Card Services Specialist

POSITION TITLE:

Card Services Specialist

Card Services & ITM Operations Manager

7

Internal Operations

Non-Exempt (Paid Hourly)

Hybrid, 7101 East 56th Street, Indianapolis, IN, 46226

The primary purpose of this position is to fulfill Financial Center First CU’s vision of inspiring financial wellness. The position must deliver high quality service to both internal and external members by supporting and promoting our values to Care, Listen, Learn, Solve, and Act.

The Card Specialist maintains the clerical duties of the Credit Union’s debit and credit card programs, approves and processes disputes for debit card transactions, completing new card setups, and handling member inquiries.

• Deliver the exceptional member experience during all interactions with potential members, members, coworkers, internal members and vendors
• Performs daily processing of Debit Card requests including but not limited to:
• Process debit card disputes within regulatory timelines, including filing chargebacks, and insurance notices.
• Analyzes customer account activity, including ATM transactions, VISA debit authorization and settlements to determine whether fraudulent, unauthorized or other misuse of an account has occurred in order to limit the organization’s exposure to loss and protect a legitimate customer account balance.
• Notify fraud prevention group of dispute trends.
• Communicates with members as needed to follow up on debit disputes.
• Performs daily processing of Credit Card requests including but not limited to:
• New credit card onboarding – new card setup
• Balance transfers
• Account maintenance
• Researching and responding to member service calls
• Daily review of reports for both validation and reconciliation of previous day’s work for accuracy and risk management
• Supports Card Services & ITM Operations Manager in the setup and testing of credit card promotions
• Manages card inventory, including card BIN management, bulk card renewal, instant issue cardstock, and monthly inventory review. Places orders for rush-order cards and international card holders
• Manage cards which are returned undeliverable to the Credit Union by logging, notifying members, and destroying cards as required
• Creates and maintains procedures ensuring compliance with visa rules and regulations
• Serves as a backup for the weekly cash orders and balancing of the credit unions ITMs
• Participates in training for retail teams and branch visits
• Performs other duties as commensurate with the position.

• High School graduate or equivalent
• 1-year experience with a Credit Union (or Financial Institution) member account processing is preferred
• Strong verbal and written communication skills. Strong interpersonal and customer service skills. Ability to be resourceful, perceptive and persuasive when solving problems. Displays, diplomacy, patience and tact when dealing with members and staff
• Detail oriented with ability to adapt quickly in a fast-paced environment
• Good organizational skills. Ability to concentrate, exercise judgement & be a creative thinker
• Must have the ability to effectively work with a variety of personalities, backgrounds and experience levels
• Must be proficient in use of Microsoft Office products, specifically Word, Excel and Power Point
• Ability to properly handle sensitive information is imperative

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average…