CARD SERVICES SPECIALIST

POSITION DESCRIPTION:

CARD SERVICES SPECIALIST

Department: CARD SERVICES

Classification: Non-Exempt

Reports to: Card Services Manager

GENERAL DESCRIPTION:

The Card Services Specialist will serve as a support role for the Card Services team. This person will perform a variety of card operational duties, including but not limited to, Settlement balancing, debit and credit card requests, and monitoring fraud and travel alerts. Compiles and enters statistics, performs assigned posting and balancing duties, and various card processing functions as required. Works independently and/or collaboratively with others to maintain efficient procedures. Ensures decisions and actions are in accordance with established policies, procedures, regulatory guidelines, and legal requirements. Actively looks for ways to improve the overall process and ensures service delivery, both internally and externally is professional, efficient, and follows the credit union’s core values.

ESSENTIAL FUNCTIONS:

1. Provide excellent customer service for calls regarding credit and debit cards from customers, branches, customer care, and merchants.
2. Work as a credit and debit card specialist to support all branch and call center representatives as needed.
3. Process, review, and manage multiple queues to support an individual caseload.
4. Receives member support and branch phone calls to resolve inquiries timely or refer them appropriately.
5. Assist with identifying workload and cardholder trends and recommend solutions for streamlining workflow processes to increase efficiencies and reduce liability for the company.
6. Utilize vendor risk management applications to watch and reduce fraudulent transactions.
7. Process monetary adjustments to cardholder accounts.
8. Perform verbal and written communications with members.
9. Submits card processing balances to Accounting Department.
10. Provide backup and assistance to fellow Card Services personnel.
11. Maintains and delivers on Carolinas Telco FCU’s core values and service excellence standards.
12. Complies with all federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC).
13. Adheres to the Credit Union’s core values in carrying out Carolinas Telco’s mission and vision.

1. Any discovered issues are researched and resolved promptly. Management is properly informed.
2. Takes ownership of issues or questions on all card-related items. Issues are handled respectfully and promptly.
3. File documentation is accurate in accordance with policy and procedures, as well as regulations.
4. Work effectively with key stakeholders to complete tasks
5. Exhibits ongoing commitment to the enactment of organizational core values.

QUALIFICATIONS

1. High School Diploma or equivalency.
2. General working knowledge of financial institutions’ policies and procedures.
3. Understanding of credit card and debit card processing-related requirements, and procedures is preferred.
4. Must have the ability to work independently with minimal supervision and have the ability to multi-task and balance priorities.
5. Attention to detail and effective writing and verbal skills.
6. Ability to analyze account information, and ability to make an independent decision as it relates to presented facts.