Card Services Specialist ll

Direct daily functions of Card Services area including but not limited to:  Processing all applications and daily card maintenance for debit and credit card portfolios.  This position requires excellent member service skills and the ability to answer team member questions regarding card orders, billing, new card orders, chargeback disputes and other duties as assigned while exceeding service expectations.  Performs clerical duties related to Accounting, ACH, ATM/Debit Card, Share Draft, Shared Branching, Credit Card settlement and wire transfers. Ensure department compliance dealing with credit union policies, procedures and government regulations. 

 ESSENTIAL DUTIES AND RESPONSIBILITIES

Meet or exceed the following essential duties and responsibilities:

• CHARGEBACK PROCESSING & RESOLUTION:    Processes dispute & fraud chargebacks with FTPS.  Charts all credit & debit activity originating from processor reports.  Obtains additional supporting documentation and rekeys chargebacks if necessary.  Process monthly credit cards charge offs. Applies and removes provisional credit on member accounts.  Maintains communication with members regarding chargeback status.  Maintains the credit and debit card fraud general ledgers and makes recommendations as to recoverables and write offs. Processes CUNA claims if chargebacks are unrecoverable, if needed.

• CARD/FILE MAINTENANCE:  Pulls Security Report daily and adds new Lookups and Tracking 30 records to accounts in Symitar for all lost/stolen credit cards.  Modifies AOV and Falcon strategies for credit cardholders and releases debit cards via Real Time Decisioning to accommodate member travel plans.  Responsible for ordering and maintaining plastics inventory for debit, credit and gift card programs.  Approves plastic proofs to go into production.  Responsible for all Card Ordering/Maintenance, daily work load and team member support when Card Services Specialist is not available. 

• REPORTING:  Responsible for Quarterly Visa Operating Certificate Reporting to reflect sales, volume, interchange income, plastics and accounts outstanding for debit and credit card portfolio. Compile various month end reports for Accounting and Branch Office Teams. Track and manage CAMS alerts for possible compromised card issues and forward any pertinent information to Management. Prepares and updates card services procedures as need it.

• FRAUD MANAGEMENT:  Monitors fraud trends and take action to mitigate unauthorized transactions on cardholder accounts.  Monitors daily any CAMS alerts or alerts from our credit and debit processors.  Maintains communication with local credit unions so points of compromise can be effectively identified and action taken swiftly to protect our card portfolios.

• SUPPORT INTERNAL/EXTERNAL CUSTOMERS:   Support front and back office teams in regards to questions and issues regarding debit, credit and gift card portfolios via email and phone.  Performs member and team member research.  Pulls statement copies as necessary.  Perform administrative duties for Atira program, Springboard and MAP Prepaid Debit such as team member access set up/delete and password reset.  Sets up and deletes users as needed, resets passwords, voids transactions as needed.   Assists Accounting Team with settlement issues and research.  Other duties as assigned. 
• SERVICE/SUPPORT:  Follow the Integrity Service process with all internal and external members.  Must present a professional image and proper personal appearance according to Orlando Federal Credit Union Standards. 

• ACCOUNTING: Reconciles and monitors activity in general ledger accounts. Researches and resolves outstanding items in a timely manner. Serves as wire transfer and remote deposit capture operator. Balances and send Check 21 items. Prepares monthly financial reports for the Executive Management. Balance and process RCPCs as well as inclearings. Serves as a backup for ACH and ATM.

COMPLEXITY OF WORK: Requires excellent communication and observation skills; ability to read and interpret specific directions; responsive and strong decision making abilities, reflecting a sound and professional image.

RELATIONSHIP OUTSIDE OF OFFICE/DEPARTMENT:

• Must be able to communicate and interact with all levels of the organization.
• Must be able to communicate with a wide variety of third party vendors and processor support teams.
• Support and promote all credit union initiatives.
• Always practice the core values of Integrity Service. 

REGULAR ATTENDANCE is required.

EDUCATION and/or EXPERIENCE (Please indicate required or preferred)

• Bachelors Degree or higher in Business, Finance or related field (preferred)
• Masters Degree or MBA (desired)
• Demonstrated verbal, mathematical and written communications skills (required)
• Required 2 years experience with another financial institution or be employed by OFCU for a minimum of 2 years displaying accuracy and professionalism (required)         
• Demonstrated proficiency data processing/typing experience (required)
• Experience with Symitar, Springboard, FDR 3270, Issuer Direct (desired)
• Proficiency in Microsoft Word, Excel and PowerPoint (required)
• Previous experience in Card Service industry
• Previous experience with chargeback processing/dispute resolution
• Understanding of Reg E. and Visa No Liability compliance
• Understanding of CARD Act of 2009

ON-THE-JOB TRAINING:

• Internal Sales and Service
• Core system (Symitar)
• Springboard
• FDR 3270
• CardWiz
• ATIRA
• PAT system
• VisaOnline
• Host Access
• Vault Reports
• Application Extender
• FDR eCommerce
• C.L.A.S.S.
• Issuer Direct
• Integrity Service  
• Monitoring for and reporting all suspicious activity, comply with BSA requirements including completion of annual training.
• CUNA Plastics Claims Site
• BAI

LANGUAGE SKILLS:

• Ability to read, speak and write in English proficiently; speak effectively to a member or team member and/or before a group.
• Fluent in Spanish is helpful but not required.

MATHEMATICAL SKILLS:

• Aptitude to add, subtracts, multiply, and divides in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to calculate fractions, percentages, ratios and averages to create branch and credit union reports.

REASONING ABILITY:

• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Capacity to define problems; gather data, establish facts and draw valid conclusions

• Analyze and interpret statistical data, focus on details, correlate various pieces of information, identify trends, and understand the reasons behind problems as well as successes
• Generate effective solutions to problems while considering all aspects of situations

OTHER SKILLS AND ABILITIES: 

• Strong interpersonal skills highly motivated and well organized; excellent oral and written communication skills
• Ability to prioritize workload, maintain integrity of confidential member and team member information
• Ability to handle multiple tasks while prioritizing the importance of items in a fast paced environment
• Must be highly motivated and organized
• Must be able to meet required deadlines