Card Services Specialist II

Apple Federal Credit Union•Fairfax, VA

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, and support to fellow staff members. Processing of 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 within the United States of America. Performs other duties as assigned by the Director of Card Services and/or the AVP of Payments.

Requirements

Minimum two years of financial institution experience required. Knowledge of credit And Debit card operations
A high school education or GED
Work involves frequent personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication
Strong organizational, analytical, and decision-making skills. Demonstrated ability to research out-of-balance situations. Demonstrated knowledge of procedures, regulations and rules regarding card processing and fraud claims
The ability to lift 25lbs and utilize standard office equipment including, but not limited to, PC, fax, copier, telephone, etc
Ability to function in a financial institution environment

Responsibilities

Provide professional support to members and internal departments regarding card services through phone, chat, email, and in-person communication when necessary. Utilize tact, diplomacy, and experience-based knowledge to resolve complex issues, explain card service policies and procedures, and maintain positive member relationships while representing the credit union in a professional manner.
Perform daily, weekly, monthly, and annual operational activities including report monitoring, new account setup, member account maintenance, help desk requests, hotline support, and processing service requests related to debit and credit card accounts. Process payments, adjustments, balance transfers, returned mail, and other debit and credit card file maintenance.
Review, maintain, track, and process non-fraud disputes using the card processor’s system. Ensure claims are fully investigated and filed within required timeframes in accordance with Visa rules and Regulation E requirements. Process chargebacks, gather supporting documentation, and perform necessary account adjustments.
Conduct research on unposted items including merchant returns, charge-off payments, and unposted credits/debits. Perform reconciliation and problem-solving on general ledger accounts related to debit and credit cards, working closely with Accounting to ensure accuracy. Apply and interpret Regulation E, Visa rules, and Servicemembers Civil Relief Act requirements, including quarterly Consumer Financial Protection Bureau credit agreement reporting.
Process collection-related requests include blocking cards, applying payments on hold, waiving late fees, processing Visa modifications, coding bankrupt accounts, and processing monthly charge-offs. Assist with deceased accounts, subpoena research requests, and document scanning.
Participate in departmental and organizational projects in collaboration with the Card Services Management Team and other departments. Assist with the implementation of new products, services, and process improvements.