Card Services Specialist

POSITION TITLE: Card Services Specialist REPORTS TO: Card Services & ITM Operations Manager PAY GRADE: 7 DEPARTMENT: Internal Operations FLSA STATUS: Non-Exempt (Paid Hourly) LOCATION: Hybrid, 7101 East 56th Street, Indianapolis, IN, 46226 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 card transactions, completing new card setups, and handling member inquiries. ESSENTIAL DUTIES: Deliver the exceptional member experience during all interactions with potential members, members, coworkers, internal members and vendors Performs daily processing of Debit Card requests including but not limited to: 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 organization’s 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. Performs daily processing of Credit Card requests including but not limited to: New credit card onboarding – new card setup Balance transfers Account maintenance Researching and responding to member service calls Daily review of reports for both validation and reconciliation of previous day’s work for accuracy and risk management Supports Card Services & ITM Operations Manager in the setup and testing of credit card promotions Manages card inventory, including card BIN management, bulk card renewal, instant issue cardstock, and monthly inventory review. Places orders for rush-order cards and international card holders Manage cards which are returned undeliverable to the Credit Union by logging, notifying members, and destroying cards as required Creates and maintains procedures ensuring compliance with visa rules and regulations Serves as a backup for the weekly cash orders and balancing of the credit unions ITMs Participates in training for retail teams and branch visits Performs other duties as commensurate with the position. REQUIRED BACKGROUND: High School graduate or equivalent 1-year experience with a 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 and PowerPoint 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 handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters. #J-18808-Ljbffr