Job Description

Department:  Card Services

Grade:  9

Reports To:  Director of Card Services

Classification:  Non-Exempt

Supervises Direct:  0

Supervises Indirect:  0

The Card Services Specialist II is responsibilities entails providing technical support to the card services specialists, posting daily debit card settlement and balancing all general ledger entries related to dispute activity. The Specialist will use excellent service skills when providing telephone or chat support to our retail staff and members. Responsibilities includes performing routine quality control reviews as needed and posting debit and credit card activity to the general ledger. 

Essential Functions & Responsibilities:

30% Code, processes and posts daily settlement of debit card transactions. This includes daily ATM transaction activity, exception entries and balancing of general ledgers and incoming/outgoing ATM cash entries. Monitors cash balances on all offsite ATMs. Coordinates with head teller regarding cash management for offsite ATMs.

15% Researches debits and credits received via the Gateway. Determines fraud vs merchant entries and offsets the general ledgers accordingly. Retrieves and monitors daily Chargeback Retrieval reports for dispute status regarding pending and closing cases. Provides support to the Dispute team to ensure provisional credit is issued according to the rules and regulations (Reg E) for disputes/fraud. Balances bond claim spreadsheet for potential CUNA claims and submits claims to CUNA.

15% Logs into the Card Services phone queue and chat channel to provide staff with information and direction regarding member requests.

5% Handles credit card line increases and balance transfers. Completes assigned daily reports, compliance reports and resolves issues as needed.

5% Responsible for managing all ATM dispensing errors and Reg E claims. Issues provisional credit according to the internal processes and regulations. Confirms ATM claim outages and/or errors. Sends communication to membership regarding the decision of the claim.

5% Reviews the compromised debit card lists received and reissues cards as described in guidelines.

5% Monitors ATMs, handles open service calls and escalates through the appropriate internal channel.

5% Processes credit card write offs resulting from disputed charges. Completes all non-member ATM dispensing claims.

5% Responsible for regression and new product/service testing. Ensures accuracy of results. Reports all findings to the Director of Card Services.

5% Monitors assigned compromise reports. Such as, fraud (Falcon) alerts, credit card compromises and CAN/CAM alerts. Sends members notifications, closes cards, and processes replacement cards.

5% Performs all other duties as assigned. 

Performance Measurements:

1.  Maintains confidentiality in all situations.

2.  Maintains a professional work environment and business appearance.

3.  Works as a team member.

4.  Insures the department meets all deadlines with minimal errors and no errors that result in financial loss to the credit union.

5.  Demonstrates an understanding of, and follows the requirements of all regulation compliance, including but not limited to those of Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP) and Member Due Diligence (MDD) as it specifically relates to their job functions. Employee shall be trained annually in BSA/AML compliance. 

Knowledge and Skills: 

Experience

Three years to five years of similar or related experience. 

Education

(1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Interpersonal Skills

Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation. 

Other Skills

Proficient in Microsoft Word and Excel, Outlook, 10 key calculator, type 45 WPM, strong communication skills, verbal and writing. 

Physical Requirements

While performing the duties of this job, the employee is regularly required to use hands or fingers, handle or feel; reach with hands and arms; talk and hear. The employee frequently is required to stand, walk and sit. Specific vision abilities required to this job include close vision and ability to adjust focus. 

Work Environment

Work is performed indoors with some potential for exposure to safety and health hazards related to electronics work. May require periodic travel. There is exposure to potential hazardous conditions such as robbery. Employees are to receive detailed instructions and procedures to follow in order to minimize risk.

In accordance with the American with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.