Card Operations Specialist

At INTRUST Bank, People Come First. Guided by strong character qualities—such as respect, compassion, humility, positivity, and initiative—we work to support one another, serve our customers, and strengthen our communities. Here, your career matters. You’ll find an environment where you’re encouraged to grow, empowered to lead at any level, and supported as you build a meaningful career with a trusted organization.

Job Summary: The Card Operations Specialist is responsible for contact with INTRUST Bank customers in person and over the phone to resolve customer inquiries. Customer contact is varied,  in depth and often complex, therefore may require extended engagement to ensure satisfactory resolution.  Independent decision-making is required to resolve customer problems and complaints. Promotes an environment of teamwork within the department and across the bank. Represents INTRUST Bank in all they do in the community and is focused on the development of new business relationships.  Must maintain strict standards of confidentiality and perform duties in a manner supporting INTRUST’s character qualities.

Essential Functions: All expectations described in the job description’s essential functions are necessary to be successful in this role, performed with or without a reasonable accommodation. 

• Works with customers to investigate and document card fraud cases. 

• Monitor and work assigned reports with a risk-focused mindset and taking proactive steps to mitigate potential losses.

• Ability to analyze card activity, data, and trends to take appropriate actions and make appropriate recommendations.  

• Exercise sound judgement when reviewing reports and making decisions that impact customer accounts and bank liability.

• Responsible for being well versed in VISA and other card network chargeback regulations, including representments and how to respond appropriately. 

• Documents and tracks dispute cases to ensure all necessary steps are taken within required timeframes. Responsible for customer follow-up on disputes or cases requiring additional information.

• Provides customer service support to banking center personnel, customers, and customer solution center, assisting with questions and issue resolution.

• Performs necessary functions to replace consumers lost/stolen or fraudulently used cards. Create and print new debit cards on demand, as requested.

Education and Experience: High school diploma or equivalent. 2 years of banking and customer service experience preferred.

Required Skills and Knowledge: Excellent oral and written communication skills, Typing and keyboard skills required. Must be able to work shifts, days, nights, evenings, and weekends. Technical skills with the ability to multi-task between computer screens, systems, and phones. Excellent customer service skills. Ability to work both independently and collaboratively with a team. 

Required Licenses and/or Certifications: None.

Physical Demands: Extended period(s) of time may be spent viewing a personal computer, sitting, standing, and walking. Occasional lifting up to 25 lbs. Must be able to hear and speak clearly both face-to-face and over the phone.  Must be able to use hands to key information and handle objects. The physical demands necessary for this role should be performed with or without a reasonable accommodation.

Working Conditions: Normal office conditions.

This job description summary is not intended to be an employment contract, nor is it intended to state or imply these are the only activities to be performed by the employee occupying this position.  Employees will be required to follow any other duties as assigned or requested by their supervisor.

INTRUST Financial Corporation and its subsidiaries, including INTRUST Bank, are Equal Opportunity Employers whose policy is not to discriminate unlawfully against any qualified employee or applicant  for employment on the basis of protected military or veteran status, disability, race, color, religion, sex, age, national origin, pregnancy, genetic information, sexual orientation, gender identity, or any other classification protected by applicable local, state or federal law; except where an individual’s protected category constitutes a bona fide occupational qualification.