Card Services Representative

WMCU•Grand Rapids, MI

About The Position

WMCU is looking for an enthusiastic individual to join our team as a Card Services Representative in Grand Rapids. This individual would be responsible for ensuring timely and accurate debit and credit card dispute processing, along with maintaining the plastics area at the Credit Union. What We’re Looking For: Previous experience in plastic related projects and dispute processing is required. Working knowledge of Microsoft Office (Word, Excel, Outlook). Ability to learn and understand the rules and regulations pertaining to BSA/AML, OFAC and Reg E and Z. Strong communication skills (both verbal and written). Deliver services to internal and external members in a proficient and timely manner. Knowledge and understanding of basic financial institution accounting and/or plastic experience preferred. What You’ll Do: Process member-initiated disputes/fraud transactions within regulated guidelines and timetables including compliance with internal policies. Track, process and maintain status of member dispute/fraud cases and chargebacks through end of lifecycle with third-party card processor ensuring proper logging and documentation. Ensure provisional credits given to members match general ledger postings and are timely charge-offed if uncollectible. Responsible for Fraud and Compromised Account Management System (CAMS) alerts daily follow-up and ensuring that compromised cards are closed appropriately for members. Retain thorough knowledge of debit, credit and PIN operating procedures, be up to date with applicable regulations including Regulation E and Regulation Z. Assists both internal and external members regarding accurate card information as needed regarding their card accounts and act as liaison between Credit Union and Credit Card Vendor for more complex items. Work with member complaints regarding incorrect posting, billing discrepancies, etc. Monitor WMCU plastic program(s) and work with plastic card vendors on any problems, updates, changes, testing and/or modifications. Maintain instant issue card area including password administration, member card production, ensuring proper card inventory, and making sure machines are in good working order. Timely follow-up on credit union “returned” plastic cards. Review third-party vendor reports for exception processing, card expiration and account updates. Perform various assigned duties for Accounting Manager. Our Benefits: Competitive salary Free benefit package (healthcare, dental, vision insurance, life, STD & LTD) Health Savings Account plus company contributions 401K plus up to 9% company contributions Paid time off (10 holidays, PTO, birthday day & volunteer time) Education reimbursement Annual merit raises Employee Assistance Program Your Future: Approximately half of our current team members have advanced through promotions or transfers within the Credit Union. We make it a priority to promote internal candidates whenever feasible, taking your professional goals into careful consideration. Join us and embark on a journey towards personal growth, where you’ll have the opportunity to develop new skills, expand your knowledge, and accomplish goals that enhance both your professional career and personal life. Who We Are: WMCU is a not-for-profit financial cooperative that proudly serves members at 11 locations across West Michigan. We are a local member owned and operated credit union that strives to meet our members where they are at, help them to grow financially and celebrate their successes. With a passion for community involvement, we are committed to supporting the communities our members and team members call home. WMCU is an Equal Employment Opportunity (EEO) employer, ensuring fair and unbiased employment practices.

Requirements

Previous experience in plastic related projects and dispute processing is required.
Working knowledge of Microsoft Office (Word, Excel, Outlook).
Ability to learn and understand the rules and regulations pertaining to BSA/AML, OFAC and Reg E and Z.
Strong communication skills (both verbal and written).
Deliver services to internal and external members in a proficient and timely manner.

Nice To Haves

Knowledge and understanding of basic financial institution accounting and/or plastic experience preferred.

Responsibilities

Process member-initiated disputes/fraud transactions within regulated guidelines and timetables including compliance with internal policies.
Track, process and maintain status of member dispute/fraud cases and chargebacks through end of lifecycle with third-party card processor ensuring proper logging and documentation.
Ensure provisional credits given to members match general ledger postings and are timely charge-offed if uncollectible.
Responsible for Fraud and Compromised Account Management System (CAMS) alerts daily follow-up and ensuring that compromised cards are closed appropriately for members.
Retain thorough knowledge of debit, credit and PIN operating procedures, be up to date with applicable regulations including Regulation E and Regulation Z.
Assists both internal and external members regarding accurate card information as needed regarding their card accounts and act as liaison between Credit Union and Credit Card Vendor for more complex items.
Work with member complaints regarding incorrect posting, billing discrepancies, etc.
Monitor WMCU plastic program(s) and work with plastic card vendors on any problems, updates, changes, testing and/or modifications.
Maintain instant issue card area including password administration, member card production, ensuring proper card inventory, and making sure machines are in good working order.
Timely follow-up on credit union “returned” plastic cards.
Review third-party vendor reports for exception processing, card expiration and account updates.
Perform various assigned duties for Accounting Manager.