Card Operations Specialist I

GENERAL JOB DESCRIPTION:

The Card Operations Specialist I supports various aspects of card operations, which includes credit and debit card programs, ATM operations, and other, related financial products.  This includes ensuring effective responses to internal and external inquiries, providing quality member service, and timely completion of back- office responsibilities.  

DUTIES & RESPONSIBILITIES:

• Daily Card Operations: This includes performing various types of transactions related to debit and credit card programs, for example, card orders, processing returned cards, card & account maintenance, processing payments, performing balance transfers, answering employee and member inquiries, and more.  Monitor various general ledger (GL) accounts and provide balancing & reconcilement support for settlement processes.  Work closely with Fraud Team; act quickly to address suspicious card activities
• Daily ATM Operations: Monitor ATM cash levels to ensure adequate cash available at all times.  Balance and reconcile ATM settlement GL accounts.  Research member inquiries and discrepancies that may exist at ATM machines or with cash delivery vendor(s).  Monitor ATM system notifications to ensure proper service is initiated, completed, and ATM is back in service    
• Technical Writing: Create and revise policies and procedures related to card and ATM products and programs.  Prepare job aids, training guides, and FAQs
• Risk Management & Compliance: Collaborates with various lines of business to effectively respond to incidents regarding card and ATM programs.  This includes card compromises, breaches, ATM functionality, vandalism, and more.   Stays abreast of changing card industry regulations; assists with effective implementation of new and changing rules and regulations.  
• Continuous Improvement: Identify opportunities for process improvements and automation to enhance operational efficiency, reduce errors, and improve member satisfaction.  Stay updated on industry trends, new regulations, and technological advancements that may impact card & ATM operations
• Project Participation: Support department projects to deliver on strategic and operational objectives.  
• Miscellaneous: Performs other duties as assigned.  
• Foster and maintain positive relationships with both co-workers and members by actively embracing and demonstrating MCCU's culture, known as IMPACT.

ESSENTIAL JOB REQUIREMENTS:

• Represents Members Choice Credit Union as appropriate in its relationships with members, sponsor organizations, suppliers, other financial institutions, and similar groups.
• Provides friendly, prompt, professional, and accurate support to all internal and external members.
• Delivers, encourages, and sustains a positive and professional work environment.
• Maintains a dependable record of attendance and timeliness.

SKILLS/ABILITIES:

• Attention to detail
• Strong sense of responsibility
• Ability to think critically and problem solve 
• A significant level of trust, diplomacy, courtesy, and tact is required 
• Excellent interpersonal, verbal, and written communication skills  
• Ability to work in a fast-paced, collaborative, cooperative, and productive work environment
• Basic knowledge of debit & credit card products, rules, and regulations, including ATM regulations and functionality
• Strong organizational skills
• Demonstrated ability to work on and switch between different tasks seamlessly without sacrificing the quality of work    
• Ability to take initiative and ownership
• Proficient computer skills
• Professional office appearance

EDUCATION & EXPERIENCE:

• Minimum of 1 – 2 years experience in financial institution Card Fraud experience
• Minimum of two years experience in card operations and servicing
• Proficient in Microsoft 
• Member Service focus with an emphasis on excellence
• Strong drive and self-motivated

PHYSICAL/MENTAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• While performing the duties of the job, the employee is regularly required to stand, sit, walk, use hands to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch or crawl, and talk or hear. 
• The vision requirements include close vision and ability to adjust focus.
• The mental demands include detailed work, problem solving, member contact, reasoning, math, language, written and verbal communications, analytical reasoning, stress, multiple concurrent tasks, and constant interruptions. 
• Nature of position requires physical mobility and ability to lift a minimum of 20 pounds.
• Must have flexibility to deal with changing work hours and locations as needed.
• Ability to travel to all branches on a regular basis.
• Ability to occasionally work non-business hours to support system maintenance, upgrades, and conversions