Card Programs Specialist

UW Credit Union is hiring a Card Programs Specialist. Are you someone who thrives on curiosity, collaboration, and continuous learning? The Card Programs department is looking for a dynamic individual to join their team.

This opportunity is designed for someone ready to stretch their skills, grow their influence, and learn the ins and outs of a high-impact area of the business. This team values asking “why,” sharing ideas, and challenging the status quo. If you love tackling challenges, voicing your ideas, and forging meaningful connections across teams, you'll excel here.

As a Card Programs Specialist, you’ll play a key part in supporting debit and credit card operations, solving problems, analyzing data, and helping ensure a seamless cardholder experience. It’s a great way to build knowledge in a new area while leveraging your natural strengths like emotional intelligence, analytical thinking, and decision-making.

We're looking for someone who communicates with confidence, thinks strategically, builds strong relationships, and brings curiosity and other perspectives. If you take initiative, collaborate intentionally, and aren't afraid to ask questions or challenge the status quo, we encourage you to apply. The technical aspects of the position can be taught—what matters most is your mindset, drive, and desire to grow. This is a fantastic opportunity for someone looking to shift from a member-facing role into a behind-the-scenes position, while still utilizing your strengths.

Why work for UW Credit Union?

Join one of Wisconsin’s premier financial institutions, a National Top Workplace and multi-year recipient of Madison Magazine’s Best Places to Work, Wisconsin State Journal’s Top Workplaces, and Milwaukee Journal Sentinel’s Top Workplaces to receive:

• 21.5 days of annual time off (accrued per pay period)
• 2 weeks paid caregiver leave
• 2.5 weeks paid new child parental leave
• 2 days paid volunteer time
• 10 paid holidays (including your birthday!)
• 401k company match of up to 5%, plus approximately 4% discretionary match
• Variable bonus reward
• Competitive Medical, Dental, and Vision plans, including domestic partner eligibility
• Employee Assistance Program
• And more!

Operational Excellence

• Accurately perform account and card maintenance.
• Take responsibility for monetary functions and balancing of appropriate GLs, included balance transfers, late fee refunds, payments returned items, credit and cash advantages and more.
• Process daily, weekly, and monthly debit card, credit card and ATM exception report and audits.
• Assist in maintaining procedures, and recommend improvements to increase productivity, performance, and efficiency.
• Research errors and issues. Collaborate with vendors, internal technical partners, and more senior Card Programs team members to reach resolution.

Cardholder Experience 

• Provide direct phone and e-mail support to members, MS&S, MSC, and other internal partners, delivering exceptional member service and personalized solutions.
• Solicit feedback, identify trends, and document opportunities to optimize the cardholder experience.
• Demonstrate sound judgement and creative problem solving to effectively resolve member concerns and issues.
• Develop internal help resources to support the acquisition and servicing of debit and credit cards.
• Maintain debit, credit, and ATM product, feature, and function expertise necessary to promote an exceptional cardholder experience.

Dispute Resolution 

• Process low-dollar, consumer dispute claims by gathering necessary information and documentation to acquire merchant credit or write off claims.
• Utilize appropriate systems to either maximize recovery rates or minimize cases that require dispute specialist intervention.
• Provide members with clear expectations throughout the dispute resolution process including the timeframes and outcome of the claim.
• Document decision making and investigation results that lead to write-off claim resolutions.
• Collaborate with Loss Prevention, Member Solution Center and Member Sales and Service to support members through the dispute resolution process.

Continuous Learning & Development 

• Assume ownership of personal development through dialogs, participation in group initiatives and projects, and engagement with training.
• Explore development options including mentor/mentee relationships, and the use of tools such as the Leader of Self gap analysis and Individual Development Plan (IDP).
• Be a change agent: welcome innovation and collaborate with others to achieve departmental and organizational goals.
• Develop and maintain competency with internal resources, procedures, systems, and tools.
• Develop and maintain competency with VISA and PIN-based network rules, and Federal Regulations E and Z for dispute resolution processing.
• Strengthen the Credit Union's inclusive environment by engaging with ongoing DEI initiatives.
• Invite and accept feedback and provide upward feedback.

Education & Experience:

• Associate Degree in Business or related field required.
• 2-3 years of Financial Institution experience required.
• 7 months – 1 year of Customer Service experience preferred.
• Proficiency in Spanish is preferred.

Skills:

• Demonstrated investigative, analytical, organizational, decision making, and problem-solving skills.
• Ability to effectively prioritize workload and tasks, complete assignments in a timely manner, and meet deadlines.
• Strong verbal and written communication skills.
• Effective interpersonal and customer service skills.
• Ability to work independently as well as collaboratively in team environments.
• Ability to work in a fast paced and changing environment.
• Understanding of Network Operating Rules and compliance relating to debit, credit, and ATM services.
• Proficient with Microsoft Office products.

Additional Information to Know:

• The position could work (hybrid) at 1 of 2 locations
  • 8033 Excelsior Drive, Madison WI
  • 2323 Mayfair Road, Wauwatosa WI
• Apply to the location you are interested in working at 
  • This post is for our Madison or Milwaukee location
• Must be willing to travel to Madison for the duration of training (3 days per week for up to 6 weeks). Must have reliable transportation.
• Travel to Madison will be at least 2 times per month following training.