Card Services Associate Jobs (NOW HIRING)

Tribe Card Services reports to the Office of Auxiliary Services which provides a variety of products and services that support and enhance campus life for students, faculty, staff, alumni, and guests. Tribe Card Services is committed to fostering an environment that promotes the diversity of creativity, excellence, thought, culture and educational opportunities throughout the auxiliary enterprise at William & Mary. Our office has a direct service, place-specific operation and employee presence is critical. The Tribe Card Services Specialist II delivers exceptional front-line customer service, responding to general inquiries from Campus visitors, faculty, staff, students, parents, and affiliates. The position is responsible for managing front office operations and upholding existing policies and procedures of William & Mary and Tribe Card Services.

The Tribe Card Services Specialist II job responsibilities include but are not limited to:

• Provide excellent customer service, uphold client confidentiality and applicable William & Mary processes and policies. Keep abreast of all new and updated financial policies and processes for William & Mary and the State.
• Operate and troubleshoot all standard office equipment and software including but not limited to, card printers, card laminators, soft phones, i-pads, scanners, copiers, Microsoft Office Suite, Instant ID card production software, cellular devices, POS system, Clover Device, TEAMS, Buy W&M procurement, and Workday finance. Assist in the training of TCS office Staff on all standard office equipment and software and update training materials as needed.
• Oversee/Process daily office operations including daily card production, POS operation, comply with established W&M cash handling procedures, complete/review daily deposit transmittals, and complete/review accounting journals. Assist the TCS Manager with Fall & Spring Orientation Tribe Card production and distribution to W&M campus programs. Perform transactions for student meal plan adjustments in the Atrium or Banner system as appropriate.
• Accurately download and save transaction files with supporting documents in accordance with established office procedures, including daily upkeep of digital/printed files. Record daily deposit amounts and Accounting Journal data to the monthly Reconciliation sheet.
• Monitor and respond to emails in the shared Tribe Card Services email Inbox. Answer any TEAMS phone calls to the TCS office and provide accurate information to inquiries. Timely upkeep of digital shared office calendar for orientation programs requesting Tribe Cards. Monitor and respond to Department requests for Staff replacement Tribe Cards.
• Maintain adequate inventory of card production and equipment supplies and other office needs. Procure Tribe Card Services supplies and equipment according to State policies and William & Mary SPCC guidelines through the Buy W&M system.

Required Qualifications:

• HS graduate or equivalent.
• Working knowledge of professional office practices and procedures.
• Proficiency with Microsoft Office Suite: Word, Excel, Outlook, as well as general website searches.
• Experience with or demonstrated ability to learn card production software and apply new skills quickly and accurately.
• Exceptional attention to detail and organizational skills and the ability to execute complex instructions with precision, ability to troubleshoot and resolve technical issues.
• Prior customer service experience.
• Excellent interpersonal skills with ability to interact with all levels of personnel and the general public in a professional and effective manner.
• Experience with a POS system, financial processing and preparation of POS transaction deposits.
• Experience or demonstrated ability to timely detect, research and correct transaction discrepancies.
• Demonstrated proficiency in the administration and reconciliation of financial plans.
• Knowledge of Generally Accepted Accounting Practices (GAAP).
• Records management experience with the ability to manage multiple calendars, using an automated calendaring system.
• Consistently maintain accurate, up-to-date records and digital files; ability to assemble financial data and event documents.
• Excellent interpersonal, written and oral communication skills with the ability to professionally respond to inquiries via telephone, e-mail or in person.
• Valid driver's license.

Preferred Qualifications:

• Associate degree or above in business administration, Finance or another related field
• Working knowledge of Commonwealth of VA state policies.
• Knowledge of Workday Finance and Human Resources platforms.
• Knowledge of Banner Students Accounts, exposure to or experience with Workday, and Clover devices.
• Experience with the Atrium, Instant ID or other enterprise campus card systems, card production and card design software.
• Previous experience in a higher education environment; familiarity with Auxiliary Services operations.
• Previous experience with Meal Plan Programs.
• Familiarity with higher education regulations including FERPA, PCI, and GLBA compliance
• Understanding basic database structures.
• Experience training, mentoring and overseeing the work of others.
• Experience preparing process guides, procedure manuals, or marketing brochures.

Conditions of Employment:

• This is a non-exempt position, eligible to receive overtime in accordance with the Fair Labor Standards Act as directed and approved by the supervisor.
• This position may be subject to overtime on weekends, holidays and in emergency situations in the event of equipment failure. Overtime hours may be required during Fall & Spring Orientation.
• Valid driver's license to monitor equipment and conduct card issuance events at multiple campus locations.
• The hours for this position are 8:00 a.m. to 5:00 p.m., Monday – Friday.
• This is a restricted position subject to availability of funding.

Duties:

45% - Front Office Customer Service and Card Production Operations :

• Provide professional positive and friendly customer service to all Campus Patrons.
• Respond to requests for assistance from students, parents, departments and contractors.
• Diffuse and resolve service disputes, escalate if appropriate.
• Maintain patron confidentiality and adhere to all applicable state and federal regulations. Uphold the policies and procedures of W&M and Tribe Card Services.
• Serve as a liaison to other campus departments and off-campus vendors as a Tribe Card Services representative. Be prepared to instruct and assist patrons with photo submission; prepare lists and reports for Departments requesting Tribe Cards.
• Audit card office front desk operations and participate in the resolution of operating irregularities. Ensure office activities comply with policies and procedures. Provide secure and confidential handling of cardholder information.
• Update training materials and guides when necessary. Train other Office Staff as needed. Maintain current documentation on financial and operational practices.
• Maintain adequate inventory of card production and equipment supplies and other office needs. Procure Tribe Card Services supplies and equipment according to State policies and William & Mary guidelines. Coordinate equipment repair and removal of surplus property according to applicable policies.

30% - Fiscal Processing and Administration :

• Monitor transactions and financial reporting for the Tribe Card Services operating accounts.
• Maintain security of the office safe, petty cash fund, and all incoming cash transactions
• Assist with the preparation and approval of the daily deposit transmittal. Prepare accurate reports, invoices, and Accounting Journals for Financial Operations.
• Process Accounting Journals for departmental charges, deposits, and budget reconciliation according to state accounting procedures.
• Process student charges and meal plan adjustments in the Atrium or Banner system as appropriate.
• Maintain accurate financial files and digital financial records and supporting documents.
• Keep abreast of all new and updated financial policies and procedures for William & Mary and the State.

20% - Technical and Troubleshooting Skills :

• Operate and troubleshoot point of sale and card production equipment, and outside software programs including Micros, Entrust Instant ID, and Atrium. Keep current on card production software.
• Maintain small devices and office equipment including updates to applications and firmware.
• Work with IT Services and vendors to resolve technology issues that prevent photo submission via the tribecard.wm.edu site
• Respond to requests for technical assistance from clients, merchants, contractors, or W&M employees.
• Monitor Tribe Card Services equipment, troubleshoot when failure is reported, and coordinate repair and/or replacement with the appropriate department and/or vendor.
• Keep abreast of appropriate equipment updates and train end-users on point of sale and card reader devices.

5% - Other Duties as Assigned :

• Other duties assigned that support Auxiliary Services.

Physical Demand