Job Description
OVERVIEW
The Card Services Specialist plays a vital role in ensuring accurate and timely processing of card-related transactions and member support activities. This position requires strong attention to detail, sound judgment, and the ability to work effectively in a fast-paced remote environment.
PRIMARY RESPONSIBILIES
Reimbursement Processing
Review and process manual and automated reimbursement requests.
Validate reimbursement requests to ensure eligibility based on client specific guidelines.
Ensure all reimbursements are supported by appropriate documentation.
Verify account status prior to processing adjustments, including handling of closed or restricted cards in accordance with established manual procedures.
Process manual reimbursements in designated systems with a high degree of accuracy and attention to detail.
Prevent duplicate or erroneous payments by performing thorough account and transaction reviews prior to issuance.
Follow defined procedures for handling special cases, including partial reimbursements, adjustments, and escalated claims.
Ensure timely processing of reimbursements in alignment with service level agreements (SLAs)
Fraud Management
Initiate card replacements when fraudulent activity is suspected and reported
Conduct thorough investigations of reported fraud cases, including reviewing transaction history, account behavior patterns, and supporting documentation
Process fraud claims and ensure proper documentation is maintained in accordance with company policies and audit requirements
Ensure timely reimbursement of eligible fraudulent transactions in accordance with company guidelines and regulatory requirements
Maintain detailed documentation of fraud cases and outcomes.
Wallet Transfers
Process and monitor wallet-to-wallet transfers.
Verify member identity and account status before executing transfers.
Troubleshoot transfer issues and ensure secure completion.
Transaction Review
Review transactions detail for accuracy and completeness per call center request.
Identify and correct errors or inconsistencies in transaction data.
Provide feedback to improve transaction workflows and system efficiency to internal team.
Card Status Updates
Manage card activation, suspension, and closure requests.
Communicate status changes to internal departments.
Ensure all updates are accurately reflected across systems.
SKILL REQUIREMENTS
Ability to work well under pressure while maintaining accuracy and professionalism.
Strong independent work ethic and capacity to exercise excellent judgment in resolving operational and member-related issues.
Excellent verbal and written communication skills with a focus on clarity and empathy.
Proven ability to navigate multiple systems simultaneously to ensure precise case resolution.
High level of integrity and commitment to confidentiality in handling sensitive member information.
Experience in financial services, card operations, or customer support preferred.
Qualifications and Education Requirements
3+ years Contact Center experience required, preferably in the Health Care industry.
Proficient in technologies related to contact center operations preferred (XNET, CRM, UKG, Panviva).
Highly Proficient in Excel, Word and Adobe applications.
