The primary function of this role is to assist internal and external members with credit and debit card requests. The Card Services Specialist works directly with members, vendor partners, and employees of the Credit Union to provide exceptional and timely service, and accurate transaction processing while adhering to established policies, procedures, legal, and regulatory requirements. The Card Services Specialist promotes Credit Union products and services based on needs identified in member conversations. Perform back office functions to support Card operations and provide members with accurate information regarding their credit and debit card accounts.
Job Duties and Responsibilities
50% - Provide Exceptional Service. Respond to incoming emails and phone calls from internal and external members in a timely and professional manner to resolve problems, answer questions, review approved or declined transactions, provide information for disputed and/or fraudulent transactions, record travel information and itineraries as needed, and perform outbound calling to verify high-risk transactions. Perform follow-up actions when needed and maintain the security and confidentiality of member information at all times.
40% - Perform Operational Support and Back Office Maintenance. Participate in enterprise and team projects, keep management and processors apprised of unusual transaction trends and potentially fraudulent activity, perform administrative tasks associated with the instant issue debit card hardware and software, process provisional credits, submit fraud claims for insurance, and review and process a variety of reports related to new accounts, credit limits, reissued cards, and disputes. Assist with keeping procedural documentation current, and update disaster recovery information as needed.
10% - Process Reports and Account Reconciliation. Review a series of daily and monthly reports to ensure accuracy in new account creation, card reissue, and account transfers. Process exceptions and post manual adjustments. Reconcile account transactions and adjustments against General Ledger information and make the necessary adjustments to keep accounts in balance.
Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the USA PATRIOT Act, the Office of Foreign Assets Control, Regulation E, Regulation Z, and the Credit CARD Act.
Knowledge and Skills
Six months to two years of similar or related experience, including time spent in preparatory positions. NRLFCU or other financial institution experience preferred.
A high school degree or GED is required.
The ability to motivate or influence others is a material part of the job, requiring a significant level of diplomacy and trust. Obtaining cooperation and fostering sound relationships (internally and/or externally) is an important part of the job.
Proficient and accurate data entry skills; excellent organizational, oral, and written communication skills; detail-oriented; demonstrated ability to identify member needs and provide solutions; knowledge of industry rules and regulations related Bank Secrecy Act, Truth in Savings, Truth in Lending Credit CARD Act, and PCI Compliance; general capabilities in the use of personal computer based business application software.
Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
Mental and/or Emotional Requirements
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.