Card Specialist

Herndon, VA
Jul 28, 2021
Jul 31, 2021
Full Time

For more than 70 years, Northwest Federal Credit Union has provided valuable financial products and services for our members. Northwest offers employees a comprehensive benefits program including: medical and dental plans, paid time off, a generous 401k match, student loan assistance, parental leave, and the opportunity to grow professionally through a wide range of job-based, classroom and online training resources. Northwest Federal Credit Union has been recognized, for the second consecutive year, as a 2021 Top Workplace by The Washington Post and we believe that our success is built upon the excellence and achievement of our employees. Together, we serve and inspire to transform lives.

The Card Specialist I will be the first line of escalation from Retail and member requests. They will be responsible for responding to multiple email in-boxes and queues. The successful candidate will be able to accept ownership for effectively resolving member issues, complaints and inquiries keeping member satisfaction.


  • Perform all necessary due diligence to verify and identify members, and protect the confidentiality of their financial information
  • Answer phone calls; respond to multiple email channels, faxes, and other incoming mail from both internal and external members
  • Document member communication with the Synapsys CRM system
  • Complete Lost/Stolen requests for debit and credit cards
  • Make daily maintenance updated to multiple card and Credit Union systems, credit line increases and decreases, fee adjustments, travel memos, and account blocks
  • Review exceptions reports for debit and credit cards, monetary adjustments, and make necessary maintenance repairs on the items
  • Adhere to regulated disclosure requirements at account opening
  • Monitor the card stock inventory for debit and ATM cards that get issued to branches
  • Research debit card transactions using the eFunds website, and DataNavigator
  • Troubleshoot Mastercard SecureCode problems and work closely with the processing client support areas to resolve vendor-related issues and special work orders
  • Conduct outbound calling to verify credit and debit card transactions with members; block, un-block and monitor accounts accordingly
  • Maintain all returned credit cards, debit cards, PIN mailers, and credit card statements for bad addresses
  • Handle all credit card closures and process balance transfer requests
  • Compose letters and emails to communicate with members regarding their accounts
  • Excellent verbal, organizational, and problem-solving skills needed
  • Remains cognizant of and adheres to NWFCU policies and procedures as well as regulations pertaining to the Bank Secrecy Act (BSA)


  • High School Diploma or equivalent, previous financial and service experience preferred
  • Requires a minimum of 1-2 years credit union/banking experience or experience in a similar role
  • Prior experience as a Card Services Clerk is preferred

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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