Client Service Specialist

OVERVIEW

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.

ROLE AND RESPONSIBILITIES

• 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.

KEY PERFORMANCE AREAS

• 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.

QUALIFICATIONS AND EDUCATION REQUIREMENTS:

• 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.

PREFERRED SKILLS

• Experience with Visa Debit Processing Solutions 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.

PHYSICAL REQUIREMENTS

• Sit and work for prolonged periods of time (75-100%). Reasonable accommodation may be made to
• enable individuals with disabilities to perform the essential functions.
• Read documents necessary for the daily performance of essential functions (75-100%).
• Competently operate standard office equipment: personal computer, telephone, and printer (75-100%).
• View a computer terminal for extended periods of time while producing documents, conducting
• research, and collaborating with clients (75-100%).