Card Services Specialist I

Apple Federal Credit Union• Fairfax, VA, US, VA

6d•$24 - $30•Onsite

About The Position

Under general supervision, but following established policies and procedures is responsible for supporting and executing the day to day work activities of the Card Services department. Ensures internal and external service standards are being met. Responsible for compliance of Visa Debit and credit federal rules and regulations, along with Reg E. Maintains the appropriate procedural manuals ensuring new procedures are written and updates managed. Responsible for answering Department Hotline, Help Desk tickets and support to fellow staff members. Processing dispute claims, account settlement, and other daily duties. Performs duties and responsibilities in accordance with The Apple Way principles of Team Up, Serve With Purpose, Challenge Yourself and Own It. Remains cognizant of and adheres to credit union policies and procedures, Federal or State regulations or laws that may pertain to debit and credit card services. Performs other duties as 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
The ability to lift 25 lbs. and utilize standard office equipment including, but not limited to, PC, fax, copier, telephone, etc

Nice To Haves

Dispute processing experience a plus.

Responsibilities

Responsible for processing daily reports, posting provisional credits and reversals, as indicated by card processor. Posts additional comments on Synapsys to aid front line staff in answering questions from members regarding any open or closed cases
Reviews daily lost/stolen reports from processor. Blocks and reissues accounts within established policies and procedures
Download daily correspondence from card processing vendor and department’s email box and performs the requested maintenance and/or responds to the appropriate parties
Responds to ATM Helpdesk tickets and assists branch staff in responding to ATM troubleshooting. Responsible for placing service calls through ATM maintenance vendor if problems are not resolved by branch staff
Reviews and corrects daily ATM check image files for all enhanced deposit ATMs
Settles ATM systems ensuring accurate GL entries. Assists in clearing all GL accounts. Balance daily deposit GLs, and weekly withdrawal and funding GLs. Prepares monthly reconciliations for ATM withdrawal, deposit, and cash GL’s
Settles Prepaid systems daily ensuring accurate GL entries
Answers 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. Performs file maintenance on Visa Check card system; blocking, adding, deleting, and changing accounts as required
Ensures travel flags are placed on card records in the processor system to ensure that there is no service interruptions to cardholders
Responsible for ordering instant issue card stock
Make outbound phone calls in relation to debit cards when requested by management