Card & Digital Solutions Representative

Card & Digital Solutions Representative

Serve and supports the day-to-day activities, programs, procedures and administrative needs as a subject matter resource within Card & Digital Solutions operations. Works in conjunction with CU staff and management to ensure all member issues are addressed and resolved in a timely manner. Professionalism, discretion, confidentiality and a positive attitude are absolute essentials of the position that supports our FIRST values.

1. Responds to and resolves cardholder/digital payment disputes according to regulations and in a timely manner.
2. Supports daily operations with timely responses and resolution to member and staff requests.
3. Provides accurate and timely responses to member inquiries received via remote channels; phone, e-mail, chat and Q2 management systems.
4. Processes payments and deposits received via mail timely and with accuracy. Assists with card payment transactions such as disputes, blocks and adjustments.
5. Assists with administration and/or upkeep of Q2, I-Talk, Mobile App, RDC. Visa DPS, Bill Pay, ATM, Instant Issue/Card @ Once, and Zelle.
6. Works with branches, card processor and awards point administration to facilitate and process card/digital payments related resolutions.
7. Troubleshoots and communicates technical difficulties members may encounter with FCU's Card & Digital Solutions services.
8. Maintains reports and logs detailing system usage and issues. Works closely with risk management, Verafin and VISA/DPS, Q2, platforms to monitor potential fraud situations, implementing card/digital payments rules as necessary.
9. Informs and advises members of status or enhancements to current account productivity and suggesting resolution on account disputes and other account activity in person, on the phone, or by using other FCU technology (e-mail) to ensure a quick and accurate response to members.
10. Analyzes traffic to web site and recommend any necessary programming changes.
11. Reviews daily, monthly and/or quarterly reports, including VISA/VISA DPS regulatory reports.
12. Troubleshoots and/or communicates technical difficulties to IT department to facilitate corrections or resubmissions of files.
13. Maintains compliance with VISA programs and processes, NACHA operating rules, Reg CC and all other regulations impacting card and remote delivery systems.
14. Complies with the Bank Secrecy Act (BSA).
15. Completes special projects as assigned.

1. Superb customer service orientation.
2. Strong numeric ability.
3. Accuracy and attention to detail.
4. Computer proficiency. Knowledgeable in MS Office Suite.
5. Stress management/composure.
6. Good listening and communication skills.
7. Honesty and integrity.
8. Teamwork.
9. Ability to professionally compose own correspondence.

This position has no supervisory responsibilities.

This job operates in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Physical presence in the office setting is required.

This position requires manual dexterity, the ability to lift and/or move up to 25 pounds. This position requires bending, stooping or standing as necessary.

Ability to work 40 hours; Monday Friday. Periodic overtime may be required.

Periodic travel to other FCU locations may be required.

Qualifications

1. Associates degree or Bachelor's degree.
2. One year related experience and/or training; or equivalent combination of education and experience.

1. Previous experience with a credit union highly desirable.

1. Multi-lingual capabilities to include Spanish are a plus.