To research, analyze and resolve difficult credit card inquiries, account issues, and exceptions. Respond to and resolve difficult member issues and inquiries from various communications channels including Contact Center and Branch and ensure accurate recording of account changes.

Serve as subject matter expert for Contact Center, Branch personnel, and other departments. Identify areas of improvement to processes and procedures;

determine solutions, and implement enhancements / changes to improve operations, standards, and results. Work is performed under minimal supervision.

Perform moderately complex / varied tasks with moderate scope and impact.

• Resolve issues, review program details and enhancements with existing software and external vendors
• Exercise granted authority to make decisions on account actions and exceptions; maintain accountability for actions taken

partner with related groups to provide specialized inquiry expertise for process improvements and processes

• Participates in driving continuous process improvement to improve member experience; reduce losses; minimize financial risk and maintain high operational efficiency
• Serve as subject matter expert for Lending Training forums and inquiries from other business unit training areas to facilitate manual and procedure updates and additions
• Evaluate, approve, and process balance transfer request exceptions
• Perform account holder requests, including account closures and cardholder removals
• Evaluate and process expedited credit card requests to include card issuance, convenience check requests, product changes, priority rate changes and authorized user additions / exceptions
• Calculate interest payments and refunds; review appropriate payment allocation for credit card accounts
• Monitor, research, and take action on exception reports via TSYS to ensure accurate account information
• Validate, approve, and fulfill third-party requests (., Verification of Debt, payoff requests and authorization reversals)
• Perform monetary / non-monetary adjustments on deposit and corresponding credit card accounts
• Conduct and / or facilitate user acceptance testing to include developing and executing test cases; communicate with project teams, and validate and document results
• Stay abreast of and ensure compliance with applicable federal and state laws, rules, regulations and NFCU policies and procedures
• Perform other duties as assigned
• Working knowledge of credit card servicing regulations, processes, procedures, and systems
• Working knowledge of applicable federal and state laws, rules, and regulations
• Experience in accounting, research, or auditing techniques and methods in a financial institution
• Experience in financial transaction / processing related responsibilities
• Ability to handle multiple tasks simultaneously with a high degree of accuracy
• Experience in managing multiple priorities independently and / or in a team environment to achieve goals
• Experience in assimilating information, analyzing facts, and developing logical conclusions
• Experience in working with all levels of staff, management, stakeholders, and vendors
• Experience in working in a high volume, fast paced environment
• Effective member / customer service skills
• Effective research, analytical, and problem solving skills
• Effective skill interacting tactfully and effectively in difficult situations
• Effective skill exercising initiative and using good judgment to make sound decisions
• Effective skill interpreting, explaining, and applying regulations, instructions, products and procedures
• Effective skill performing mathematical calculations with a high degree of accuracy
• Effective organizational, planning, and time management skills
• Effective verbal and written communication skills
• Effective database, word processing, and spreadsheet software skills
• Associate's degree in Accounting, Finance, Business Administration, or related field

Desired Qualification(s)

• Working knowledge of Navy Federal Credit Card products, services, processes, programs, policies and procedures
• Working knowledge of Navy Federal functions, philosophy, operations and organizational objectives

Hours : Monday - Friday, 8 : 00AM - 4 : 30PM

Location : 820 Follin Lane, Vienna, VA 22180

Last updated : 2024-05-19