The Card Operations Specialist is responsible for supporting all areas of the Credit Union regarding Empowers debit and credit card programs. Provide direct assistance to front line Retail Operations, Lending, Contact Center, Call Center as well as Branch Support Operations regarding member inquiries that require a higher level of knowledge for resolutions as a Card Operations expert. Perform daily operational duties, including, but not limited to dispute resolution, settlement and posting files, periodic reconciliation, credit card loan/account maintenance, auditing, and credit card reward program maintenance requests.
Essential Functions & Responsibilities:
E
50%
Investigate and resolve dispute claims with accuracy and timeliness according to Federal and Mastercard Regulations, as well as PIN Network Chargeback Operating Rules. Mitigate risk of financial loss to the Credit Union and maintain a high-level of member service to cardholders. Liaison with front line regarding all Salesforce dispute processing support. Validate accuracy of dispute claim classification to determine the course of action needed to resolve the claim and retrieve additional documentation if needed. Review claims to determine the Credit Union's liability under federal regulations and assist with possible recovery utilizing Mastercard's chargeback guidelines. Process daily reports in accordance with Regulations E and Z.
E
20%
Support Retail Operations through multiple communication channels to assist with member questions and provide resolution in a timely manner, while proactively identifying training needs for ongoing process improvement. Responsible for, but not limited to verify and balance daily card extract files, identifying rejected items and processing reorders to ensure cardholders receive their cards timely. Create daily MDES Tokenization files to ensure the Credit Union remains compliant with Mastercard's mandates. Process select credit card applications through LPQ that require additional maintenance with accuracy. Balance department general ledgers, identify differences and take appropriate action to resolve.
E
15%
Responsible for processing weekly/monthly database maintenance reports, including but not limited to: Mastercard rewards exception report, CCM credit balance report, CCM close on zero report, CCM loans with zero limit report, Deceased members with credit cards. Create weekly files for Mastercard Rewards to correct any rejected credit card loans to ensure our cardholder are enrolled in our rewards program. Process all returned cards and credit card statements via US Mail. Collaborate with Retail Operations for the destruction of topping foil while maintaining all audit logs to ensure Empower is compliant with Mastercard Instant Issuance mandates.
E
10%
Responsible for participating in projects for the successful implementation of Card Services projects with testing updates and assist with development of department procedures. Participate in quarterly cross training to become proficient in department job duties as well as all related vendor systems, Microsoft systems and core system(s).
N
5%
Perform other duties as assigned.
Performance Measurements:
1.
See Dayforce for Performance Goals
Knowledge and Skills:
Experience
Three years to five years of similar or related experience.
Education
(1) A two-year college degree, or (2) achievements of formal certifications recognized in the industry, licensing, or completion of specialized training courses or apprenticeship programs in relevant field.
Interpersonal Skills
Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Other Skills
Proficient in all aspects of the Microsoft Teams environment. Strong organizational skills. Good communication and analytical skills. Requires a working knowledge of Meridian Link, Loans PQ, Salesforce workflows, Microsoft Excel spreadsheets, database, graphing and report generation. Strong written communication skills. Ability to handle and monitor multiple tasks.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to sit of long periods at a time, use hands to finger, handle, or feel, and to talk or hear. The employee is occasionally required to walk; reach with hands and arms; and stoop, kneel, crouch crawl. The employee must occasionally lift and/or move up to 25 pounds.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.
This Job Description is not a complete statement of all duties and responsibilities comprising the position.