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.
