Job Title: Card Services Specialist
Location: Hyderabad, India
Employment Type: Full-time
Experience: 3+ Years
About NationsBenefits:
At NationsBenefits®, we are committed to helping our customers achieve a better quality of life through supplemental benefits and member engagement solutions. We are also enthusiastic about supporting the goals of our associates and helping them do their best work. Together, we can make a meaningful and measurable difference in the lives of millions. That's something we can all be proud of.
It all begins with how we care about the people we serve. Since 2015, our mission has guided our principles towards delivering solutions for a rapidly changing industry. Compassionate Care is at the center of all we do, and it unites us to foster an environment where everyone is empowered, inspired, and equipped for success.
We offer a fulfilling work environment that attracts top talent and encourages all associates to do their part in delivering premier service to internal and external customers alike. It's how we're transforming the healthcare industry for the better. We provide career advancement opportunities from within the organization with multiple locations in Florida, California, Tennessee, Pennsylvania, Utah, and India.
You might also like to know that NationsBenefits is also recognized as one of the fastest-growing companies in America. We're proud of how far we've come, and a career with us gives you growth opportunities, too.
OVERVIEW
The Card Services Specialist plays a vital role in ensuring accurate and timely processing of card-related transactions and member support activities. This position requires strong attention to detail, sound judgment, and the ability to work effectively in a fast-paced remote environment.
Primary Responsibilities:
Reimbursement Processing
- Review and process manual and automated reimbursement requests.
- Validate reimbursement requests to ensure eligibility based on client specific guidelines.
- Ensure all reimbursements are supported by appropriate documentation.
- Verify account status prior to processing adjustments, including handling of closed or restricted cards in accordance with established manual procedures.
- Process manual reimbursements in designated systems with a high degree of accuracy and attention to detail.
- Prevent duplicate or erroneous payments by performing thorough account and transaction reviews prior to issuance.
- Follow defined procedures for handling special cases, including partial reimbursements, adjustments, and escalated claims.
- Ensure timely processing of reimbursements in alignment with service level agreements (SLAs)
Fraud Management
- Initiate card replacements when fraudulent activity is suspected and reported
- Conduct thorough investigations of reported fraud cases, including reviewing transaction history, account behavior patterns, and supporting documentation
- Process fraud claims and ensure proper documentation is maintained in accordance with company policies and audit requirements
- Ensure timely reimbursement of eligible fraudulent transactions in accordance with company guidelines and regulatory requirements
- Maintain detailed documentation of fraud cases and outcomes.
Wallet Transfers
- Process and monitor wallet-to-wallet transfers.
- Verify member identity and account status before executing transfers.
- Troubleshot transfer issues and ensure secure completion.
Transaction Review
- Review transactions detail for accuracy and completeness per call center request.
- Identify and correct errors or inconsistencies in transaction data.
- Provide feedback to improve transaction workflows and system efficiency to internal team.
Card Status Updates
- Manage card activation, suspension, and closure requests.
- Communication status changes to internal departments.
- Ensure all updates are accurately reflected across systems.
Skill Requirement
- Ability to work well under pressure in a remote setting while maintaining accuracy and professionalism.
- Strong independent work ethics and capacity to exercise excellent judgment in resolving operational and member-related issues.
- Excellent verbal and written communication skills with a focus on clarity and empathy.
- Proven ability to navigate multiple systems simultaneously to ensure precise case resolution.
- High level of integrity and commitment to confidentiality in handling sensitive member information.
- Experience in financial services, card operations, or customer support preferred.
Qualifications and Education Requirements
- 3+ years Contact Center experience required, preferably in the Health Care industry.
- Proficient in technologies related to contact center operations preferred (XNET, CRM, UKG, Panviva).
- Highly Proficient in Excel, Word and Adobe applications
