Card Services Representative

Job Description:

PRIMARY FUNCTION:

The Card Services Representative is responsible for providing timely and effective quality service for our debit and credit card cardholders. This individual is also be responsible for issuing and maintaining all aspects of card accounts, performing financial adjustments and processing disputes.

JOB DUTIES AND RESPONSIBILITIES:

• Respond to member inquiries received via telephone, email and written correspondence; concerning all debit and credit card processes and transactions in a professional and courteous manner.
• Monitor lost/stolen report and troubleshoot issues to reduce losses.
• Handle member debit card disputes in accordance with all internal timeframes to reduce member and credit union losses.
• Understand and follow procedures in accordance with Reg. E, Reg. Z and electronic funds transfer (EFT) requirements.
• Accurately work fraud cases for debit and ATM transactions through third party service (Centrix).
• Process debit and credit card orders, card maintenance, charge appropriate fees, travel memos, and monetary adjustments.
• Review and monitor various debit and credit card reports as required for balancing and verification of daily transactions including daily payment transmission, balance consolidations, new applications, credit line increases and credit card fee adjustment reports from Collections and Recovery.
• Sort & review incoming and returned mail
• Assist with record retention and storage of member records.
• Work with our vendor representatives concerning member issues.
• Support business continuity plan initiatives, which require regular cross training on all critical Imaging Lab processes and quarterly testing.
• Look for opportunities to cross service and inform, educate and advise members of other Virginia Credit Union products and services.
• Promote quality service and teamwork among other employees and look for opportunities to improve departmental processes.
• Utilize third party software applications to assist with managing member cards and related requests (ex. Centrix application, STAR, Hostlink and Entrust Datacard )
• Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies.
• Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security.
• Report all Risk Management Policy violations in accordance with policy.
• Other duties may be required and assigned by the supervisor.

JOB QUALIFICATIONS:

Knowledge:

• Experience in a public contact position (with a credit union or other financial institution preferred).
• Demonstrates a knowledge of basic accounting entries.
• Prior work with or knowledge of debit or credit card processes preferred.
• Basic understanding of WebXtender &/or basic research capabilities preferred.

Skills:

• Basic computer and keyboarding skills (Microsoft Word, Excel and Outlook).
• Demonstrates flexibility and willingness to adapt to change.
• Strong organizational and time management skills.
• Team player who maintains a good working relationship with employees at all levels.
• Excellent oral communication skills, including professional phone etiquette.

Abilities:

• Ability to solve problems independently.
• Ability to work independently and within a team setting, while displaying strong interpersonal skills.
• Ability to handle multiple priorities in a timely manner.
• Must have the ability to process transactions with accuracy.
• Must have a positive outlook and willingness to be a team player.

Minimum Education and Experience:

• High School Diploma or equivalent.

PHYSICAL REQUIREMENTS:

• This job requires the ability to sit for long periods of time.
• It also requires infrequent lifting or carrying of objects up to 10 pounds.