Card Services Officer (Card Holder)

Bank of Guam

About The Position

At the Bank of Guam it all starts with HEART We are on a mission to delight customers by delivering exceptional service and being there for them when they need us most – just like family. We demonstrate that level of care by being AUTHENTIC, COMPASSIONATE, COURAGEOUS and PERSEVERING in all our interactions. To that end we encourage all employees to find their passion and be their best selves for our customers, fellow employees, and the greater community. We do this by: LIVING THE BRAND and leading with heart and exceeding expectations EMBRACING THE JOURNEY by accepting change and challenging others to do the same BEING AN OWNER of our career and taking responsibility for our actions LOVING TO LEARN by committing to personal growth and development General Summary: The Card Services Officer II will work closely with Card Services Management and fellow Officers to support operations and provide excellent customer service to our consumer and business customers. They will directly oversee officers and play a critical role in their training and development, if applicable.

Requirements

Excellent command of policy, procedure, and card services industry.
Ability to communicate clearly and concisely, both orally and in writing.
Ability to balance multiple priorities and meet deadlines.
Intermediate to advanced skills in Microsoft Excel.
Proficiency in Microsoft Word, PowerPoint, and Outlook.
Excellent listening and problem-solving abilities.
Excellent organizational skills with the ability to prioritize tasks and manage multiple projects simultaneously.
Knowledge of basic business principles and company goals and objectives.
General knowledge of the financial services industry, including governance, processes and systems.
Strong technical aptitude with proficiency in troubleshooting technical issues including hardware and software.
Effective communication and interpersonal skills for interacting with customers, colleagues, and vendors.
Analytical mindset with the ability to interpret data and make informed decisions and recommendations.
College degree in business, accounting, finance or related field and 1 year experience bankcard operations, banking, accounting, or equivalent in or
High School Diploma (or equivalent) and four years of experience in bankcard operations, banking, accounting, or equivalent or
Minimum of 1 year experience as a Card Services Officer I and expertise of two Card Services related functions (i.e., Accounting & Reporting, ATM, Card Risk, Cardholder and Merchant).

Nice To Haves

Experience supervising teams preferred, but not required.

Responsibilities

Proactively role model our bank brand personalities and build meaningful connections with employees, customers and vendors.
Stays abreast of card services industry trends and keeps customers informed of new, revised, or expanded services.
Participate in maintaining good customer relations by giving efficient service and developing new business by acquainting non-customers with the Bank's service and present customers with additional services.
May oversee a team of officers to ensure they provide excellent service to both our internal and external customers.
May manage a team of officers’ work schedules and ensures adequate coverage.
May provide training and mentoring to teams, as well as disciplinary action and documentation, when required.
Coordinate with marketing, finance, credits, and other functional teams to deliver reports and research requests.
Assist Card Services Management in tracking key performance indicators for the Credit Card, Debit Card, ATM, and Merchant Services products.
Develop rapport with various vendors.
Initiate and respond to billing inquiries.
Regularly provide updates to all relevant parties regarding the status of payments.
Serve as the central point of contact for all department invoices.
Coordinate with Officers and Management to certify the accuracy of vendor billing and ensure timely processing.
Serves as a liaison between Card Services and the Branches, Cash Processing Center (CPC), Customer Experience and other key business units to support all ATM activity.
Work with Cash Processing Center to ensure that ATMs maintain adequate cash levels for customer transactions. Monitor cash balances to minimize downtime due to cash shortages.
Serve as a point of contact for customers regarding ATM-related inquiries, complaints, or issues.
Provide assistance and guidance to customers (internal and external) experiencing difficulties with ATM transactions, resolving problems efficiently to enhance customer satisfaction.
Liaise with ATM service providers and vendors to coordinate repairs, upgrades, or enhancements to ATM hardware and software.
Serves as a liaison between Card Services and the Branches, Customer Experience, Credits, Sales, and other key business units to support our credit card and debit card products.
Works closely with our processors and vendors to research and resolve cardholder issues.
Serves as a liaison between Card Services and Business Development, Sales, Customer Experience, Branches, and other key business units to support merchant services.
Works closely with our processors and vendors to research and resolve merchant issues.
Swiftly responds to card disputes by investigating and ensuring customers are responded to with the conclusion of their complaint.
Swiftly responds to compromised card alerts by coordinating and ensuring customers are contacted including completing appropriate follow-up actions.
Interprets policies and procedures to make sound decisions on behalf of their respective team and solicits input from Management when required.
Analyzes, recommends and implements decisions in line with the company’s goals and objectives to ensure protection of financial and reputational interests.
Review and approve entries to cardholder, merchant and general ledger accounts, as required.
Ensures that ATM, credit, debit card and merchant requests are timely and accurately executed.
Complete other duties/tasks and projects as assigned to meet the needs of the department and/or business.
Support other Card Services projects and functions, as assigned.
Prepare various monthly, quarterly, and ad-hoc reports required by Management and other internal stakeholders.
Assists Card Services Management with the maintenance and continuous improvement of policies and procedures.
Execute daily settlement procedures for our Credit Card product.
Oversee monthly billing for Credit Card, Debit Card/ATM, and Merchant Services.
Oversee monthly remittance of credit life insurance dues.
Prepare entries to general ledger accounts, as required.
Respond promptly to technical issues or malfunctions, troubleshooting problems and coordinating with technical support teams for resolution including creation and tracking of service tickets.
Work with Community Relations and event coordinators to schedule and coordinate the Mobile ATM testing and set-up at local, community and bank-sponsored events.
Track and analyze ATM performance metrics, including transaction volumes, uptime, and revenue generation. Generate regular reports to evaluate the efficiency and effectiveness of ATM operations, identifying areas for improvement and optimization.
Track vendor performance to ensure timely and cost-effective support.
Coordinate the installation and setup of new ATMs at designated locations, ensuring compliance with regulatory requirements and optimal placement for customer accessibility.
Conduct regular inspections and maintenance of ATMs to ensure functionality and prevent downtime.
Process interest rate changes for credit card accounts as appropriate to meet regulatory compliance.
Process Opt-Out of bank marketing, solicitation and/or information sharing requests.
Assist collection efforts by working with the Loan Adjustment Department and processing of charge-off requests in the credit card system.
Process monetary adjustment on the credit card system and prepare notification letters for returned payments.
Verifying and ensuring required and supplementary documents are archived in the bank’s electronic repository system.
Handle the intake and processing of Servicemembers Civil Relief Act requests. Ensure that accounts are placed on the locked rate for compliance with the federal regulation.
Handle the processing of MLA accounts. Ensure that accounts are placed on the locked rate for compliance with the federal regulation.
Provides technical or specialized support to assist internal teams and external customers to troubleshoot card use issues.
Provides technical or specialized support to assist internal teams and external customers to troubleshoot credit and debit card system access issues.
Work with business partners to communicate, troubleshoot and resolve system issues for our credit and debit card products.
Prepare and submit payment files to credit card processor.
Review and monitor payment file transmissions at established cut-off and transit times.
Handles credit and debit card disputes processing to ensure compliance with the federal regulations and network rules.
Handles the investigation and response to cardholder/ATM fraud.
Handles the investigation and response to cardholder disputes for credit history discrepancies received but not limited from the eOscar system.
Performs new merchant on-boarding procedures including online application (OLA), terminal download and testing, terminal installation, merchant training, and follow-up to ensure that new merchants are processing successfully.
Researches and resolves merchant issues concerning billing, chargebacks, account maintenance, transactions, terminals, networking, hardware, software, etc.
Coordinates with various stakeholders to resolve merchant chargebacks.
Verifies and ensures required merchant files are archived in the bank’s electronic repository system.
Provides on-site technical support or training, new terminal installations or replacements and delivery of supplies as needed during banking or on-call hours as scheduled.
Maintains a “clean desk” policy and implements information security best practices.
Maintains strict confidentiality of all fraud cases under investigation, unless specifically instructed by Management.
Ability to appropriately respond to branch and customer inquiries as they relate to complaints, negatively impacted transactions or experiences with services.
Complete all bank mandated training.
Establish systems for tracking product revenue and expense.
Report key trends and concerns to Management.
Investigates and works with local and federal authorities related to ATM fraudulent activity.
Implement and enforce security measures to safeguard ATMs against theft, fraud, and vandalism.
Regularly review security protocols and conduct audits to ensure compliance with industry standards and regulatory requirements.
Works closely with other teams to assist with investigation and response to ATM/cardholder complaints and fraud.
Understand processor reports and system codes as it relates to fraud to determine next course of action.
Handle customer inquiries as it relates to unauthorized transactions or transactions errors and to be able to provide proper guidance or recommendations for next course of action.
Handle customer inquiries as it relates to customer complaints of the product or service and to be able to provide proper resolution.
Ability to recognize and investigate fraudulent customer transaction patterns i.e. returned payments and other suspicious transactions to further provide explicit recommendations to Card Services Management for appropriate actions to prevent or mitigate losses.
Oversees merchant chargebacks processing to ensure compliance with applicable laws and card network rules.
Research and gather documentation required by processor for merchant settlement risk holds.
Conduct merchant site inspections to ensure business is in compliance with card network, processor and bank rules and regulations.
Ability to identify red flags within a merchant’s card processing activity and provide detailed recommendations to Card Services Management for appropriate actions to prevent or mitigate losses.
Review and ensure timely responses to vendor provided fraud reports.
Ability to perform root cause analysis for fraud/compromise cases and provide explicit recommendations for appropriate actions to prevent or mitigate losses.