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We value and rely on the unique talents and contributions of our employees to absolutely excel in member engagement by Delivering Signature Experience.
Salary Grade:
155E
Salary Pay Range for This Position:
$58,500.00 - $84,900.00
POSITION SUMMARY:
The Card Services Representative II has an advanced working knowledge of card processes including credit cards, debit cards, ATM cards and gift card operations. Serves as a resource for Wescom departments, branches, and members to resolve complex card issues including card declines, billing disputes, account errors, account maintenance, and rewards errors. Requires a working knowledge and daily use of card applications including Fiserv, Card Wizard, Visa Resolve Online, Symitar, ampliFI, Visa DPS, Monarch and First Disputes. Must stay informed of all Reg E, Reg Z requirements and Visa dispute regulations to identify available chargeback rights. Excellent communication skills and member service abilities required as position requires relaying complex information that will not always be easily accepted, such a dispute claim denial. Requires knowledge of basic accounting principles to facilitate the balancing of general ledgers. Participates in projects, such as mergers, conversions, RPA, while also identifying and implementing operational efficiencies and member facing enhancements.
ESSENTIAL POSITION FUNCTIONS:
Provides exceptional service to Wescom members and credit union staff by phone and email. Resolves complicated issues related to cards which often requires creative and service-oriented solutions.
Makes independent financial decisions to waive fees, finance charges and write off transactions. Posts adjustments to the Fiserv and Symitar systems.
Performs a variety of complex tasks which may include (but are not limited) to general ledger reconciliation, account, network balancing, card processing, and card disputes.
Maintains a working knowledge of several systems including: Symitar, Genesys, OnBase, Fiserv, Visa Resolve Online, Visa DPS, ampliFI, Card Wizard, Monarh, First Disputes, and other internal system applications as required.
Stays informed about changes in network rules, regulations, policies and procedures related to all aspects of card processing and ancillary functions.
Possesses expertise knowledge and adherence to all Reg E, Reg Z requirements and Visa dispute regulations.
Provides monthly statistical reporting to department management outlining detailed payment activity.
Performs quality assurance and reviews, researches and implements process improvements and efficiencies, including but not limited to, Robot Process Automation (RPA).
Participates in the support of mergers, conversions, new card programs, and special projects.
Provides support for branch instant issue processes including ordering card stock, verifying audits, ordering supplies, and researching outages.
Conducts interviews with members to identify available chargeback rights for dispute claims based on Reg. E requirements and Visa Operating Regulations. Enters data into the First Disputes Claim system. Posts provisional credit for debit card disputes.
Balances daily settlement for Fiserv and Visa DPS financial activity. Reconciles complex Card Services general ledgers and researches outages using reports and other sources.
Research rewards complaints and trouble-shooting card declines, performs file maintenance, posts exception payments, corrects NSF payments and bill payment returns, increase/decrease credit card limits in accordance with policy.
Processes balance transfer requests to transmit data and payments to other financial institutions.
Writes desk top procedures used to update department procedures manuals.
Performs other related duties as assigned or requested.
EDUCATION, EXPERIENCE, SKILLS AND ABILITIES:
High School Diploma or Equivalent Experience required.
Previous financial industry and customer service experience preferred.
bachelor's degree preferred; 2 years of equivalent work experience.
Ability to demonstrate excellent member service skills, problem solving skills, communication skills, both written and oral, ability to work in a fast paced environment, ability to work independently in a remote working environment, ability to work well with others and be a team player, and ability to be creative and a goal oriented individual.
Knowledge of basic accounting standards and reconciliation of GL accounts.
COMPUTER SKILLS:
Proficient in Microsoft applications (Word, Excel, Outlook). Must be proficient in technology applications including the Credit Union's operating system and specialized software required for performance of position.
Office Equipment (Computer terminal, computer peripheral equipment, telephone, fax, 10-key adding machine).
MATHEMATICAL SKILLS:
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rates, ratios and percentages.
PHYSICAL DEMANDS:
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. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms, climb or balance, stoop kneel, crouch, crawl; talk or hear and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
WORK ENVIRONMENT:
This position may qualify as Remote or Hybrid with a home base at one of Wescom's offices. The Remote or Hybrid status may be discontinued by Wescom in its sole discretion at any time and for any reason or no reason, with or without notice by Wescom or Employee.
The work environment characteristics described here are representative of those an employee encounters while performing functions of this job.
The noise level in the work environment is moderately quiet. It is a non-smoking environment.
The above job requirements are representative of minimum levels of knowledge, skills, and abilities. The marginal functions have not been included. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job description in no way implies that these are the only duties to be performed. An employee will be required to follow any other job-related instructions and duties as requested by the supervisor and/or management.
If you are applying for a Hybrid/Remote position, please note applicants are required to reside within our Wescom service areas which are defined as the following counties: Los Angeles, Orange, San Bernardino, Riverside, Ventura, Santa Barbara, San Diego, Imperial ,Fresno, Kern, Kings, Madera, Merced, Mariposa, Monterey, San Benito, San Joaquin, San Luis Obispo, Santa Cruz, Stanislaus and Tulare counties.