Card Operations Analyst

More Than A Job!

Why do you work each day? To us, our jobs are not just something we do to make a living, it’s a way to live. We work to support our members; whether celebrating moments of joy, finding a solution to an obstacle, or offering encouragement through a time of struggle. The worth of our work isn’t measured in dollars and cents, it’s seen in our communities and felt by the people who believe in us.

Benefits Include:

· Financial wellbeing services

· 401(K) matching with up to 5% match

· Reduced health insurance

· Employee wellbeing services

· DE&I initiatives

· Work-life integration

What You'll Do 

The role of the Card Operations Analyst delivers excellence by supporting and performing advanced operational functions for the service and maintenance of all Lake Trust card-related products. This role provides product and service functionality information, troubleshooting support, dispute intake and processing, and research towards problem resolutions. This includes working with vendors and internal departments, reviewing and improving processes, supporting product implementation and testing, navigating technology updates, determining operational procedures for other departments and members, as well as credit union wide daily function support.

• Serve as a liaison between Onstage representatives and members by providing helpful information, processing card disputes, explaining card features, recommending solutions, answering questions, and responding to concerns about card functionality.   
• Prepare, process, and reconcile daily settlement GLs related to our Card Networks. Work through adjustments and reporting presented by vendor partners on behalf of the members. 
• Build and maintain effective and collaborative relationships with a diverse range of staff, technical and non-technical.   
• Process member disputes, offering support and guidance, from intake to settlement.
• Contact merchants and vendors for assistance on complex issues and suggestions for swift resolution.
• Research, report and provide resolution to card exceptions and disputes in a timely manner.    
• Act as a subject matter expert for all card products in which the department supports.
• Demonstrate a strategic mindset, understanding how Card Operations impacts the members and departments we serve.       
• Demonstrate the ability to listen and assess a problem and identify opportunities for improvement.

What You’ll Bring 

Level I (Band B, MRP2)

• Knowledge typically acquired through the completion of a Bachelor’s degree or an equivalent combination of education and experience 
• 0-2 years previous financial institution experience, support or operational experience required
• 0-2 years customer service experience preferred
• Effective analytical, problem-solving and decision-making skills  
• Ability to go above and beyond to provide the best possible service experience to internal departments and credit union members    
• Ability to adapt quickly in a fast-paced environment, shifting priorities and demands as needed     
• Strong written and oral communication skills   
• Strong interpersonal skills   
• Ability to interact effectively across vendors, internal department, and members who support the credit union’s card operations      
• Ability to work within a team environment to solicit feedback, creativity, and collaboration 
• Ability to learn, understand, and apply new technologies             
• Ability to handle multiple tasks and perform under pressure        
• Ability to prioritize and organize tasks carefully and accurately, while working on multiple work streams
• Ability to work independently with little supervision as well as part of project teams         
• Good record keeping and attention to details are essential          
• Flexible and responsive to changing situations; capable of working in a fluid and dynamic environment

Level II (In addition to Level 1 qualifications. Band B, MRP 3)

• 2-4 years previous financial institution experience, support or operational experience required
• 2-4 years customer service experience preferred
• Ability to think objectively and make decisions regarding card products and processes based on the knowledge and information provided.             
• Provide training and mentorship to new and existing team members with guidance, advice, feedback, and support.
• Ability to search and research information within the credit union and with vendors to fully understand and support our products and processes.

Level III (In addition to Level 2 qualifications. Band B, MRP 4)

• Bachelor’s degree preferred, or equivalent education and experience
• Knowledge of financial institution card operations
• 4-6 years previous financial institution experience, support or operational experience required
• 4-6 years customer service experience preferred
• Proven ability to support a strong member service culture

What You’ll Get 

• Ability to collaborate and build a sense of togetherness that contributes to a positive work environment.
• Being open to change and embracing new opportunities can lead to diverse experiences and career advancement.
• By prioritizing member wellbeing, which leads to increased engagement, improved team dynamics, higher levels of motivation and a stronger community culture.