What are the responsibilities and job description for the Card Services Specialist position at Credit Union of America?
Role: Assist members and coworkers with all services related to Visa debit and credit cards and other electronic payments. Analyze, investigate, and process card related fraud and dispute claims.
Essential Functions & Responsibilities:
- Support credit/debit card portfolios and products by processing/working card related reports daily, weekly, and monthly. Complete card related helpdesks and requests timely and accurately. Research card related issues.
- Analyze, investigate, and process Disputes, Pre-Arbitration, Arbitration, Pre-Compliance, and Compliance via VROL and PULSE in accordance to Visa and PULSE rules. Process monetary entries including provisional credit, final credit, etc. in member accounts and appropriate general ledgers. Initiate and correspond with members regarding dispute process and resolution in accordance to Regulation E and/or Regulation Z.
- Provide friendly and professional service via all channels (phone, helpdesk, e-mail, etc.) to co-workers and members. Initiate and correspond with members regarding dispute process and resolution in accordance with Regulation E and/or Regulation Z.
- Reconcile/research card and dispute related GL entries and offages.
- Protect the Credit Union against controllable losses while remaining cognizant of member experience in relation to card usage. Understand and operate within Visa rules, PULSE rules, Regulation E, Regulation Z, and other relative regulations and network rules.
- Assumes Dispute Analyst's and other Payment Solutions' position responsibilities as needed.
- Suggest policy and procedure enhancements as needed to stay in compliance or improve service/experience for coworkers and members.
- Perform other duties as assigned by supervisor. Employees shall be trained annually, demonstrate an understanding of and follow the requirements of the BSA/AML Compliance Program as it specifically relates to their job.
Performance Measurements:
- Service is everyone’s business. Demonstrate a “Welcome to Friendly” attitude and use defined HELLO service standards during interactions with members and co-workers. Model Credit Union of America’s purpose “We come to work every day inspired to make a difference in our members’ lives.”
- Phone interactions are scored monthly. Maintain an average of 93% throughout the calendar year.
- Maintain debit card fraud/dispute losses under 3.5 basis points. Escalate fraud cases when suspicious or large. Suggest credit card strategies as needed to mitigate losses.
- Process at least 35% of fraud and nonfraud card disputes.
- Submit debit card fraud and dispute cases within 5 business days of submission in accordance with Visa Rules. Blocked disputes under 3% of total submitted.
- Respond to pre-arbitration and dispute responses timely, close dispute cases within -10 days to act and reconcile dispute GLs timely.
- Contribute to CU Visa Credit Card growth. Support product by assisting members and co-workers with concerns and questions.
- Complete required online regulatory training courses through CPD online with a score of 80% or higher.
Knowledge and Skills:
Experience: One year to three years of similar or related experience.
Education: (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.
Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
