plan and direct the work activities of self and others. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Client-provided location(s): Kalamazoo, MI

Job ID: AdviaCreditUnion-3837417

Employment Type: FULL_TIME

Posted: 2026-01-15T19:15:16