What are the responsibilities and job description for the Senior Card Services Specialist position at Allegacy Federal Credit Union?
Description
At Allegacy, there’s a common thread that runs through all of us. It’s our commitment to doing right and our promise to members to always do the right thing for their wellbeing. Every employee in our organization is accountable to living out our brand in meaningful ways as our promise motivates our beliefs, our behaviors, and the benefits we share together. In order to achieve this state of success, this position will assist in the daily operations of the Card Services department to ensure functions are completed timely and accurately in compliance with all regulations, policies and procedures while driving efficiency.
Nature and Scope
The Senior Credit Card Services Specialist requires advanced knowledge of processes and policies related to credit card processing. This position will act as a lead resource for the Card Services team and other internal teams, responding to escalations and issues as appropriate. This position will work with vendors to effectively lead efforts for product and service enhancements and ensure timely notification of business impacts. The employee will collaborate with the Card Services team and management to maintain updated and current procedures, best practices, and task efficiency to deliver exceptional service and support for credit cards.
Specific Accountabilities
Knowledge, Skills and Abilities
Ability to conduct business in a professional manner, exercising personal discretion.
At Allegacy, there’s a common thread that runs through all of us. It’s our commitment to doing right and our promise to members to always do the right thing for their wellbeing. Every employee in our organization is accountable to living out our brand in meaningful ways as our promise motivates our beliefs, our behaviors, and the benefits we share together. In order to achieve this state of success, this position will assist in the daily operations of the Card Services department to ensure functions are completed timely and accurately in compliance with all regulations, policies and procedures while driving efficiency.
Nature and Scope
The Senior Credit Card Services Specialist requires advanced knowledge of processes and policies related to credit card processing. This position will act as a lead resource for the Card Services team and other internal teams, responding to escalations and issues as appropriate. This position will work with vendors to effectively lead efforts for product and service enhancements and ensure timely notification of business impacts. The employee will collaborate with the Card Services team and management to maintain updated and current procedures, best practices, and task efficiency to deliver exceptional service and support for credit cards.
Specific Accountabilities
- Deliver exceptional member service to every member (internal and external) that is in alignment with our Brand Culture.
- Meet or exceed established service goals.
- Ensure thorough understanding of expectations and consistently exhibit Allegacy’s Shared Values.
- Serve as Subject Matter Expert (SME) for credit card service and processing.
- Research escalated credit card-related issues. Retain ownership of issues through resolution.
- Maintain accurate procedures and ensure team adherence.
- Serve as lead for credit card product and service enhancements and effectively communicate business impacts to management.
- Proactively identify opportunities that drive process or product efficiencies.
- Mentor team members, provide guidance on complex issues, and act as backup for the Card Services Manager.
- Perform new account validation for credit card accounts.
- Set up and maintain 360 Control accounts; respond to inquiries.
- Update credit card disclosures and inserts as needed.
- Demonstrate proficiency in all user applications including in-depth knowledge of DNA, VISA products, Velera products, and Loan Director.
- Develop and maintain product and service reports utilizing core system, vendor systems and other query tools. Complete Monthly and Quarterly Credit Card Reporting as assigned.
- Maintain an understanding of the interdependency of our core operating systems, ancillary products and vendor systems to ensure efficient and effective integration of those systems. Perform testing and validation with each change (including core updates).
- Perform other duties as needed to support the team and the organization.
Knowledge, Skills and Abilities
Ability to conduct business in a professional manner, exercising personal discretion.
- Ability to work in a team environment with internal departments and all levels of management.
- Ability to work independently and prioritize multiple tasks with competing priorities.
- Working knowledge of all aspects of card services.
- Excellent verbal and written communication skills, strong organizational skills.
- Excellent analytical skills and strong problem solving skills.
- Proficient knowledge of Microsoft products (Word, Excel) with the ability to create, manage, and modify spreadsheets.
- Five years of financial institution experience with at least two years in credit card operations preferred.
- Knowledge of VISA regulations preferred.
- Velera/PSCU experience preferred.