Card Services Specialist

Responsible for the end-to-end management of card operations, including processing, issuing, and servicing various types of cards (credit, debit, ATM) for customers. Provides support to customers and bank personnel of all affiliate institutions via telephone, mail, email, and direct customer contact. Takes ownership for knowing and understanding the fraud risks of ATM and Card Services products and the regulatory responsibilities required of each department team member. Resolves routine and complex Card related problems. Provides support and back-up coverage for other staff. Performs various operational duties.

• Provides excellent customer service via telephone and e-mail communication to both internal and external customers. Responds to the high volume of telephone and e-mail inquiries from customers and branch staff regarding account and debit or ATM card activity. Performs a variety of customer service functions.
• Acts as point of escalation for customers disputing debit card transactions. This includes speaking with customers to establish items being disputed.
• Ongoing contact for customers throughout the dispute process including, but not limited to, sending documentation to customer, issuing and removing provisional credit to the customer account, following up with customer to address any questions either party may have, recording all dispute steps in department logs, and any other additional tasks deemed necessary to the dispute.
• Responsible for performing settlement and balancing functions within department.
• Monitors daily processes as assigned and assists with other departmental tasks as support or back-up when necessary.
• Works with management to investigate, resolve and communicate complex issues and problems that affect customers, the department or other team members.
• Identify trends through daily process that may be considered a risk to the company and card holder, raising to management and fraud departments.
• Research cardholder inquiries and prepare a written response, if necessary.
• At cardholder request, initiates non-monetary changes to the “on-line” systems.
• Maintains a working knowledge of all ATM and card services products and functions.
• Provides support to Branch personnel and Bank departments in all areas of ATM and Card Services operations.
• May train supporting staff as directed.
• Completes monthly Federal Deposit Insurance Corporation Improvement Act (FIDICIA) tasks as assigned.
• Performs a variety of general operational functions and administrative duties.
• Assists with or acts as lead on special projects.
• All other duties as assigned.

• Highschool diploma required, Associate’s degree or equivalent work experience preferred.
• Two (2) years of customer services experience within a financial institution or retail industry
• Excellent communication skills and comfortable working in an environment with 100% phone-based customer interaction.
• Strong interpersonal skills; professional, courteous, customer-friendly, warm, empathetic, level-headed, and composed.
• Basic knowledge of accounting skills (i.e.., Debits vs Credits)
• Willingness to learn various computer software banking programs.
• Excellent analytical and critical thinking skills, detail oriented and able to shift focus in the event of system failure or complications.
• Effectively prioritize work to ensure efficiency and to be able to meet deadlines that may conflict with Federal, State and Processor deadlines.

• Medical
• Dental
• Vision
• 401(k) Match
• Profit Sharing
• Paid Time Off
• 11 Holidays
• Tuition Reimbursement
• Free Parking throughout Tompkins Community Bank
• Employee Referrals

Tompkins is committed to a policy of Equal Employment Opportunity ("EEO") with respect to all team members and applicants for employment and a work environment free from discrimination (including unlawful harassment) based on race, color, religion, sex, sexual orientation, transgender status, gender non-conformity, gender identity, gender expression, national origin, age, marital status, domestic violence victim status, disability, predisposing genetic characteristics, military or veteran status or status in any group protected by federal, state, or local law.

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