Card Support Specialist

Advia Credit Union • Oshtemo Charter Township, MI

17h • $18 - $21 • Hybrid

About The Position

The most essential function of this position is to deliver exceptional service to both internal and external members by embodying the core values of the credit union: Act with Integrity, Drive Progress, Build & Strengthen Relationships, and Keep People at the Core. This role exemplifies these values by aiding disputes, advanced card inquiries, and ATM assistance. Essential duties include processing claims for disputed or unauthorized transactions, representing the credit union by providing members with timely and accurate information regarding the dispute process, handling daily reporting functions, balancing accounts, maintaining queues, and troubleshooting.

Requirements

• A minimum of one year up to three years of similar or related experience, including preparatory experience.
• A high school degree or equivalent
• A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.
• Able to use database, spreadsheet and word processing software suites to record and maintain records, with member contact as necessary via form correspondence. Able to learn and retain knowledge in depth for all debit card and ATM adjustment function; to follow Visa and ATM network regulations and comply with Federal Reserve Board (FRB) Regulation E to limit potential liability for the credit union judgment, raising questions to management and adhering to policy guidelines.
• Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 20 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including computer terminal and keyboard, microfiche reader, telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of travel by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance.

Responsibilities

• Daily tasks include pulling reports from processor, sending cases in to processor, comparing to internal reports, identifying discrepancies or transactions that need action, submitting requests for corrections and updates to processor, and completing cash settlement transactions. Includes balancing general ledgers (GLs) and settlement accounts and submitting monthly reports to Management and Accounting, Assists with ATM monitoring, processing daily card queues and providing guidance for internal and external members.
• Manages card queues, handling emails sent to the Card Services inbox, and Card Services help desk tickets. Processes daily reporting functions and builds new cards by establishing and maintaining necessary information on internal systems.
• Processes daily reporting functions through core systems, card management systems, and loan processing systems by establishing and maintaining all necessary information on the internal systems. Pulls and processes daily closures, along with handling dispute reporting and compliance reporting from External Vendor. Accountable for balancing GLs and settlement accounts and submitting reports pertaining to Insurance/Write-offs and Unrecoverable Credit Card losses to accounting.
• Maintains and processes dispute cases including the processing of provisional credit to members as needed and contacting members to provide an update on status of accounts and/or gather and verify additional information on a case.
• Monitors fraud transactions for trends and similarities and forwards to management as needed. Monitors accounts for number of cases and cards regarding card privileges to maintain account safety and the safety of the credit union. Ensures that the member is not abusing the account and/or card privileges.
• Maintains dispute process procedures and suggests improvements as identified. Coordinates employee training on procedures.
• Processes card type changes and limit increases for credit cards. Reviews and addresses disbursement errors, manually builds business and corporate credit cards.
• Contributes to the ongoing success of the Card Service team by demonstrating a willingness to assist with daily tasks across credit, debit, and ATM operations.
• Stays current on Regulation E and ensuring credit union is not at risk. Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Additionally, all employees must follow policies and procedures to minimize risk by exercising judgment, raising questions to management, and adhering to policy guidelines.

Benefits

• Medical, dental, and vision insurance to keep you and your family healthy.
• 401(k) with company match, life insurance, and disability coverage.
• Generous paid time off (PTO), paid holidays, and paid parental leave.
• Learning and development programs, plus tuition reimbursement to support your career journey.
• Free Telemedicine
• Employee Assistance Program (EAP)
• Wellness initiatives
• Paid Community Action Volunteer Hours
• Parental Leave and Tuition Reimbursement are available after one year of service.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees