Card Investigations - Disputes Operations Administrator
About The Position
Supports the Manager, Card Investigations and the Vice President, Payment Servicing Operations with the development, implementation, and management of assigned projects including, but not limited to new products and product enhancements, system/report enhancements, and promotions. Functions as the Credit Union subject matter expert on most card investigation related items and dispute system configurations and management for credit/debit/ATM cards as well as other payment dispute functions like Zelle, Checks, ACH, and wires. Collaborates with various professionals throughout the organization such as IT programming, Enterprise Applications, Risk and Compliance, Card Operations, Payment Operations, Treasury Management, and the Enterprise Portfolio Management Office to provide criteria, direction, and background of initiatives. Keep leadership informed of all operational and system updates, Regulatory and Network changes that impact the division, and ensures system performance and functionality remain optimized.
Requirements
- Bachelor’s Degree in Business, Finance or related field or equivalent work experience.
- Strong personal computer skills
- Independent work methods
- Oral and written communication and numerical skills.
- Ability to read, analyze, and formulate business processes.
- Must be able to apply analytical skills and processes to problem solving in assigned projects
- Ability to define problems, collect data, establish facts and draw valid conclusions.
- Ability to formulate ideas and recommendations both orally and in writing for presentation to management.
Nice To Haves
- 2+ years project management or project management support and experience in a card services environment and processing platforms.
- Exposure to process development/improvement methodologies.
- Experience with Credit Card systems and software.
- Experience with MS Project Software.
Responsibilities
- Maintaining all Card Investigations-related service levels and regulatory requirements are met.
- Providing management updates on internal service levels, KPIs, QA scores and overall health of Card Investigations program.
- Assisting with defining the project scope and objectives for Card Investigations-initiated projects, and promotions and develops detailed work plans, schedules, project estimates, resource plans and status reports, in order to meet the Credit Unions current and future strategic initiatives for Card Investigations, operating expenses, and compliance.
- Seeking out process improvement opportunities identified through committees, business owners, project teams and proactive discovery.
- Recommending business-level changes based on findings, including identifying best practices and industry standards and solutions.
- Reviewing, analyzing, and creating detailed documentation of business unit needs, including workflows, program functions, and implementation schedules.
- Completing research, analysis, and recommendations on system enhancements to improve existing workflows and system navigation.
- Maintaining a thorough understanding of state and federal regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.
- Providing testing scripts and test results for Service Pack and all card and payment investigation UAT related scenarios.
- Documenting project activities, following-up and resolving identified UAT scenarios and production outages and concerns.
- Updating management on progress and outstanding issues of all system tickets and updates.
- Making recommendations to management based on research and analysis results.
- Participating in project meetings and is responsible for project tracking and analysis for Card Investigations-initiated projects.
- Performing system administration tasks that include reviewing and approving quarterly letters and security system permissions audits and changes.
- Conducting weekly audits to confirm overall health of system and performance ensuring automated task do not fail or stall.
- Modifying user skillsets, and other related tasks for all card and payment investigation Claim Systems and related applications.
- Assisting with testing and validation system enhancements.
- Creating/updating departmental procedures and assisting Retail admin with Branch and Contact Center procedures, FAQ, weekly updates/reminders related to Card and Payment Investigations and communication of related Impact Alerts.
- Assisting with RFP responses.
- Providing cost benefit analysis and proposed responses to various RFP concerns.
- Performing liaison functions with external contacts, processors, vendors, and associated organizations.
- Managing vendors and service levels.
- Assuming related responsibilities as required.
- Interfacing with programmers on card services initiatives; giving direction on requirements, testing and implementation.
- Backing up and working in conjunction with the teams Senior Specialist to help assist and lead technicians and Specialist with training and coaching and development opportunities.
- Leading department projects in place of a corporate manager.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
