Card Services Support Specialist

To contribute to the driving force behind excellence and precision of our credit union back-office operations. Demonstrates meticulous attention to detail and exceptional communication skills, and the ability to excel in a fast-paced environment. Embodies the highest standards of quality by ensuring an efficient and accurate process that delivers on our promise of superb member experience.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Assumes responsibility for the effective and timely performance of assigned functions.

• Responds to member inquiries via phone, mail, or electronic means (third party portal) within established timeframes.
• Processes credit card and debit card requests including but not limited to issue resolutions, account card maintenance, card order, dispute resolution, document archival and updates with care and diligence in accordance with established procedures and timeframes.
• Provides dedicated support in the processing of various debit and credit card reports requiring essential account maintenance.
• Processes special order instant issue debit cards with accuracy and timeliness while following established protocols.
• Assist leadership with general ledger reconciliation.

2. Assumes responsibility for establishing and maintaining professional business relations with customers, other financial institutions, and merchants.

• Actively works with card processor regarding any debit and credit card dispute processing issues to resolve in a timely manner.
• Actively works with debit card networks as required to resolve dispute issues in a timely manner.
Responds to escalated member calls from other departments within credit union.

3. Assumes responsibility for establishing and maintaining effective coordination and working relations with Company personnel and with management.

• Stays informed and abreast of industry trends, regulations, and best practices related to financial operations.
• Proactively communicates any service failures requiring escalation to the manager for effective and efficient resolution.
• Collaborates with team members and other departments to resolve operational issues and identify process improvements to help optimize workflows.
• Supports the organization with contributions to special projects and other duties as assigned.
• Communicates any issues or process improvements to leaders when identified.

4. Assumes responsibility for related duties as required or assigned.

EDUCATION/CERTIFICATION:

• High school graduate or equivalent.

REQUIRED KNOWLEDGE:

• Knowledge of basic word processing, spreadsheet applications and understanding of credit union products and services as they are different from other financial institutions.
Knowledge of Regulation E pertaining to debit card dispute processing.

EXPERIENCE REQUIRED:

• Two to five years of related experience in banking or credit union industry.
• Experience with taking and filing disputes with major card brand or third-party service.

SKILLS/ABILITIES:

• Excellent communication and public relations skills.
• Ability to analyze accounts.
• Attentive to detail.
• Well organized.
• Ability to assist others.
• Able to use 10-key, PC, teller terminal, telephone, card machine, and all related business equipment.