Card Services Specialist
Heritage Family Credit Union is a dynamic and member-centric organization committed to making a positive impact on the lives of our members. We believe in delivering not just financial services, but fostering meaningful relationships that enhance the overall well-being of our members and communities. With a focus on education, integrity, and community, we strive to be the preferred financial partner. We're seeking a Card Services Specialist who:
- A card-savvy pro with solid knowledge of credit card procedures, fraud prevention, and dispute resolution.
- An analytic thinker who can dive into data, solve problems efficiently, and make confident, informed recommendations.
- A member-focused communicator who works well independently and on a team, with excellent interpersonal skills.
Summary: The Card Services Specialist is responsible for managing all aspects of credit card services, including new applications, increases, and plastics orders. This role involves thorough member account research, handling fraud and disputes, and implementing fraud prevention strategies. The specialist will also monitor claims, assist with retail inquiries, support the business credit card portfolio, and provide education to staff. Additionally, they will create training materials, handle escalated issues, provide member service, and manage credit charge-offs by creating loans to bring charge-offs in-house.
Essential Functions:
- Process new credit card applications, limit increases, and handle plastics ordering and reordering. Support business credit card needs, including managing limits, travel, and authorized signers.
- Conduct detailed research and resolve member-related credit card account issues, providing exceptional service.
- Provide exceptional service and handle escalated issues, as necessary.
- Review fraud and dispute reporting to ensure timely completion and escalate issues if resolutions are not completed within the required timeframe. Review fraud prevention reports, assess data, and recommend improvements. Track the status of old fraud and dispute cases to ensure the credit union has been properly credited and resolved.
- Oversee and monitor all credit card claims to ensure timely resolution.
- Assist retail branches with credit card inquiries and provide training to staff including but not limited to developing and maintaining training manuals for staff.
- Manage credit charge-offs by creating loans to bring charge-offs in-house, offering greater flexibility for members.
- Serve as a resource for the Deposit Operations team on credit-related matters.
- Collaborate with the Deposit Operations team to facilitate in-department training and establish backup procedures to ensure seamless business continuity.
- Responsible for reliable and predictable attendance.
- All other duties as assigned.
Qualifications:
Education:
- High school diploma or equivalent required.
- Associates degree or higher in Finance, Business Administration, or related field preferred.
Experience:
- Previous experience in credit card services, banking, or financial services preferred.
Skills:
- Strong understanding of credit card operations, fraud prevention, and dispute resolution.
- Excellent communication and interpersonal skills.
- Ability to analyze data and make informed recommendations.
- Strong problem-solving skills and attention to detail.
- Proficiency in relevant software and systems used for credit card processing and data management.
- Ability to work independently and as part of a team in a fast-paced environment.
Physical Requirements: This position requires sitting for extended periods of time and working primarily at a workstation in an open office environment. Daily tasks include extensive use of a computer performing standard keyboard functions, requiring repeated motion, as well as extensive use of the phone. Stretching breaks are recommended to avoid injury. Some light lifting and carrying of large paper files. Equipment is available and recommended for use of transporting large quantities of files to and from various locations.
Work Environment: Professional banking environment.
BSA/Risk: Employees will ensure adherence to BSA (Bank Secrecy Act) and risk compliance standards in all job responsibilities, maintaining the organization's regulatory integrity and mitigating potential risks.
Equal Opportunity Employer: Heritage Family Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.