Member Resources

Debit & Mastercard Specialist – Inspire FCU

JOB DESCRIPTION

Title: Debit Card & Mastercard Operations Specialist

Classification: Non-Exempt

Department: Deposit and Digital Services     

Reports To: Manager, Payments Deposit Operations

Supervises: N/A

GENERAL SUMMARY

The Debit Card & Mastercard Operations Specialist oversees the daily operations, maintenance, and performance of Inspire Federal Credit Union’s debit card and Mastercard programs, ensuring secure, compliant, and member-focused service delivery. This role manages card issuance, maintenance, disputes, fraud monitoring, and chargeback processes, while collaborating with internal teams and external vendors to optimize program performance, enhance the member experience, and support strategic growth initiatives. In addition, the Specialist supports electronic payment services including ACH and wire processing, monitors risk and regulatory compliance, serves as a key resource for branches and internal partners, and contributes to continuous improvement efforts that strengthen operational efficiency, fraud prevention, and member satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Card Operations:

• Oversee day-to-day processing, card issuance, maintenance, dispute resolution, and chargeback processes for debit and Mastercard-branded cards.
• Process daily debit card maintenance, including ordering, reissue requests, fraud queue review, and transaction limits.
• Review and process debit card disputes, fraud processing, and Reg E documentation.
• Manage and monitor debit card fraud queues and escalate suspicious trends.
• Ensure operational standards and workflows for debit card services are followed and continuously improved.

Program Oversight:

• Collaborate with various business areas to develop and execute strategies for the debit card and Mastercard programs, ensuring alignment with Inspire FCU’s goals and member service objectives.
• Regularly review and analyze card performance, usage trends, and profitability to identify areas for improvement and optimization.
• Share data insights and recommended strategies with internal stakeholders, including Marketing and Retail Banking.

Cross-Functional Collaboration:

• Partner with Marketing and Retail Banking to design promotional campaigns and member education initiatives aimed at increasing card adoption and usage.
• Actively engage in cross-functional projects, serving as the business lead for all debit card-related initiatives.
• Participate in change management programs to ensure seamless transitions during new product implementations and upgrades.

Vendor & Network Management:

• Serve as the primary liaison with card network partners, ensuring that relationships are optimized to benefit both the credit union and its members.
• Manage external partnerships with card processors, fraud monitoring services, and fulfillment vendors.

Compliance & Risk Management:

• Ensure that all debit and Mastercard operations comply with regulatory requirements such as PCI DSS, Reg E, and internal policies.
• Work closely with the fraud team to proactively identify and manage risks related to cardholder accounts and prevent fraud.
• Review and process fraud-related charges and escalate any high-risk issues as necessary.

Customer Experience:

• Work to enhance the member experience by integrating innovative solutions such as digital wallets, contactless payments, and self-service tools.
• Collaborate with internal teams to ensure that all card-related services align with Inspire FCU’s commitment to providing a personalized, member-first experience.
• Review and approve Branch Deposits, Mobile Deposit, Merchant Deposit, ATM deposits, and returned deposits to ensure smooth member service.
• Serve as a primary support contact for Branches, DXC, Business Development, and internal teams; maintain and monitor the Retail Operations shared email inbox.

ACH, Wire, and Electronic Payments:

• Process and balance ACH/EFT exception files, returns, and NOCs.
• Initiate, approve, and process domestic and international wire transfers through Vizo, following proper approval workflows.
• Support ACH/wire limit reviews for business members.

NOTE: The list of essential functions is not exhaustive.  It may be supplemented as necessary. 

QUALIFICATIONS

• Bachelor’s degree in business administration, Finance, or a related field.
• 3+ years of experience in card operations or a related role within the financial services industry.
• Strong knowledge of debit card and Mastercard programs, including regulatory requirements and best practices.
• Experience with operational processes, vendor management, and cross-functional collaboration.
• Proficiency in data analysis and using insights to drive program improvements.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
• Excellent communication skills, both verbal and written, with the ability to effectively collaborate with both internal teams and external partners.
• Familiarity with fraud prevention strategies and compliance standards (e.g., PCI DSS, Reg E).
• Experience working with digital payment technologies (e.g., digital wallets, mobile payments).
• Project management experience is a plus.
• Employee bondability is required
• Ability to travel reliably to all Inspire branches, company-wide training events, and community events.

ENVIRONMENTAL/PHYSICAL CAPABILITIES

The physical demands and work environment described here represent those an employee must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

This position is primarily based in a professional office setting and requires frequent use of standard office equipment such as computers, telephones, printers, and related technology tools. The role involves extended periods of sitting, frequent computer use, and occasional standing or walking to attend meetings or collaborate with other departments. The employee is required to stoop, kneel, crouch, crawl, reach, demonstrate manual dexterity, and communicate verbally. The employee must occasionally lift and/or move items weighing up to twenty-five (25) pounds. Occasional travel to branch locations, training and community events, and vendor meetings is required. The role may also require flexibility to work outside of standard business hours during system upgrades, vendor transitions, company trainings or events or to resolve critical service issues.

DISCLAIMER

The above information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Job duties, like positions, change and evolve over time.  If the employee is unsure what is expected, he/she should meet with their manager. 

Applicants can send their resume to Ashley Poller at apoller@inspirefcu.org.