[Hiring] Client Service Specialist @Member Access Processing

Role Description

Member Access Processing is adding a detail-oriented, customer-focused Client Services Specialist to our Client Operations team. In this role, you will support clients’ daily card processing needs and deliver timely, high-quality service that helps drive client success. The ideal candidate understands card payment systems and end-to-end transaction flows (authorization, clearing, and settlement), including how processing networks integrate with issuer/processor host systems, and has working knowledge of ATM support, full-service credit, fraud, and dispute processes. 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.

Qualifications

• Bachelor’s degree preferred (or equivalent combination of education and relevant experience).
• 3+ years of experience in electronic banking, card services, or related field preferred.
• Experience in bank or credit union operations, including transaction research/troubleshooting and servicing credit, debit, ATM, and POS card programs.
• In-depth knowledge and hands-on experience with card payment systems, processing platforms, and transaction workflows, including authorizations, clearing, and settlement.
• Understanding of card processing networks and their interaction with issuer/processor host systems.
• Demonstrated ability to manage client and vendor relationships, resolve operational/system issues, and deliver high-quality client service.
• Ability to work independently, prioritize effectively, and solve problems using sound judgment.
• Strong verbal and written communication skills, including the ability to explain technical concepts to non-technical audiences and provide clear status updates to clients and internal stakeholders.
• Proficiency with Microsoft 365 applications (e.g., Word, Excel, PowerPoint, Outlook), with comfort learning new systems and workflows.

Requirements

• Serve as the primary point of contact for assigned clients by answering questions, troubleshooting issues, and guiding clients on back-office operational processes.
• Coordinate with Visa DPS support to open, track, and drive resolution of platform and application issues; translate technical updates into client-ready communications.
• Maintain working knowledge of each client’s Visa DPS configuration and processing workflows to support accurate research, troubleshooting, and change requests.
• Manage resolution of Zendesk tickets with complete documentation, appropriate categorization, and regular status updates, meeting or exceeding SLA requirements.
• Partner with internal teams to coordinate client requests, clarify requirements, and ensure timely, accurate delivery of services and follow-up actions.
• Document processes and maintain client support resources (procedures, templates, and knowledge articles) to improve consistency, quality, and onboarding readiness.
• Coordinate client meetings and communications (including weekly updates as applicable); provide clear summaries, decisions, and next steps to internal and external stakeholders.
• Support card program operations (debit/credit) by coordinating with vendors and internal partners on servicing needs, operational questions, and deliverables.
• Prepare and distribute client and internal reporting as needed; identify trends, recurring issues, and risk areas, and recommend improvements.
• Manage reorder requests for card plastics, inserts, and activation labels, ensuring accuracy, approvals, and timely submission to the appropriate vendors.
• Support new client onboarding by coordinating proof approvals, facilitating training, confirming readiness milestones, and ensuring a smooth transition into steady-state support.
• Maintain positive vendor relationships and serve as a User Administrator for vendor web portals, including access provisioning and periodic access reviews as assigned.
• Assess issues of impact and urgency; follow escalation procedures for high-severity issues; and keep clients and internal stakeholders informed through resolution.
• Own assigned tasks and projects end-to-end by tracking actions, managing dependencies, and delivering on time with a high level of accuracy and attention to detail.
• Lead or support client calls and training sessions on operational and technical topics; capture questions, decisions, and follow-ups, and update supporting materials as needed.
• Participate in team meetings, cross-training, and improvement initiatives; share knowledge and provide coverage to maintain service continuity.

Benefits

• Ensure client satisfaction through timely, clear communication; accurate issue resolution; and proactive outreach to prevent repeat issues.
• Model and promote MAP’s Core Values; uphold confidentiality and high ethical standards; and escalate concerns quickly and appropriately when required.
• Partner with internal teams (e.g., Operations, Product, Vendor Support) to streamline client support workflows, remove recurring pain points, and improve end-to-end service delivery.
• Contribute to developing, documenting, and improving procedures, templates, and knowledge of articles to increase consistency, quality, and efficiency.
• Facilitate seamless onboarding by coordinating setup, training, and readiness activities; ensure clients understand processes, timelines, and how to obtain support.
• Maintain positive vendor relationships; coordinate deliverables and issue resolution; and improve client-facing materials and communications for accuracy and clarity.
• Serve as a technical/functional specialist by owning cases end-to-end, applying sound judgment, and seeking guidance for complex/high-impact situations.
• Meet or exceed SLA commitments by maintaining ticket hygiene, providing status updates, and driving timely resolution with thorough root-cause detail.
• Seek opportunities to enhance skills and product knowledge; identify trends and recurring issues; and recommend improvements that reduce client effort and improve outcomes.
• Use customer feedback, quality reviews, and leadership input to continuously improve service quality and the overall client experience.