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Card Services Specialist


Responsible for specialized product or work function. May supervise and train staff involved in specialized product or work function.  Provides support to customers and bank personnel of all affiliate institutions via telephone, mail, email, and direct customer contact.  Takes ownership for knowing and understanding the fraud risks of Card Services products and the regulatory responsibilities required of each department team member. Resolves routine and complex Card related problems.  Provides support and back-up coverage for other staff.  Performs various operational duties.

Primary Responsibilities:

  • Provides excellent customer service via telephone and e-mail communication to both internal and external customers.  Responds to high volume of telephone and e-mail inquiries from customers and branch staff regarding account and debit or ATM card activity. Performs a variety of customer service functions.
  • Acts as primary contact for customers disputing debit card transactions.  This includes speaking with customers to establish items being disputed, sending documentation to customer, issuing and removing provisional credit to the customer account, following up with customer to address any questions either party may have, recording all dispute steps in department logs, and any other additional tasks deemed necessary to the dispute.
  • Responsible for performing settlement and balancing functions within department.  
  • Monitors daily processes as assigned and assist with other department tasks as support or back-up when necessary.
  • Works with management to investigate, resolve and communicate complex issues and problems that affect customers, the department or other team members.
  • Researches cardholder inquiries and prepares a written response, if necessary.
  • At cardholder request, initiates non-monetary changes to the "on-line" systems.
  • Responds to requests for credit card applications.
  • Maintains a working knowledge of all card services products and functions.
  • Provides support to and assist Lending Officers, Branch personnel and Bank departments in all areas of Card Services operations with a focus on Credit Cards.
  • May supervise and train supporting staff as directed.
  • Completes monthly Federal Deposit Insurance Corporation Improvement Act (FIDICIA) tasks as assigned.
  • Performs a variety of general operational functions and administrative duties.
  • Assists with or acts as lead on special projects.
  • All other duties as assigned.

Job Requirements:

  • Associates Degree is preferred
  • Two (2) years of customer services experiences within a financial institution or retail industry
  • Excellent communication (written & verbal) skills and is comfortable working in an environment with 100% phone-based customer interaction
  • Strong interpersonal skills; professional, courteous, customer-friendly, warm, empathetic, level-headed and composed
  • Basic knowledge of accounting skills (ie., Debits vs Credits)
  • Willingness to learn various computer software banking programs
  • Excellent analytical and problem solving skills, detail oriented and able to shift focus in the event of system failure or complications
  • Effectively prioritize work to ensure efficiency and to be able to meet deadlines that may conflict with Federal, State and Processor deadlines

Equal Employment Opportunity/Affirmative Action Employer Tompkins Financial Corporation is committed to the hiring, advancement and fair treatment of all individuals without regard to race, color, creed, religion, age, sex, national origin, disability, veteran status, marital status, family status, gender identity or expression, sexual orientation, and genetic information, or any other protected status in accordance with applicable federal and state laws.

Salary Range
$31,000.00 - 61,000.00
per Year
Salary range estimated by
Ithaca, NY 14850, US