Card Specialist II

Herndon, Virginia
Dec 02, 2022
Dec 29, 2022
Full Time

The Card Specialist II will be the second line of escalation to Retail and member requests, and will support the Card Specialist I when needed. The Card Specialist II will complete all issuance and recon and control monitoring for the department.


  • Work with the Accounting department to properly reconcile general ledger accounts and account for any overages or outages in the accounts
  • Troubleshoot Visa problems and work closely with the processing client support areas to resolve vendor-related issues and special work orders
  • Conduct card research at members' requests; view archived statements, analyze account activity, and communicate directly with members regarding their card accounts
  • Make contact with vendors to resolve any system issues
  • Provide support to the Card Specialist I, branch, and eServices teams
  • Perform Card Specialist I duties when staffing needs arise
  • Act as first line support to the Card Specialist I and front line staff
  • Assist in training Card Specialist I when asked
  • Review workflows and output from the Card Specialist I team to ensure dual control policies and service standards are met
  • Perform maintenance on cards for deceased accountholders
  • Answer phone calls; respond to multiple email channels, faxes, and other incoming mail from both internal and external members
  • Research debit card transactions using the FISERV DNA and Visa's VCATS systems
  • Participate on project teams when asked
  • Review cash advance receipts from branches and complete audit
  • Review reports in multiple systems to ensure compliance with policies and procedures
  • Answer phone calls, and respond to multiple email channels
  • Complete card maintenance on credit/debit cards
  • Complete rewards points adjustments when needed
  • Adhere to Bank Secrecy Act (BSA) regulations and all related Credit Union policies and procedures.


  • Requires a minimum of 2 years credit union/banking experience or experience in a similar role
  • Prior experience as a Card Services Clerk is preferred
  • Strong interpersonal and customer service skills with excellent organization skills
  • Ability to handle sensitive and confidential information appropriately
  • Proficiency with Microsoft Office programs including Word, Excel, Outlook, and PowerPoint
  • Excellent attention to detail and deadline driven
  • Ability to multi-task and demonstrate flexibility, providing recommendations for efficiency
  • Strong analytical and critical thinking skills are required
  • Ability to write correspondence
  • Ability to effectively present information to co-workers and the general public
  • Must possess strong problem-solving skills and demonstrate the ability to identify multiple problems to a single solution
  • Strong compliance orientation

EEO Notice

Northwest Federal Credit Union is an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or any other classification protected by law.

NWFCU complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Department at 703-709-8900 or

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