POSITION TITLE: Card Specialist

REPORTS TO: Card Services Manager

PAY GRADE: 7

DEPARTMENT: Internal Operations

FLSA STATUS: Non-Exempt

LOCATION: Hybrid

What success looks like during the first three months

•Displays ability to processes debit disputes independently within established service level agreements

•Competent in Core system and Card Processor System 

•Accurately maintains dispute records and assumes ownership of monthly inventory processes 

•Able to be primary point of contact to support transaction research and questions for the member operations staff

PURPOSE: The primary purpose of this position is to fulfill Financial Center First CU’s vision of inspiring financial wellness. The position must deliver high quality service to both internal and external members by supporting and promoting our values to Care, Listen, Learn, Solve, and Act.

The Card Specialist maintains the clerical duties of the Credit Union’s debit and credit card programs, approves and processes disputes for debit cards transactions, and serves as a backup to the Credit Card Specialist.

ESSENTIAL DUTIES:

• Process debit card disputes within regulatory timelines, including filing chargebacks, and insurance notices. Analyzes customer account activity, including ATM transactions, Visa debit authorization and settlements to determine whether fraudulent, unauthorized or other misuse of an account has occurred in order to limit the organizations exposure to loss and protect a legitimate customer account balance. Notify fraud prevention group of dispute trends. Communicates with members as needed to follow up on debit disputes.

• Sets up new users and modifies access for existing users as needed in Client Central.

• Manages card inventory, including card BIN management, bulk card renewal, instant issue cardstock, and monthly inventory review. Places orders for rush-order cards.

• Manages cards which are returned as undeliverable to the Credit Union by logging, notifying member, and destroying cards as required.

• Serves as a back up for the Credit Card Specialist and is able to perform all duties, including:

o New credit card boarding – new card set up

o Daily review of reports for both validation and reconciliation of previous day’s work for accuracy and risk management

o Balance transfers

o Completes account maintenance

o Review and distribution of reports to other departments

o Promptly researching and responding to member service calls

• Responsible for oversight of procedures, including keeping them up to date, compliant to Visa rules and regulations.

• Performs other duties as commensurate with the position

REQUIRED BACKGROUND:

• High School graduate or equivalent;

• 1-year experience with Credit Union (or Financial Institution) member account processing is preferred.

• Strong verbal and written communication skills. Strong interpersonal and customer service skills. Ability to be resourceful, perceptive and persuasive when solving problems. Displays, diplomacy, patience and tact when dealing with members and staff

• Detail oriented with ability to adapt quickly in a fast-paced environment

• Good organizational skills. Ability to concentrate, exercise judgement & be a creative thinker

• Must have the ability to effectively work with a variety of personalities, backgrounds and experience levels

• Must be proficient in use of Microsoft Office products, specifically Word, Excel, PowerPoint and some Access

• Ability to properly handle sensitive information is imperative

ADA REQUIREMENTS

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of travel by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled private office with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently and work effectively either on own or as part of a team. Must be able to plan and direct the work activities of self and others. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme

accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.