Senior Card & Payment Operations Specialist

Description

Senior Card & Payment Operations Specialist | Location: 11149 Research Blvd, Austin, TX, 78759 | Schedule: Monday-Friday 7:30am-4:00pm or 8:00am-4:30pm based off operational business needs | FLSA Status: Nonexempt

At Austin Telco Federal Credit Union, we’re dedicated to making a positive impact on our members, our community, and each other. If you’re someone who enjoys managing card operations, investigating fraud, resolving payment discrepancies, and supporting secure and accurate financial transactions, our Senior Card & Payment Operations Specialist position could be your next great opportunity. This role serves as a subject matter expert for the Credit Union’s debit and credit card programs while supporting payment operations and delivering exceptional service to members and internal teams. Come grow with us and make a difference every day.

• Administer daily debit and credit card operations, including card issuance, maintenance, replacements, activations, and closures.
• Manage card settlement activities and assist with reconciling card-related accounts to ensure timely and accurate processing.
• Investigate, process, and resolve cardholder disputes, chargebacks, and error resolution claims in accordance with network rules and regulatory requirements.
• Monitor fraud detection systems and alerts and take appropriate action to mitigate fraud losses and protect member accounts.
• Research suspicious transactions and analyze fraud trends to identify risks and recommend preventive measures.
• Serve as a liaison with card processors, vendors, and network partners to resolve operational issues and support enhancements to card programs.
• Maintain accurate cardholder records and ensure card management systems are updated appropriately.
• Monitor ATM fleet activity and performance; coordinate with vendors and service providers to resolve issues, maintain uptime, and ensure efficient ATM operations.
• Prepare and analyze reports related to card usage, fraud activity, disputes, settlements, and operational performance.
• Assist with audits, compliance reviews, and examinations related to card operations.
• Develop and maintain procedures and documentation supporting card services operations.
• Provide guidance and support to internal staff regarding card services processes, policies, and member inquiries.

• Assist with ACH processing, wire transfers, stop payments, check adjustments, and other payment-related functions.
• Research and resolve member inquiries related to account activity, statement requests, checks, and payment transactions.
• Balance daily transactions, clearing accounts, settlements, and related general ledger accounts.
• Investigate and resolve payment exceptions and reconciliation discrepancies.
• Support ATM operations, payroll processing activities, and other payment services functions as assigned.
• Assist with departmental projects, audits, record requests, and operational initiatives.

• Deliver exceptional service to members and internal departments through timely, professional, and accurate communication.
• Collaborate with accounting, branch operations, lending, compliance, and other business units to support organizational objectives.
• Identify opportunities to improve operational efficiency, member experience, and risk controls.
• Mentor and train employees within the Payment Services Team.
• Point of escalation for complex member situations and act as a backup to the Manager of Payment Services.
• Perform other duties as assigned.

• 3-5 years of experience in card services within credit union or banking institutions.
• High school diploma or equivalent required.
• Demonstrated experience supporting debit card and/or credit card operational functions.
• 1-3 years of experience with card disputes, chargebacks, fraud monitoring, settlements, and reconciliations.
• Strong analytical, problem-solving, and organizational skills.
• Ability to balance high-volume transactional work while maintaining exceptional accuracy.
• Strong written and verbal communication skills.
• Proficiency with Microsoft Office Suite, including Excel.
• Ability to manage multiple priorities and deadlines in a fast-paced environment.

• Associate degree in Finance, Accounting, Business Administration, or related field preferred or equivalent combination of education and experience.
• Experience in payment operations within a financial institution.
• Experience managing ATM operations and related vendor relationships.
• Experience with Symitar, Visa DPS, Q2, Falcon, Verafin, or similar core processing, card management and fraud monitoring systems.
• Working knowledge of Visa rules and regulations, chargeback processing, and card network operating requirements.
• Knowledge of NACHA Operating Rules, Regulation E, Regulation Z, Check 21, and UCC Articles 3 and 4.
• Experience balancing settlement and general ledger accounts.

We’re more than a credit union — we’re a community. At Austin Telco, you’ll find a supportive culture, opportunities for growth, and a mission-driven team that puts people first.

• Comprehensive Benefits: Medical, dental, vision, disability, and life insurance, plus optional coverage for critical illness, legal support, and more
• Paid Time Off: Federal holidays, vacation, sick leave, and special paid days for birthdays, work anniversaries, and other milestones
• Retirement Plans: 401(k) with company match and a pension plan
• Community Engagement: Volunteer opportunities and credit union-sponsored events
• A supportive, mission-driven culture that values respect, empathy, service, integrity, and cooperation

• Good credit standing (verified prior to interview)
• Completion of an Assessment
• Successful background check and drug screening upon offer

We celebrate diversity and are committed to creating an inclusive environment for all employees.