Argent Federal Credit Union
Card Services Specialist
Argent Federal Credit Union, Chester, Virginia, United States, 23836
ROLE PURPOSE
The purpose of this role is to manage the debit, credit and prepaid card programs through investigating disputes, fraudulent activity, acting quickly to prevent and mitigate risk and loss to the credit union and members. Solves complex problems or questions when they arise and performs the proper research to initiate a sound resolution to ensure the member and credit union are protected.
ESSENTIAL DUTIES & RESPONSIBILITIES Resolves member inquiries concerning debit and credit cards, disputes, transactions and statements. Processes set up and input for debit and credit card systems, i.e. rate changes, new plastics and card designs. Maintains card plastic inventory across debit and credit card programs to ensure adequate supplies are available to meet members' needs. Understands the mechanical aspects of ATMs. Recommends new procedures to improve debit and credit card functions. Backs up Payments and Digital Services positions to assist in department coverage as needed. Reviews prior month general ledger reconcilements and researches any outstanding items before the last business day of the current month. Ensures outstanding items are cleared within 90 days of occurrence. Ensures financial security by following internal controls and maintains confidentiality at all times. Actively participates in all staff meetings in order to maintain awareness of organizational issues, promotional campaigns, stays current on policies, procedures, compliance and makes suggestions for improvement. Works to increase knowledge, technical skills and professional development through available internal and external sources. Works as a member of the Argent Credit Union team to ensure achievement of the credit union's mission and goals. Maintains a professional work environment and businesslike appearance. Perform additional duties and responsibilities as deemed appropriate.
ENVIRONMENTAL FACTORS AND PHYSICAL REQUIREMENTS
This role requires the employee to work indoors in a typical office environment. While performing the duties of this job, the employee is required to have ordinary ambulatory skills sufficient to visit other locations, and the ability to stand, walk, stoop, kneel, crouch and manipulate (lift, carry, move) light to medium weights of 1-25 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read application information. The employee frequently is required to stand, reach with arms, talk and hear.
ASSOCIATE CORE COMPETENCIES
Member Service
- Displays courtesy and sensitivity, appropriately manages difficult or emotional member situations. Meets commitments, and responds promptly to member needs, solicits member feedback to improve service.
Dependability
- Responds to requests for service and assistance, follows instructions, responds to management direction, takes responsibility for own actions, commits to doing the best job possible, keeps commitments, meets attendance and punctuality requirements as expected.
Job Knowledge
- Competent in required job skills and knowledge, exhibits ability to learn and apply new skills, keeps abreast of current developments, requires minimal supervision, displays understanding of how job relates to others, and uses resources effectively.
Quality
- Demonstrates accuracy and thoroughness, displays commitment to excellence, looks for ways to improve and promote quality, applies feedback to improve performance, monitors own work to ensure quality.
Team Work
- Balances team and individual responsibilities, exhibits objectivity and openness to others' views, gives and welcomes feedback, contributes to building a positive team spirit, puts success of team above own interests, able to build morale and group commitments to goals and objectives, supports everyone's efforts to succeed, and recognizes accomplishments of other team members.
PERFORMANCE EXPECTATIONS
Accuracy
- Accuracy is of extreme importance as it reflects on Argent Credit Union's reputation. Inaccuracy affects the member's privacy and breaks the trust the member has placed in us. This would include but is not limited to posting an incorrect amount to the correct account and providing an incorrect member receipt, and inaccurate completion of member service and forms. The employee is responsible for checking his or her own work to avoid errors.
Attendance
- The employee must be able to consistently report to work as scheduled and perform the duties of the position in the office environment.
Relationships with Others
- The employee must work effectively and relate well with others including internal and external members, supervisors, colleagues and individuals inside and outside Argent Credit Union.
Policy Compliance
- The employee is required to be knowledgeable of all company, department and position-specific policies and procedures and to follow the policies and procedures without exception. These policies include but are not limited to the Fraud Prevention, Harassment, Confidentiality, Employee Conduct, Electronic Communications, Voice Mail, Bank Secrecy Act and Collection policies.
REQUIRED EDUCATION AND EXPERIENCE A high school diploma or equivalent. One to three years financial industry experience in the capacity of card services and ATM's preferred; or equivalent combination of education and experience. Knowledge of rules and regulations as related to Payments and Digital Services. Experience with Fiserv EFT and Velera a plus.
Work requires valid driver's license and vehicle to visit ATM locations.
The purpose of this role is to manage the debit, credit and prepaid card programs through investigating disputes, fraudulent activity, acting quickly to prevent and mitigate risk and loss to the credit union and members. Solves complex problems or questions when they arise and performs the proper research to initiate a sound resolution to ensure the member and credit union are protected.
ESSENTIAL DUTIES & RESPONSIBILITIES Resolves member inquiries concerning debit and credit cards, disputes, transactions and statements. Processes set up and input for debit and credit card systems, i.e. rate changes, new plastics and card designs. Maintains card plastic inventory across debit and credit card programs to ensure adequate supplies are available to meet members' needs. Understands the mechanical aspects of ATMs. Recommends new procedures to improve debit and credit card functions. Backs up Payments and Digital Services positions to assist in department coverage as needed. Reviews prior month general ledger reconcilements and researches any outstanding items before the last business day of the current month. Ensures outstanding items are cleared within 90 days of occurrence. Ensures financial security by following internal controls and maintains confidentiality at all times. Actively participates in all staff meetings in order to maintain awareness of organizational issues, promotional campaigns, stays current on policies, procedures, compliance and makes suggestions for improvement. Works to increase knowledge, technical skills and professional development through available internal and external sources. Works as a member of the Argent Credit Union team to ensure achievement of the credit union's mission and goals. Maintains a professional work environment and businesslike appearance. Perform additional duties and responsibilities as deemed appropriate.
ENVIRONMENTAL FACTORS AND PHYSICAL REQUIREMENTS
This role requires the employee to work indoors in a typical office environment. While performing the duties of this job, the employee is required to have ordinary ambulatory skills sufficient to visit other locations, and the ability to stand, walk, stoop, kneel, crouch and manipulate (lift, carry, move) light to medium weights of 1-25 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read application information. The employee frequently is required to stand, reach with arms, talk and hear.
ASSOCIATE CORE COMPETENCIES
Member Service
- Displays courtesy and sensitivity, appropriately manages difficult or emotional member situations. Meets commitments, and responds promptly to member needs, solicits member feedback to improve service.
Dependability
- Responds to requests for service and assistance, follows instructions, responds to management direction, takes responsibility for own actions, commits to doing the best job possible, keeps commitments, meets attendance and punctuality requirements as expected.
Job Knowledge
- Competent in required job skills and knowledge, exhibits ability to learn and apply new skills, keeps abreast of current developments, requires minimal supervision, displays understanding of how job relates to others, and uses resources effectively.
Quality
- Demonstrates accuracy and thoroughness, displays commitment to excellence, looks for ways to improve and promote quality, applies feedback to improve performance, monitors own work to ensure quality.
Team Work
- Balances team and individual responsibilities, exhibits objectivity and openness to others' views, gives and welcomes feedback, contributes to building a positive team spirit, puts success of team above own interests, able to build morale and group commitments to goals and objectives, supports everyone's efforts to succeed, and recognizes accomplishments of other team members.
PERFORMANCE EXPECTATIONS
Accuracy
- Accuracy is of extreme importance as it reflects on Argent Credit Union's reputation. Inaccuracy affects the member's privacy and breaks the trust the member has placed in us. This would include but is not limited to posting an incorrect amount to the correct account and providing an incorrect member receipt, and inaccurate completion of member service and forms. The employee is responsible for checking his or her own work to avoid errors.
Attendance
- The employee must be able to consistently report to work as scheduled and perform the duties of the position in the office environment.
Relationships with Others
- The employee must work effectively and relate well with others including internal and external members, supervisors, colleagues and individuals inside and outside Argent Credit Union.
Policy Compliance
- The employee is required to be knowledgeable of all company, department and position-specific policies and procedures and to follow the policies and procedures without exception. These policies include but are not limited to the Fraud Prevention, Harassment, Confidentiality, Employee Conduct, Electronic Communications, Voice Mail, Bank Secrecy Act and Collection policies.
REQUIRED EDUCATION AND EXPERIENCE A high school diploma or equivalent. One to three years financial industry experience in the capacity of card services and ATM's preferred; or equivalent combination of education and experience. Knowledge of rules and regulations as related to Payments and Digital Services. Experience with Fiserv EFT and Velera a plus.
Work requires valid driver's license and vehicle to visit ATM locations.