Card Services Supervisor

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

• 8 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.