FIRST SOURCE FEDERAL CREDIT UNIONPOSITION DESCRIPTIONPosition Title: Credit and Debit Card Support Specialist I Date: November 2024Department: Deposit Operations Status: Non-ExemptReporting To: Card Services & ATM/ITM Supervisor Pay Grade: 4 ($16.51/hr- $24.77/hr)POSITION SUMMARYThe primary responsibility of this position is to support day to day processing and servicing functions relating to our credit and debit card services. Serve as the processor for the daily functions that support our credit and debit card issuing, processing, and servicing. ESSENTIAL JOB FUNCTIONS
- Maintain a general understanding of all areas related to credit and debit cards.
- Perform day to day processing functions and support credit and debit cards, as well as third parties involved.
- Assist in resolving basic member issues. Escalate more complex issues to the Credit and Debit Card Support Specialist II.
- Act as the control for cash advances by reviewing transactions daily to ensure they are performed accurately.
- Assist with the administration of the credit and debit card platforms for password resets as needed.
- Remain up to date on all changes from all applicable vendors.
- Assist in testing and implementation of system updates.
- Process and support debit card issuance, transactions, maintenance, and disputes, handling related issues/questions. Address basic issues relating to debit cards.
- Process and support credit card issuance, transactions, maintenance, and charge-offs, handling related issues/questions. Address basic issues relating to credit cards.
- Process and support the debit card disputes. Work with the vendors, merchants, and members to ensure disputes are processed completely, accurately and within the appropriate timeframes. Use all available resources to complete investigations while making sure regulations are followed and all steps are completed within the necessary timeframes.
- Maintain a debit dispute tracking report and regularly reconcile to the dispute general ledger accounts.
- Assist in assessing and implementing improvements to processes, procedures, or workflows.
- Ensure service levels are achieved daily for our internal members and our vendors.
- Monitor reports and accurately conduct maintenance as needed.
- Assist in investigating fraud / potential fraud conducted via card channels when it is reported or found through the review process. Escalate issues related to fraud as needed.
- Ensure adherence to state and federal laws regulating electronic funds transfer, Regulation E, and all NCUA and Credit Union policies and procedures while performing day to day job functions.
- Ensures compliance with federally regulated disclosure requirements.
- Work on special projects as assigned.
- Ensure superior service is delivered to both internal and external members by consistently exhibiting Universal Behaviors.
- Required to participate in First Source Federal Credit Union events as well as designated Community events.
- Required to attend or participate in necessary compliance training, including but not limited to Bank Secrecy, OFAC, and Privacy.
- Required to attend training sessions as appropriate.
- Required to travel as needed.
- Performs other duties as assigned.
Knowledgeable and Experienced
- I promise to take personal ownership for learning and using that knowledge to provide value to those that I serve by:
- Looking for answers until I find them.
- Seeking opportunities to learn from others.
- Appreciating and respecting others' views.
- Acknowledging mistakes and learning from them.
- Going out of my way to share my knowledge and experience.
Striving for Operational Consistencies
- I promise to make it easy for you through consistency, efficiency, and accuracy by:
- Doing it right the first time, being thorough and accurate.
- Taking pride and ownership in my work
- Making and keeping commitments.
- Continuing to look for better ways to do things and challenging the status quo.
Rewarding Work Environment
- I promise to show care, compassion, and respect toward everyone I interact with by:
- Being approachable and accessible to others.
- Creating a pleasant work environment for each other.
- Always asking what more I can do.
- Resolving differences promptly
- Recognizing the contributions of others.
- Embracing diversity in the workplace.
Committed to Member Service
- I promise to deliver exceptional member service by:
- Interacting with a natural and genuine friendliness.
- Being courteous and respectful.
- Creating a welcoming environment.
- Exceeding your expectations.
- Sharing the moment and finding common ground.
- 1+ years Credit Union or Banking Experience
- Related Business Degree desired
- Knowledge of Credit and Debit Card products and services as well as applicable regulations a plus
- Effective and efficient oral and written communication skills
- Effective analytical thinking and a strong attention to detail
- Effective interpersonal/member relation skills
- A professional appearance
- Effective understanding and use of Microsoft Office (i.e., Outlook, Excel, Word)
- General understanding of core system functionality within financial institution environment
- Ability to perform well and keep up with responsibilities in a high volume, fast paced working environment.
- Ability to work in pressure situations and prioritize job duties.
- Ability to work flexible hours including evenings and Saturday's.
- Self-reliance, willingness to take ownership and creatively find solutions