About this role
Role: Card Service Specialist I or II
Why Westerra?
At Westerra Credit Union, we believe You Can Do Money. It is more than just a phrase. It is a mindset that shapes how we empower each other and our members to take control, grow, and thrive financially. Our culture is built on beliefs that guide how we show up every day. We focus on being member-obsessed, radically transparent, relentlessly collaborative, and always learning in motion. These are not just words. They are the heart of everything we do. Inspired by our vision to Out-Love Every Bank in Colorado, we bring genuine care and dedication to every member interaction. Our mission to teach, guide, and ignite members to own their financial future drives us to create meaningful, personal connections.
This mission comes alive through our MX Code, which encourages us to anticipate needs, listen deeply with both heart and head, find the best total solution, mark the moment, and truly own the impact we make. This is how we translate our strategy into experiences that matter. When you join Westerra, you become part of a vibrant community where innovation, openness, and collaboration are not just ideals; they are daily practices. Everyone is invited to bring their authentic selves, curiosity, and passion to the table. Together, we learn, grow, and thrive, committed to making a real difference for our members and one another. Because at Westerra, we do not just talk about money, we believe you can do money.
What is the role?
The Card Services Specialist I provides timely, accurate, and member-focused support for card servicing and dispute resolution activities. This role researches and resolves card-related inquiries, processes disputes and fraud claims, and supports both members and internal teams in delivering a seamless service experience.
Working within established policies, procedures, and regulatory requirements, the Card Services Specialist I ensures card-related transactions are processed accurately and within required timeframes, maintains compliance with applicable state and federal regulations, and escalates complex issues as appropriate. Through attention to detail, sound judgment, and a commitment to quality service, this role helps protect both our members and Westerra while supporting the efficient operation of Card Services.
What will be expected of me?
- Consistently demonstrates behaviors aligned with Westerra's cultural and behavioral standards and complies with all policies and regulations.
- Researches and assists in resolving member inquiries involving card transactions and disputes through email, instant messaging, and phone support.
- Processes card disputes, including fraud, merchant disputes, and ATM errors, in accordance with established procedures.
- Researches and resolves card disputes and chargeback items within required timeframes while ensuring compliance with Regulation E, Visa operating rules, and internal policies.
- Processes dispute notifications and fraud-related activities in accordance with established procedures and escalates potential risks as appropriate.
- Processes member communications and card-related transaction corrections, including applicable general ledger entries.
- Maintains a working knowledge of applicable Visa Rules, card products, card processing systems, and departmental procedures, applying them accurately in daily work.
- Processes recurring card reports and completes assigned operational tasks according to established schedules.
- Provides support for routine card-related inquiries and collaborates with team members to resolve issues in accordance with established procedures.
- Identifies potential fraud indicators during daily processing and escalates concerns in accordance with established procedures.
- Supports staff training, system testing, and process updates as assigned.
- Follows established procedures and provides feedback on opportunities to improve documentation and operational processes.
- Participates in projects, special assignments, and other duties as assigned.
Will I have Direct Reports? No
What am I bringing?
Experience/Education:
External
- Minimum 1 year card services related activities within a financial institution
- Experience using Microsoft Office, VROL, FIS, CO-OP applications preferred
Internal
- Minimum 6 months Westerra Credit Union experience
Skills and Abilities:
- Strong communication and member service skills.
- Strong attention to detail with effective organizational and time management skills.
- Ability to work independently and collaboratively as part of a team.
- Ability to learn and apply new systems, processes, and technologies.
- Ability to follow established procedures, exercise sound judgment, and escalate issues appropriately.
- Basic proficiency in Microsoft Office and other business systems.
- Maintains a high level of professionalism, accuracy, and confidentiality.
- Demonstrates adaptability and a commitment to continuous learning.
What is the work environment like, and are there physical requirements for this role?
- Hybrid: Typically, a dispersed, flexible team environment both on Westerra campus (at least 2x/week) and remote. Employees must reside in Colorado or be willing to relocate prior to starting employment. Residency is required for payroll and state tax purposes.
- Mon-Fri: On location in the branch (Saturdays on rotation)
- Occasionally: Off-site at business development or community events; may require weekend and/or evening shifts offset by branch schedule
- Office environment
- Works primarily at a desk
- Ability to lift 25 pounds
- After-Hours Availability: May be required to work outside of normal business hours in the event of an emergency
- Travel Requirements: May need to travel within the Denver Metro and surrounding areas to support branch needs
Salary: in addition to the starting hourly rate of $19.75–$24.68 per hour., this role is also eligible for Westerra’s self-funding reward plan. This plan pays out a cash incentive annually if Westerra hits specific criteria tied to financial goals and this role has a direct impact on the outcome of those results!
What are some of our benefit offerings?
- Three health plans through UMR that offer a variety of coverage options, including HSA and FSA options
- Two dental plans through Delta Dental
- Basic life and AD&D insurance, short-term disability and long-term disability
- 20+ days of paid time off (PTO) per year
- Anniversary time off that consists of 1+ days of paid leave for each anniversary year (PLAY)
- 16 hours of volunteer time off (VTO) per year
- 11+ paid holidays
- 401(k) that includes up to 6% match
- Up to 2% off the rate on a new Westerra mortgage, applicable to primary residence, second home, or investment property
- 2% off Auto/RV/Motorcycle Loans
- Up to $5250 per year for educational reimbursement
- 4 weeks of paid parental leave
- Mental health resources including an Employee Assistance Program (EAP)
- Individualized learning and development programs
Please note, applications will be accepted until at least July 23, 2026.
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