Card Member Services Officer


Submission Deadline: March 16, 2023

The Card Member Services Officer is responsible for supporting the administration of the Credit Union’s Card Products, e-services, Automated Teller Machines (ATMs) and related systems. Resolve member queries and disputes in accordance with policy and procedures relating to card transactions.

Duties and Responsibilities:

  • Update system with new application information and follow through to resolve any discrepancies.
  • Co-ordinate all duties related to the creation, distribution and disposal of the company’s cards in accordance with departmental policies and procedures.
  • Post relevant entries to General Ledger Accounts.
  • Respond to Member and colleague requests for issues related to the Credit Union e-services and ATM services and problem resolution.
  • Assist with the maintenance of the departmental filing system.
  • Monitor ATMs daily to assess and action any issues affecting ATM uptime.
  • Prepare and update ATM forecasting workbook daily and take any required action to prevent ATM downtime due to low cash on hand.
  • Prepare relevant reports for the Credit Union’s e-services.
  • Coordinate Replenishments & Cash Collections by Cash in Transit service providers (e.g. G4S) for off-site ATMs and Thrift Club collections.
  • Verify service providers invoices against original service requests to ensure accuracy and identify any trends (e.g. common faults across ATMs or increasing frequency of particular faults) that require escalation.
  • Coordinate scheduled ATM maintenance visits by the relevant service provider (e.g. Massy Technologies)
  • Prepare the necessary documentation as required for Invoice generation.
  • Monitor ATMs as required per relevant procedures and prepare required reports.
  • Maintain log of unresolved member queries and follow-up as required.
  • Maintain member accounts including the posting of relevant entries (Debit Credit).
  • Assist ATM service scores to ensure the ATM network and subsequent processing functions exceeds the member’s needs.
  • Ensure existing internal controls and regulatory policies are strictly adhered to.
  • Generate, customize and submit reports for various stakeholders.
  • Review marketing and operational functionality and make observations and recommendations monthly to the relevant stakeholder.
  • Communicate in writing with members, stakeholders, Representative Offices or Branches on completed transaction sets, queries or investigations.
  • Follow record retention protocol.
  • Closely monitor system performance and institute communication and remedial action.
  • Identify and exploit formal and informal professional improvement opportunities on a regular basis as agreed in the personal performance plan.
  • Conduct regular reviews of the organization programmes and keep abreast with changes to organization policy, product and service changes and changes to reporting requirements.
  • Attend training and seminars as necessary, following established policies and procedures as outlined.
  • Cross Training within other areas of the department.
  • Provide coverage for the Settlement Officers as required.
  • Any other duties ancillary or related to the foregoing.


Knowledge, Qualifications and Experience

  • Five (5) CXC subjects including Accounting, Mathematics and English with a minimum of 1 year’s experience in a financial services customer-focused environment.
  • Working knowledge of an international card would be an asset.
  • Strong written, verbal, interpersonal and analytical skills, including ability to interact effectively with members, employees, and management are essential.
  • An understanding of the payments industry, e.g. Card Management systems.


Working Conditions

  1. Working conditions are normal for an office environment.
  2. Work may require occasional weekends and/or evening work.
  3. Work may require working shift.


How to Apply:

Applications should be sent to Patricia Archer, Human Resources Department via e-mail at: - Subject:  Card Member Services Officer (BPW-30)

 Deadline: March 16, 2023

  • Online Banking

Call us: (246) 622-9000

Toll-free 1-866-800-6146

UK Freephone 0808-234-1327

Fax: (246) 437-8745


This is where you belong

© Barbados Public Workers’ Co-operative Credit Union Limited