Card Services Specialist

Are you passionate about assisting others, solving problems with accuracy, and delivering exceptional service with assurance and empathy?

Merchants Bank, Winona, is seeking a full-time Card Services Specialist. This position will be 40 hours/week. Hours will vary to match department work hours, with a Saturday rotation.

The Card Services Specialist performs daily operational, administrative, accounting, customer service, and support functions for the Bank’s credit and debit card programs, including cash advance equipment maintained at branch locations. This role helps ensure card transactions, payments, maintenance requests, reports, reconciliations, fraud responses, and customer inquiries are handled accurately, efficiently, and in accordance with applicable requirements.

The Specialist works closely with Card Services leadership, branch teams, Finance, Risk Management, and other business lines to resolve issues, support cardholders, maintain effective processes, and contribute to product, service, and operational improvements. The individual must demonstrate strong communication, organization, accuracy, problem-solving, and prioritization skills and must adapt effectively to changing systems, procedures, and customer needs.

Please click on Apply Now or apply in person at Merchants Bank, Winona (102 E 3rd Street). Questions can be emailed to hr@merchantsbank.com. Merchants Bank is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.

Essential Duties

• Daily Operations and Customer Service:
• Download, review, and process daily debit and credit card reports.
• Process credit card payments received by phone, email, and mail.
• Process credit and debit card maintenance requests and document pertinent account information accurately.
• Provide customer service and online and mobile app support to credit and debit card customers by phone, email and in person.
• Research and resolve cardholder questions, transaction concerns, and service issues; escalate complex or sensitive matters appropriately.
• Respond to fraud concerns, complete required documentation, and follow established prevention, escalation, and resolution practices.
• Provide backup support for critical department functions and recurring activities.
• Provide backup support for Online Banking / Call Center staff as requested

• Reconciliation, Reporting, and Controls:
• Balance the credit card portfolio to general ledger totals using reports provided by Finance.
• Balance credit card checking accounts against prior-day payments and cash advances.
• Assist with the preparation and submission of the monthly statement package to Finance.
• Run and balance monthly rewards-points redemption reports.
• Prepare monthly usage, card interchange, interest, and delinquency reports and related customer letters.
• Assist with preparation of the monthly credit card preapproval list and quarterly rewards liability reports.
• Complete recurring reports, reconciliations, account activity reviews, and documentation accurately and within established deadlines.
• Identify discrepancies, research underlying causes, and communicate or escalate unresolved balancing and control issues.

• Card Program and Branch Support:
• Support credit and debit card products, promotions, balance-transfer opportunities, preapproval campaigns, and other appropriate card-growth activities.
• Provide branch and front-line employees with product, process, promotion, and service information and respond to card-related questions.
• Assist with card program updates, procedural changes, product enhancements, services, and card accessories.
• Assist with recurring debit and credit card promotions.
• Participate in training, branch support, customer meetings, and card-product demonstrations as requested.
• Work collaboratively with other departments to assist with call overflow and digital tool management.

• Risk Management, Fraud, and Process Improvement:
• Maintain knowledge of and follow applicable laws, regulations, card-network requirements, Bank policies, and departmental procedures.
• Protect confidential customer and Bank information and follow established security and verification practices.
• Complete compliance assignments and required training within established timeframes.
• Maintain accurate records and documentation to support internal controls, audits, examinations, and issue resolution.
• Identify and communicate opportunities to improve accuracy, efficiency, customer experience, fraud controls, systems, products, vendor service, and department processes.
• Report suspicious card activity and transactions to appropriate staff to minimize risk and loss for the Bank
• Assist with testing, implementation, documentation, and training related to system, product, vendor, or process changes.
• Perform other duties as assigned based on business needs.

Ongoing Expectations

• Stay current on regulations, products, services, systems, industry developments, and related processes.
• Contribute to a positive working environment through words and actions.
• Greet internal and external customers in a friendly, professional manner.
• Take responsibility for ensuring internal and external customers receive outstanding service.
• Maintain regular and dependable attendance.

Minimum Qualifications

• Two or more years of banking, card services, payment operations, accounting, customer service, or related financial-services experience required.
• Knowledge of credit and debit card products, systems, operational processes, reconciliations, fraud practices, and applicable regulatory requirements preferred.
• Experience working with card processors, service providers, or card networks preferred.
• Strong analytical, accounting, organizational, problem-solving, and decision-making skills.
• Strong verbal, written, interpersonal, and customer service skills.
• Ability to work accurately with detailed information, manage multiple priorities, meet recurring deadlines, and follow through on open items.
• Ability to work independently and collaboratively and adapt to new systems, procedures, products, and service expectations.
• Ability to travel to Bank locations and customer or business meetings as needed.

Desired Skills and Abilities

• Bilingual English/Spanish

Working Conditions

Work is performed indoors in a moderate to high noise environment. The role works independently and collaboratively, has limited in-person customer traffic, and involves a high degree of telephone and computer contact. Exposure to hazardous substances is very limited.

Physical/Mental Demands

Work is performed primarily while seated at a desk, with the option to stand as desired. Lifting is limited and will not exceed 25 pounds. Extensive computer work requires good hand/eye coordination and dexterity. The role requires sound reasoning, accuracy, clerical perception, attention to detail, and the ability to interact professionally with customers by phone, written correspondence, and in business meetings.

Relationships

This position reports to the AVP/Director of Card Services and is responsible for fulfilling assigned functions and responsibilities. The role has regular contact with customers, branch employees, and staff members and must conduct themselves in a manner that supports and enhances the overall image of the Bank.