Card Services Specialist I

Navigant Credit Union•Lincoln, RI

About The Position

The Card Services Specialist is responsible for performing a variety of functions including all credit union card products, Mastercard Debit and Credit, and our ATM and IBK terminals. Processes charge-off packages and disputes in accordance with Reg E and Reg Z, handles all IBK transaction matters including card maintenance and exception posting(s). Troubleshoots issues with card denials, processes all returned cards via US mail, and settlement of all transactions related to accrued interest, u Choose Rewards, and payment processing for the Credit Card portfolio. Oversees and monitors deposit accounts and card related transactions for unusual activity, hence, escalating fraud related matters by reviewing third party alert(s) and making recommendations based on fraud trends, and if applicable facilitate card reissuance.

Requirements

High School diploma or equivalent (GED) education. Some college level accounting courses are desired.
Minimum of 2-year financial institution operations experience required, 2+ years in Card Services preferred.
Demonstrated knowledge of Mastercard regulations and compliance requirements required.
Excellent verbal, written, telephone and interpersonal communication skills required. Must have the ability to communicate clearly and precisely, listen carefully and ask questions to clarify understanding.
Strong member/customer service orientation required in alignment with the credit union's mission and core
Experience working in a team-oriented, collaborative environment required.
Must have the ability to handle simultaneously, multiple tasks and changing Must have the ability to work independently.
Must have demonstrated analytical, organizational, problem-solving and time management skills.
PC proficient, including Microsoft Office (Word, Excel, Teams, PPT), the Internet required.

Nice To Haves

Prior experience in a contact center or client facing environment in the banking industry preferred.
Prior experience with fraud or non-fraud back-office investigations preferred.

Responsibilities

Handles daily card management tasks, including processing orders, rush orders, embossing errors, account billing updater (ABU) management, travel exclusions, conducting credit limit management, returned cards.
Monitors and manages the GL reconciliation and settlement / adjustments (posting necessary adjustments to members/ nonmember accounts) related General Ledger accounts as it pertains to Debit.
Processes on-us disputes- prepares and processes Reg E and Reg Z chargeback entries based on due diligence / research, if applicable, provisional credit is applied by debiting the Debit Card and/or Credit Card Chargeback GL, and ensuring an entry is catalogued in the SOLV report.
Monitors Enfact Cases, Tran blocker and Compromised card alerts to notify card holders, close cases, and investigate potential trends related to our fraud rule management.
Monitors and manages card tokenization as it related to Apple Pay, Google and Samsung Pay which includes downloading (2-day regulatory requirement) and obtaining the Card holder provisioning report (CD12) (Google, Samsung and Apple Pay) daily for automated process (ETL for member communications via mail & email) ®
Performs a variety of Card Services administrative tasks, to ensure card issuance meets quality control standards, card exclusions are adhered to, and replacement card orders are completed.
Orders and oversees the inventory management of our Mastercard debit and credit card stock at our centralized storage facility which includes plastic inventory, inserts and card sleeves.
Responds to questions, works directly and/or provides information upon request from members (internal and external) related to the Debit and Credit programs.
Performs required maintenance / oversight on accounts with the assistance of daily quality control reports to align with Navigant's risk management process.
Gathers documentation related to departmental related audits related to Deposit Operations (Card Services), including the annual completion of risk assessments within WolfPAC.
Stays abreast of applicable federal and state rules and regulations related to Reg E, Reg Z, Reg CC, TISA, Accel network rules, Mastercard mandates, and legislations that may impact the Credit Unions programs.
Performs other operations and clerical related duties as assigned by the Card Services Manager and/or First Vice President of Operations.