What are the responsibilities and job description for the Card Services Specialist position at Texans Credit Union?
Description
We’re Texans Credit Union. We are a $2.4 billion financial institution making our members’ financial dreams come true for 70 years. We are member-owned and operated in the Dallas metro area and are looking for people to join our team who love a challenge and enjoy helping others to truly make a difference. We are seeking a dedicated and detail-oriented Card Service Specialist to join our team. The ideal candidate will have a strong understanding of card services and credit union operations, excellent communication skills, and a commitment to providing exceptional customer service.
Position Purpose and Objectives
Under general supervision, the position exists to assist cardholders and internal employees with a wide range of questions, concerns, and requests; including, but not limited to, ATM cards, credit cards, debit cards and mobile wallets. This position is responsible for processing card related requests, such as, disputes, balance transfers, credit card orders and other internal/external requests for maintenance.
This role provides quality customer service to internal and external customers that meets and exceeds expectations and additionally cross trains on all other functions in the Card Services department.
Major Duties and Essential Functions
- Analyze card related exception reports and complete necessary adjustments or corrections as needed.
- Receive and review chargeback updates from card vendor and update/manage the dispute tracking log.
- Investigate chargeback rebuttals, complete follow-up disputes and report trends to Team Lead.
- Reconcile appropriate GL accounts and assist Accounting department with card-related entries.
- Evaluate compromised risk data and make recommendations based on findings. Complete the processes for managing compromised cards.
- Assist the Chargeback Specialist with debit card disputes. Review and collect dispute documentation within timeframes according to procedures/rules.
- Prepare and send provisional and final credit letters.
- Process credit card functions, including payments, balance transfers, credit limit increases, and authorized user additions.
- Respond to card-related requests received via email or internal ticketing system per service level agreement.
- Assist internal staff by answering calls related to card products.
- Process routine card maintenance and clean up as necessary.
- Conduct research on debit and credit card transaction activity and inform members or internal staff of the research results.
- Activate mobile wallets (Android Pay, Apple Pay, Samsung Pay) in the online system and answer questions as needed.
- Effectively communicate with members, internal departments, external vendors.
- Cross-train on all functions in the Card Services department.
- Perform other duties as required or assigned.
Positions directly supervised: No.
Requirements
- Proficiency with Microsoft Office (Outlook, Word, and Excel) and Adobe
- Strong verbal and written communication skills
- Strong time management skills to handle high volume of work
- Problem solving and analytical skills
- Consistency in following company policies and procedures
- Ability to develop and maintain good relations with members, co-workers and vendors.
Education:
- High school diploma or GED.
Experience:
- Minimum 3-5 years of related financial institution and customer service experience. Minimum 3 years of card operations experience strongly preferred. Intermediate knowledge of card-related rules and regulations preferred.
