Neighbors Credit Union is a growing, not-for-profit, full-service financial institution that was established in 1928 in St Louis. Our mission is to provide great member experiences through innovative products, superior service, and trusted advice, while strengthening our community with financial education. We are dedicated to the success of our members and employees to ensure we are the financial institution of choice. Who are you at Neighbors Credit Union? Be a brand ambassador and allow the mission, vision and service standards established by Neighbors Credit Union guide you in everything you do. Provide awesome service to internal and external members, act with integrity, provide trustworthy guidance, make it easy to do business with us, make others feel important, and take personal responsibility in everything you do. Primary Function The development, implementation, and maintenance of fraud mitigation strategies to include acquisition/application, transactional behavior, payments and balance consolidation, and convenience check activities. Develop and maintain effective reporting related to fraud mitigation and account management strategies to support operations in the member contact areas as well as delivering business critical data to senior management. Analyzes loss trends and makes recommendations to prevent further loss. Strives to minimize and prevent losses resulting from high-risk and fraudulent monetary and non-monetary transactions. Provide card services to cardholders and act as a contact point for all merchant inquiries. Responds to questions, researches and troubleshoots issues, and processes billing and adjustment transactions. Assists with the setup and maintenance of card services. Provide strategic direction to grow credit card portfolio. Responsibilities and Daily Job Duties
- Manages the Visa Analytics Platform to access key insights to optimize authorization rates, promote early cardholder activations, lower fraud related costs and maximize interchange revenues. Make recommendations to Director for improvements and growth in all areas listed above.
- Monitor all card type to identify trends and make recommendations on how to grow portfolio.
- Identify and monitor critical credit card trends to grow and enhance portfolio.
- Responsible for staying abreast of industry and market developments for combating fraud by self-directed research, vendor education, webinars, and networking
- Track promotional success including new account/balance transfers.
- Monitors product/service income production for the Credit card program and make recommendations when anomalies are discovered, or targeted projections are not met.
- Ensure that regulatory, legal, and credit union audit requirements are met.
- Reviews Valera contracts and subscriptions that include replacement schedules, budget, targeted income, and monthly expense implications. Make recommendations to the Director of Payment & Card Operations and assist in the preparation of income and expense budgets and approval of bills.
- Monitor daily credit card reports to identify any fraud trends or activity. Report any suspicious findings to the Director of Payment and Card Operations.
- Ensures research of daily credit card reports and card problems related to member's accounts is completed and assists with inquiries, corrections, changes, and deletions.
- Ensures reports are reviewed, monitored, and saved daily and monthly for credit card maintenance and transaction activity.
- Receive cash advance tickets and batches daily and audit for accuracy
- Manages processes to complete member file maintenance requests, such as name/address /phone/email changes, restricts usage, replacement cards following Red Flag requirements, travel notes and card account closures.
- Enter new Business credit card applications and audit new credit card accounts
- Verify transmission and posting of payments and transactions daily.
- Ensures that project and goals are met adhering to approved budgets.
- Prepares and completes reports for CECL reporting, ACS, and Rate Repricing.
- Schedules training on new regulations, service features, processes, procedures or workflows for the department or all employees if required.
- Reviews and manages card vendor inventory, billing, and expenses. Prepares plastic re-orders for approval. Obtains approval of Director or Payment & Card Operations before new orders or service changes are made.
- Reviews communication from vendors and research enhancements.
- Manages the administration of the credit card processing software, manages roles, user templates and product configurations. Collaborates with the technology department for maintenance, upgrades, system design, interface applications and security. Reviews recommended changes with Directors before approval and/or rollout.
- Ensures that card processing functions are completed in accordance with established policies, procedures, disclosures, regulatory and compliance requirements.
- Recommend and implements alterations or revisions to standard operating policies or procedures on an as-needed basis.
- Respond to member inquires and requests.
- Back up to Debit Card Operations Specialist and Payment Processing Operations Specialist Positions.
- Other duties as assigned.
Knowledge
- Knowledge of electronic and card services, procedures and principles, credit union operations, and credit union philosophy.
- Extensive knowledge of VISA regulations, as well as working knowledge of laws, rules and regulations applicable to the financial services industry.
Skills
- Detail-oriented, neat, and organized required
- A significant level of trust and diplomacy is required, in addition to normal courtesy and tact.
- Ability to motivate and influence others to obtain cooperation.
- Ability to identify and solve complex problems
- Ability to analyze a wide variety of data, weighing the desirability and/or probability of possible outcomes in relationship to each other.
- Ability to generate reports from several databases using a variety of reporting tools.
- Ability to communicate orally and in writing with all levels of management, vendors, members, co-workers, etc.
- Must possess strong literacy in computer applications and use of technology. Proficient in Microsoft Office; including Word, Excel, Access, Outlook, and PowerPoint. Understanding of report generation using database management tools such as Access, Crystal, and CyberQuery.
Performance Expectations Life-Changing
- We take all steps necessary to elevate and empower members to confidently achieve financial wellbeing.
- We predict and understand the needs and wants of members at all life stages by intentionally observing their behavior, listening intently, asking better questions, and leveraging data.
- We navigate members through the journey of achieving financial wellbeing by proactively recommending personalized solutions that will impact their lives for the best.
Trustworthy
- We earn our members' trust by continuously building and sharing personal finance expertise, always keeping their interests in mind.
- We create personal connections with members by greeting them warmly, respecting and engaging them individually, and nurturing their financial wellbeing.
- We take immediate action and personal ownership to acknowledge, set expectations, and resolve all member needs.
Easy
- We create consistent and seamless experiences when, where and how the member wants to be served by continuously enhancing Neighbors' technical, operational and talent capabilities.
- We respect members' time by streamlining processes, offering convenient access, and ensuring timely response.
- We advise and help members navigate financial matters using conversational, easy-to-understand language and tools.
Requirements Qualifications
- Prefer a minimum of five years of experience in a credit union or other financial institution. Experience with credit card regulations, processing, and portfolio growth.
- Experience working with a neural network system and the ability to gather, analyze and utilize statistical data in strategy development.
Education
- High school education or GED.
Rewards
- Salary Range: $20.00 - $24.95
- This position is full time and will be eligible for benefits, and an annual incentive plan.
- We have excellent opportunities for career advancement and professional development.
Schedule
- Monday through Friday 8:00 AM - 5:00 PM.
Supplemental Pay?
Benefits (Starting the first of the month following your start date0
- Medical
- Dental
- Vision
- Life Insurance
- Short Term and Long-Term Disability
- HRA and FSA
- 401(k) with matching contributions.
- Tuition Reimbursement
- Birthday Time Off
- Vacation Time Off
- Sick Time Off - Can be used for both employee and family.
- Paid Parental Leave (Up to 12 weeks)
Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Sitting or standing at a workstation for extended periods of time.
- Working on a computer throughout the day
- Ability to listen and focus for long periods of time
- Ability to lift up to 10 pounds
Reasonable accommodation can be made to enable those with disabilities to perform the described essential functions. Work Environment While performing the duties of this job, the employee is occassionally exposed to changes in climate and temperature. The noise level in the work environment is usually quiet to moderate Salary Description $20.00 - $24.95