Essentialcu
Supports the management of the debit card portfolio through reporting, and day-to-day activities of the Card Services department. Performs a variety of duties to provide members with the use of their debit cards in a trouble-free environment. Ensure all critical department deadlines are met and maintained. Assists with monitoring ATM fleet daily for optimal performance.
Process daily exceptions and related transactions, settlements and posting files along with periodic reconciliations
Investigate and resolve cardholder disputes in compliance with Regulation E and internal policies
Assist members with card issues, including lost/stolen cards, transaction inquiries, and fraud claims
Monitor card activity for suspicious transactions and elevate fraud cases as appropriate
Perform maintenance on member accounts including reissues, limit updates, and escalations
Coordinate with card networks, processors, and vendors to resolve processing issues
Maintain detailed and accurate documentation of cardholder interactions and dispute cases
Educate members and staff on card features, setup of services, and card safety tips
Stay current with industry changes, fraud trends, and compliance requirements
Participate in projects, system upgrades, and ongoing training related to debit card services
Ensure compliance with internal policies and procedures, federal regulations, and audit requirements
Monitor and maintain card stock inventory
Maintain knowledge of each phase of the dispute and chargeback process
Responsible for ensuring all service requests are handled within expected SLA
Maintain a thorough knowledge of current rules and regulations relating to banking and payment card industry and credit union compliance including BSA/AML
Support daily operations with ad hoc requests for research and analysis
Assist with maintaining department manuals and procedures
Maintain comprehensive and in-depth knowledge of Credit Union policies and procedures
Identify areas that need improvement and make recommendations for enhancements
_________________________________________________________________________
EDUCATION and EXPERIENCE:
College degree in a business, or related field
1-3 years experience in banking or Credit Union
Ability to navigate multiple computer service applications simultaneously
Strong analytical, organizational, and problem‑solving skills
Familiarity with card processing platforms and banking systems
Ability to work in an open office environment with interruptions
Analytical and critical thinking skills needed to resolve issues
Strong presentation, verbal, and written communication skills
Ability to work independently, and in a team environment with many different levels of organization
Highly organized and detail oriented
Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
__________________________________________________________________________________
WORK ENVIRONMENT: May require occasional overtime or weekend availability during fraud spikes, audits, or to ensure dispute regulation timelines are met.
PHYSICAL REQUIREMENTS: Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing/descending stairs in an emergency. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day. Must be able to work extended hours whenever required or requested by management. Must be by capable of regular, reliable, and timely attendance.
OTHER REQUIREMENTS: Must be able to perform job functions with supervision and work effectively either on own or as part of a team. Must be able to read and carry out various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on confidential matters.
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Process daily exceptions and related transactions, settlements and posting files along with periodic reconciliations
Investigate and resolve cardholder disputes in compliance with Regulation E and internal policies
Assist members with card issues, including lost/stolen cards, transaction inquiries, and fraud claims
Monitor card activity for suspicious transactions and elevate fraud cases as appropriate
Perform maintenance on member accounts including reissues, limit updates, and escalations
Coordinate with card networks, processors, and vendors to resolve processing issues
Maintain detailed and accurate documentation of cardholder interactions and dispute cases
Educate members and staff on card features, setup of services, and card safety tips
Stay current with industry changes, fraud trends, and compliance requirements
Participate in projects, system upgrades, and ongoing training related to debit card services
Ensure compliance with internal policies and procedures, federal regulations, and audit requirements
Monitor and maintain card stock inventory
Maintain knowledge of each phase of the dispute and chargeback process
Responsible for ensuring all service requests are handled within expected SLA
Maintain a thorough knowledge of current rules and regulations relating to banking and payment card industry and credit union compliance including BSA/AML
Support daily operations with ad hoc requests for research and analysis
Assist with maintaining department manuals and procedures
Maintain comprehensive and in-depth knowledge of Credit Union policies and procedures
Identify areas that need improvement and make recommendations for enhancements
_________________________________________________________________________
EDUCATION and EXPERIENCE:
College degree in a business, or related field
1-3 years experience in banking or Credit Union
Ability to navigate multiple computer service applications simultaneously
Strong analytical, organizational, and problem‑solving skills
Familiarity with card processing platforms and banking systems
Ability to work in an open office environment with interruptions
Analytical and critical thinking skills needed to resolve issues
Strong presentation, verbal, and written communication skills
Ability to work independently, and in a team environment with many different levels of organization
Highly organized and detail oriented
Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
__________________________________________________________________________________
WORK ENVIRONMENT: May require occasional overtime or weekend availability during fraud spikes, audits, or to ensure dispute regulation timelines are met.
PHYSICAL REQUIREMENTS: Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing/descending stairs in an emergency. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day. Must be able to work extended hours whenever required or requested by management. Must be by capable of regular, reliable, and timely attendance.
OTHER REQUIREMENTS: Must be able to perform job functions with supervision and work effectively either on own or as part of a team. Must be able to read and carry out various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on confidential matters.
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