Card Services Specialist II

Position Summary:

The Card Services Specialist II performs tasks, such as performing various card transactions research and maintenance as well as investigation of claims. This position is also responsible for ensuring timely processing and reporting of check, card and ACH chargebacks, processing of Regulation E and other claims, balancing and reviewing of processing network reports and General Ledgers (GLs), which includes researching out of balance conditions and clearing outstanding entries.

This position also supports other service departments on member issues that require immediate resolution and may handle special projects and prepare reports and analysis as assigned to meet member and Technology Credit Union (Tech CU) needs.

Essential Duties

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

Work Schedule

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

Workplace Essentials                                                                            

• 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.
• Comply with Tech CU policies and procedures.
• Uphold employee Code of Conduct and Business Ethics and ensures confidentiality of the workplace.
• Comply with requirements imposed by federal, state and local regulatory agencies.
• Adhere to internal control and security measures designed to ensure regulatory compliance and mitigate losses and errors.

Education:  Associate Degree or equivalent experience.

Experience: 5+ years’ experience in financial institutions, including exposure credit/debit card related services.

• Knowledge/Skills/Abilities:

• Excellent written and verbal communication skills.
• Proficient with Microsoft Word, Excel, PowerPoint, Outlook and Internet Explorer.
• 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.
• Strong ability to work effectively with all Tech CU departments.
• Basic knowledge of Verafin, Falcon/EnFact, Symitar, Visa online, DTS or similar systems.

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

EQUAL EMPLOYMENT OPPORTUNITY

Technology Credit Union is an Equal Opportunity Employer. All qualified employees and applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetic information, age, disability, veteran status or any other legally protected basis. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

PAY AND BENEFITS

This is a grade 104 position, with a salary range from $68,400 to $95,600 with bonus potential of 7%. The anticipated range for new hires is between the low-end and midpoint of the range, depending on experience. Tech CU is a pay-for performance organization that benchmarks base pay to the 50^th percentile of our market and we provide incentive-based compensation aligned with successful accomplishment of individual and corporate goals. The salary mentioned above is based on working in San Jose, CA. Salaries are based on the geographic location in which you live if working remotely.

Additionally, Tech CU provides health care benefits, life and disability insurance, 12 paid holidays and 401k with a company match; along with employee paid voluntary benefits. 5.54 Paid Time Off (PTO) hours accrue per bi-weekly paycheck (18 days per year) and will increase with length of service. Eight hours of Voluntary Time Off (VTO) are granted to full time employees annually to dedicate time to charitable organizations. Leaves of absences are available in adherence with state and federal regulations.