Sr. Card & Payment Services Specialist

California Coast Credit•San Diego, CA

12h•Onsite

About The Position

Under the direct supervision of the Card Payment Services Manager/Assistant Manager, this role supports branches, the call center, back office departments, and members by answering card and payment operations calls. Responsibilities include handling inquiries regarding ACH, debit, credit, ATM, prepaid, instant issue, and card dispute claims processing. The specialist will provide detailed answers, resolve complex issues, support critical department projects and special assignments, collect data, and prepare various card payment reports. Additionally, the role involves conducting card and payment-related training for staff, demonstrating leadership, delivering the 'Orange Experience,' and acting in the best interest of the member. Other complex related tasks in support of credit union operations will also be performed.

Requirements

High school diploma or equivalent plus five (5) years of experience in a financial institution detecting, mitigating and recovering losses due to fraud.
Extensive knowledge in either ACH, ATM Network Operations, Debit and Credit Card Operations, or Mastercard chargebacks required.
Excellent ability to effectively communicate verbally and in writing with members and staff to understand, explain, educate, and resolve unusual situations, requests, and grievances.
Proven ability to adapt to changing volumes and re-prioritization of tasks while maintaining excellent organization and customer service skills.
Requires an empathetic demeanor and can-do attitude to achieve the highest level of service and member experience.
Ability to multi-task, work under time constraints to meet work deadlines, and remain calm in stressful situations.
Ability to move between multiple systems quickly and efficiently, as well as the ability to learn new applications quickly.
Sharp skill and ability to perform difficult financial transactions with accuracy and minimal or no errors in daily work.
Ability to work independently and with limited supervision.
Great knowledge of accounting principles.
Innate ability to identify, analyze, and suggest creative ways to improve assigned tasks.
Proficient in Microsoft Office applications (Word, Excel, and Outlook).

Nice To Haves

The Eight Superpowers (leadership, empathy, active listening, grit, intrinsic motivation, creative problem-solving, sharing diverse perspectives, valuing inclusion and appreciation for unique qualities and experiences).

Responsibilities

Support branches, call center, departments, and members answering calls on the full range of transactions and maintenance associated with card and payment processes, including ACH, Person to Person (P2P), Account to Account (A2A), EFT, credit and debit card transactions, card ordering and replacement, card dispute claims, and other assigned daily tasks and reports using credit union policies, procedures, and network operating rules.
Handle escalated and more difficult, problematic and intricate member concerns.
Review and process various high level reports as assigned making appropriate complex financial adjustments in accordance with Regulations.
Research, analyze, adjust, and respond to complicated account discrepancies, in accordance with Regulation CC, Regulation E, Regulation Z, NACHA rules, Mastercard and other associated card and payment operating rules in order to avoid penalties, fines and legal ramifications.
Collect data in order to prepare or assist in the preparation of high level operations management reports, spreadsheets, and dashboards to assess metrics and performance for monthly/quarterly/annual reporting.
Troubleshoot and resolve escalated transaction exceptions and suspicious transactions in the area of expertise.
Communicate with internal technical support department and/or vendors to research and resolve extremely difficult member or system issues.
Collaborate with others to research, develop and implement new products and services.
Perform system testing on new product and service rollouts, software updates, etc.
May serve on committees as a Subject Matter Expert.
Assist with internal and external audit responses and exams, performing research and implement resolutions to findings and recommendations.
Reconcile department general ledger accounts, as assigned.
Demonstrate ability to back up and complete all responsibilities expected of a Card Payment Services Specialist I and Card Payment Specialist II.
Perform other advanced duties as required.
Demonstrate leadership by displaying adaptability as well as a positive, professional can-do attitude at all times.
Answer calls from branches, call center, back office departments, and members regarding operations in area of expertise. Perform research, provide answers, resolve issues, and perform file maintenance as required.
Sustain excellent organization and meet deadlines.
Maintain the highest level of internal/external member service. Deliver the Orange Experience and act in the best interest of the member.
Perform various advanced tasks, projects and administrative duties as assigned.