Debit Card Specialist-Internal

POSITION

PURPOSE:

A person in this position is responsible for card operations and for performing security and mailing functions. Serves as the first point of contact for debit card operations. Compiles and enters statistics, performs assigned posting and balancing duties, and various card processing functions as required. Performs related clerical duties as needed. Professionally serves members and vendors.

• Accountable for all card control including but not limited to: renewals, restricting usage, merchant data breaches, and processing claims related to illegal card usage and maintaining documents for the required retention period. Maintaining contact information as appropriate.
• Utilize daily Trism reports to verify accuracy of new card orders against our core system and implements procedures to enter accounts into the credit union’s computer systems together with limits and other special conditions of use.
• Is the first point of contact for all debit card problems related to member accounts and handles inquiries, problems, adjustments, changes in credit limit, responds to contact manager notes as appropriate.
• Follows up on disputes and/or fraud transactions including but not limited to communication with network or credit union personnel, members, awarding provisional credit to members.
• Makes decisions regarding the suspension of debit card activity for fraud or possible fraud related issues.
• Maintains working knowledge of Federal Regulation E as it applies to duties including but not limited to monitoring all fraud cases to ensure that provisional credit, member notification and case closures are performed in a timely manner as outlined by the Regulation.
• Communicates with members or member service staff as needed to resolve questions and disputes arising from their use or attempted use of EFT devices.
• Reviews e-mails on a daily basis sent by Fiserv and/or FIS on national fraud alerts and provides information to supervisor to determine if credit union members are affected by the alert and/or whether staff needs to be provided with the information.
• Complies with all applicable laws, regulations, policy and procedures. Adhere to all security procedures and regulators guidelines for regulation CC, the Bank Secrecy Act, OFAC and the USA Patriot Act/Customer Identification Act (CIP). Maintains confidentiality of current, past and potential members and their personal and financial information.
• Works with back-up personnel on a regular basis to ensure that backup personnel can perform functions of job in case of absence. This includes but is not limited to any changes to FiServ/FIS system functions, relates any pending member issues; any necessary follow-up with members location of work documents/member fraud cases changing coordinator phone messages in the case of pre-planned absence.
• Provides supervisor and branch managers with any necessary phone numbers or codes to ensure continuity of member service in the event of absence.
• Processes the appropriate reports in addition to other applicable reports related to the debit card program.
• Monitors Switch Services communications and addresses “action items” as needed.
• Reviews and maintains warnings, notes and contact manager notes.
• Serves as the primary contact for the credit unions assigned risk analyst at Fiserv.

• Displays a professional and groomed appearance as outlined in the dress code policy.
• Greets members cordially and professionally in person, via email, and over the phone.
• Performs member debit card maintenance and problem resolution promptly and effectively.
• Returns member and co-worker messages, phone calls, emails, etc. within the same business day when appropriate.
• After appropriate training, understands the credit union movement.

• Keeps supervisors informed of area activities; reports suspicious or concerning activity as required.
• Works…