Member Access Processing

Compensation

Full Description

OVERVIEW Member Access Processing is seeking a meticulous and customer-focused professional to join our Operations team as a Client Services Specialist. In this dynamic role, you will play a key role in delivering outstanding service to our clients while supporting their daily payment card processing activities. You will serve as a trusted partner to our clients, addressing their back-office operational needs and ensuring seamless support across our payment solutions. A core focus of this position includes providing expertise in Visa DPS product and application support, managing back-office functions, and conducting ongoing research and resolution of payment product issues. This is an exciting opportunity for someone who thrives in a fast-paced environment and is passionate about client success and operational excellence. ROLE AND RESPONSIBILITIES Provide comprehensive support to clients, addressing inquiries, resolving issues, and ensuring client satisfaction. Act as a liaison between clients and Visa DPS support staff, ensuring quality support and quick resolution of technical issues. Stay current with client account configurations on the Visa DPS platform to ensure proper account handling and prompt issue resolution. Log and manage all client inquiries in a timely manner within the Zendesk ticketing system, meeting or exceeding SLA requirements. Collaborate with internal teams to manage client support functions, product and service-related matters, and resolution processes. Assist in developing department procedures to enhance operational efficiency. Coordinate client meetings, develop client materials, and contribute to weekly client communications. Support various client programs, including debit and credit card vendor operational needs. Respond to client inquiries, log issues promptly, and create/distribute necessary reports. • Manage the reorder process for card plastics, inserts, and activation labels. Support new client onboarding by facilitating the proof approval process and assisting with training as needed. Maintain positive vendor relations, act as a User Administrator for vendor web portals, and assist in procedure development. Ensure a precise understanding of client issues; appropriately determine when escalation is needed. Take ownership of tasks and projects, ensuring they are completed accurately and on time. Lead client conference calls and individual training sessions on technical topics. Actively participate in team meetings and projects, contributing to a positive team environment. KEY PERFORMANCE AREAS Ensure client satisfaction through effective communication, issue resolution, and proactive support. Collaborate with internal teams to streamline client support functions and enhance service delivery. Contribute to the development and improvement of department procedures for increased efficiency. Facilitate seamless onboarding of new clients by providing necessary support and training. Maintain positive vendor relationships and contribute to the enhancement of client materials and communications. Serve as a technical/functional specialist and works independently with guidance only in the most complex situations. Ensure timely and effective resolution of client issues in accordance with the company’s SLA commitments. Ensure all actions and behaviors consistently reflect and promote MAP’s core values, upholding high ethical standards and taking quick action when necessary. Seek opportunities to enhance skills and knowledge to drive innovation. Actively seek and use customer and leadership feedback to improve quality of service. QUALIFICATIONS AND EDUCATION REQUIREMENTS Bachelor’s degree preferred. 3 years of experience in electronic banking or a related field preferred Experience in banking or credit union operations specific to transaction research and troubleshooting, credit, debit, ATM, and POS card program servicing. In-depth knowledge of back-office card processing, including authorizations, clearing, and settlement. • Understanding of card processing networks and their interaction with the host system. Excellence in managing account/vendor relations, resolving account/system issues, and providing client service. Ability to work independently, solve problems, and communicate effectively with clients, vendors, and staff. Ability to communicate thoroughly and professionally with internal and external stakeholders, both verbally and in writing. Experience with Microsoft 365 applications, including but not limited to Word, Excel, PowerPoint, and Outlook. PREFERRED SKILLS Experience with Visa DPS products and applications. Experience in card dispute processing and transaction decline research. Strong computer skills, with experience in SharePoint and Zendesk. Ability to prioritize, work independently, and meet deadlines in a fast-paced environment. Clear and concise written and interpersonal communication skills. Strong organizational skills with attention to detail and follow-through. Flexibility in working hours may be required, with the ability to work collaboratively in a team environment.