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%). 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