Card Operations Specialist

Credit Union Of Texas•Allen, TX

24d

About The Position

The Card Operations Specialist position serves as subject matter expert in all matters relating to Credit and Debit Cards. The position exists to assist cardholders and internal stakeholders with a wide range of questions, concerns, or requests relating to debit cards, credit cards, mobile wallets, prepaid cards, as well as responding to store inquiries and handling daily correspondences. Deliver an unexpected experience to both internal and external members. Receive daily telephone calls related to card products. Provide consistent and exceptional member service concerning card products and features. Responsible for providing efficient and timely service to the membership via phone and email with quality and accuracy. Process all mail received pertaining to card products, including address changes on credit cards. Conduct research on debit and credit card transactions. Consult with members, identity their needs, offer solutions and follow up as needed. Process lost/stolen cards and provide provisional credit on fraudulent and disputed transactions. Reconcile appropriate GL accounts and assist the accounting department with pending transactions. Process credit card functions, including payments, balance transfers, credit limit increases, and authorized user additions. Process EFT (ATM withdrawal) disputes, including validating ATM GLs, checking ATM audit logs, and providing provisional credit. Process debit card functions, including credit limit increases and exception reporting. Activate mobile wallets (Android Pay, Apple Pay, Samsung Pay) in the MasterCard Online system, when needed. Enter travel notes on debit and credit cards. Positions directly supervised : N/A

Requirements

Excellent customer service skills and the drive to assist others
Good communication skills, using courteous and proper grammar
Proven ability to stay focused and maintain productivity while effectively managing interactions with multiple people and handling frequent interruptions.
Good judgment and discretion when dealing with confidential information
Basic understanding of financial products and services
Positive Attitude
Standard computer skills, calculator, typing 40 wpm
High school diploma or general education degree (GED)
Minimum 1-2 years of related financial institution or customer service experience

Nice To Haves

Previous card and customer experience is a plus
Previous plastic card experience preferred.

Responsibilities

Assist cardholders and internal stakeholders with questions, concerns, or requests related to debit cards, credit cards, mobile wallets, and prepaid cards.
Respond to store inquiries and handle daily correspondences.
Deliver exceptional service to internal and external members.
Receive daily telephone calls related to card products.
Provide consistent and exceptional member service concerning card products and features.
Provide efficient and timely service to the membership via phone and email with quality and accuracy.
Process all mail received pertaining to card products, including address changes on credit cards.
Conduct research on debit and credit card transactions.
Consult with members, identify their needs, offer solutions, and follow up as needed.
Process lost/stolen cards and provide provisional credit on fraudulent and disputed transactions.
Reconcile appropriate GL accounts and assist the accounting department with pending transactions.
Process credit card functions, including payments, balance transfers, credit limit increases, and authorized user additions.
Process EFT (ATM withdrawal) disputes, including validating ATM GLs, checking ATM audit logs, and providing provisional credit.
Process debit card functions, including credit limit increases and exception reporting.
Activate mobile wallets (Android Pay, Apple Pay, Samsung Pay) in the MasterCard Online system, when needed.
Enter travel notes on debit and credit cards.