Card Services Specialist I

Apple Federal Credit Union•Fairfax, VA

6d•Onsite

About The Position

Under general supervision, but following established policies and procedures, this role is responsible for supporting and executing the day-to-day work activities of the Card Services department. The specialist ensures internal and external service standards are met and is responsible for compliance with Visa Debit and credit federal rules and regulations, along with Reg E. This role maintains appropriate procedural manuals, ensuring new procedures are written and updates are managed. The specialist is responsible for answering the Department Hotline, Help Desk tickets, and providing support to fellow staff members. Key duties include processing dispute claims, account settlement, and other daily tasks. The role performs duties and responsibilities in accordance with The Apple Way principles of Team Up, Serve With Purpose, Challenge Yourself and Own It. The specialist remains cognizant of and adheres to credit union policies and procedures, and Federal or State regulations or laws pertaining to debit and credit card services. Other duties may be assigned by the Director of Card Services and/or the AVP of Payments.

Requirements

Minimum two years financial institution experience required.
Knowledge of Credit and Debit card operations.
Experience with Quick Assist, Velera systems.
A high school education or GED.
Strong communication, organizational, analytical, and decision-making skills.
Effective oral and written communications skills.
Excellent problem-solving skills.
Ability to research out-of-balance situations.
Must be able to provide positive service in support of Credit Union service culture.
PC proficient including MS Word and Excel, and ability to learn financial institution software and systems.

Nice To Haves

Dispute processing experience a plus.

Responsibilities

Processing daily reports, posting provisional credits and reversals, as indicated by card processor.
Posting additional comments on Synapsys to aid front line staff in answering questions from members regarding any open or closed cases.
Reviewing daily lost/stolen reports from processor, blocking and reissuing accounts within established policies and procedures.
Downloading daily correspondence from card processing vendor and department’s email box and performing requested maintenance and/or responding to appropriate parties.
Responding to ATM Helpdesk tickets and assisting branch staff in responding to ATM troubleshooting.
Placing service calls through ATM maintenance vendor if problems are not resolved by branch staff.
Reviewing and correcting daily ATM check image files for all enhanced deposit ATMs.
Settling ATM systems ensuring accurate GL entries and assisting in clearing all GL accounts.
Balancing daily deposit GLs, and weekly withdrawal and funding GLs.
Preparing monthly reconciliations for ATM withdrawal, deposit, and cash GL’s.
Settling Prepaid systems daily ensuring accurate GL entries.
Answering Department Hotline and Help Desk tickets in a timely, friendly, and professional manner in support of front-line staff to resolve complex member requests, research member complaints or inquiries related to card usage while maintaining positive member relations.
Performing file maintenance on Visa Check card system; blocking, adding, deleting, and changing accounts as required.
Ensuring travel flags are placed on card records in the processor system to ensure that there is no service interruptions to cardholders.
Ordering instant issue card stock.
Making outbound phone calls in relation to debit cards when requested by management.