Card Services Specialist Ii

Essential Duties

• Troubleshoots and resolves credit/debit card processing issues with emphasis on Member Experience.
• Communicates clearly and accurately when responding to member and internal requests regarding operating policies and procedures.
• Posts, reconciles and researches exception transactions associated with account adjustments, ATM and cash vault balancing.
• Enters fraud cases into fraud monitoring system as applicable, prepares file with required documentation and escalates as appropriate to Enterprise Risk Management personnel.
• Helps process card fraud reports when necessary.
• Analyzes disputed transactions by collecting information, exploring opportunities to identify recovery and mitigate losses, and documenting and resolving claims.
• Processes lost/stolen card reports and orders replacement cards.
• Reviews deposited checks accepted via various channels and assesses them for risk, places holds or rejects items as needed.
• Enters Travel Notifications when necessary.
• Responds to various fraud alerts.
• Recommends changes to improve processes and resolve recurring variances.
• Adheres to the debit/credit card brand guidelines.
• Researches, processes and administers to full resolution all Card Services inquiries from internal/external clients within established service level standards.
• Provides backup assistance as needed and works with the team to ensure all departmental duties and goals are met.
• Assists with auxiliary products/services inquiries from the branches and Contact Center, including Digital Wallets, Card Manager, Fraud alerts etc.
• Performs other duties and special requests as assigned.
• Responds to management direction in the completion of requests, department needs, or scheduling while supporting established service standards.

Work Schedule

• Full-time: typically 40 hours/week
• Occasional overtime
• M-F, 8 hour shift within the 7:45am-6:30pm window, Pacific Time

Workplace Essentials

• Uphold employee Code of Conduct and Business Ethics and ensures confidentiality of the workplace.
• Adhere to internal control and security measures designed to ensure regulatory compliance and mitigate losses and errors.
• Comply with requirements imposed by federal, state and local regulatory agencies.
• Comply with Tech CU policies and procedures.
• Support Tech CU’s Mission and Vision and consistently demonstrates Tech CU’s Values (Accelerate, Collaborate, Innovate, & Cultivate).
• Meet with manager on a regular basis to discuss goal alignment, performance metrics, and development plans.

• Knowledge/Skills/Abilities:

• Extremely detail-oriented.
• Solid ability to challenge status quo and drive innovation with a positive “can do” attitude.
• Strong ability to communicate effectively with members to resolve risk and fraud issues.
• Basic knowledge of Verafin, Falcon/EnFact, Symitar, Visa online, DTS or similar systems.
• Strong ability to work effectively with all Tech CU departments.
• Excellent written and verbal communication skills.
• Proficient with Microsoft Word, Excel, PowerPoint, Outlook and Internet Explorer.

Licensing/Certifications: None required.

Travel: May be occasionally required to attend offsite training, meetings or events, typically with advance notice. Overnight travel unlikely.

Typical Working Conditions: Office environment with direct and/or phone interaction with client. May work remotely as determined by business need and individual performance.

Equipment Used: Routinely uses standard office equipment, including computer, phone, copier and other devices.

Physical Requirements: This position requires:

• Ability to sit 70% of the day.
• Reading a computer screen and perform keyboarding tasks for up to 50% of the day.
• Speaking and listening to interact with clients and team in person or via phone.
• Walk/travel outside of the facility 10 % of the time.

EQUAL EMPLOYMENT OPPORTUNITY