• Job Description

  Req#: 47bf3285-4e68-4799-94a6-54afae422ca5
  Member Access Processing (MAP) is a trusted leader in payment processing solutions. We provide secure, efficient, and tailored services to financial institutions and businesses, enabling seamless transactions for their customers. With a focus on innovation, reliability, and customer satisfaction, MAP is committed to delivering cutting-edge technology and exceptional service in the ever-evolving world of payments. We pride ourselves on creating a positive, collaborative work environment where our employees can grow and make a meaningful impact.
  
  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%).
  
  
  The pay range for this role is:
  
  73,000 - 78,000 USD per year (Remote (United States))

• About the company

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