Card Programs Specialist

Overview

This position will support the mission and strategic goals of UWCU and the Card Programs department. The Card Programs Specialist I is responsible for responding to inquiries and identifying solutions to support our debit and credit card products, as well as our ATMs. This role must develop and maintain strong working relationships with internal partners to help deliver an exceptional cardholder experience.

This position requires the ability to balance multiple priorities, effectively analyze information, and devise solutions to problems. The person in this role is responsible for daily operations including the balancing of general ledgers, working exception and audit reports, and performing monetary adjustments and maintenance requests with speed and accuracy. This position will also investigate and resolve consumer dispute claims to support the Card Programs Dispute team.

Operational Excellence

• Accurately perform account and card maintenance.
• Take responsibility for monetary functions and balancing of appropriate GLs, including balance transfers, late fee refunds, payments, returned items, credit and cash advances and more.
• Process daily, weekly, and monthly debit card, credit card and ATM exception report and audits.
• Assist in maintaining procedures, and recommend improvements to increase productivity, performance, and efficiency.
• Research errors and issues. Collaborate with vendors, internal technical partners, and more senior Card Programs team members to reach resolution.

Cardholder Experience

• Provide direct phone and e-mail support to members, MS&S, MSC, and other internal partners, delivering exceptional member service and personalized solutions.
• Solicit feedback, identify trends, and document opportunities to optimize the cardholder experience.
• Demonstrate sound judgement and creative problem solving to effectively resolve member concerns and issues.
• Develop internal help resources to support the acquisition and servicing of debit and credit cards.
• Maintain debit, credit, and ATM product, feature, and function expertise necessary to promote an exceptional cardholder experience.

Dispute Resolution

• Process low-dollar, consumer dispute claims by gathering necessary information and documentation to acquire merchant credit or write off claims.
• Utilize appropriate systems to either maximize recovery rates or minimize cases that require dispute specialist intervention.
• Provide members with clear expectations throughout the dispute resolution process including the time frames and outcome of the claim.
• Document decision making and investigation results lead to write-off claim resolutions.
• Collaborate with Loss Prevention, Member Solution Center and Member Sales and Service to support members through the dispute resolution process.

Continuous Learning and Development

• Assume ownership of personal development through dialogs, participation in group initiatives and projects, and engagement with training.
• Explore development options including mentor/mentee relationships, and the use of tools such as the Leader of Self gap analysis and Individual Development Plan (IDP).
• Be a change agent: welcome innovation and collaborate with others to achieve departmental and organizational goals.
• Develop and maintain competency with internal resources, procedures, systems, and tools.
• Develop and maintain competency with VISA and PIN-based network rules, and Federal Regulations E and Z for dispute resolution processing.
• Strengthen the Credit Union's inclusive environment by engaging with ongoing DEI initiatives.
• Invite and accept feedback and provide upward feedback.

Education & Experience

• Associate's degree in Business or related field is required.
• 2-3 years of Financial Institution experience is required.
• 7 months - 1 year of Customer Service experience is preferred.

Skills

• Demonstrated investigative, analytical, organizational, decision making, and problem-solving skills.
• Ability to effectively prioritize workload and tasks, complete assignments in a timely manner, and meet deadlines.
• Strong verbal and written communication skills.
• Effective interpersonal and customer service skills.
• Ability to work…