Summary
Job Summary
The Card Operations Representative is responsible for supporting and having knowledge in all aspects of the credit and debit/ATM products which includes, but is not limited to, performing functional tasks such as account maintenance, researching cardholder issues, monitoring card data analytics, fraud prevention reporting, regulatory knowledge, dispute processing, and settlement processing.
Duties & Responsibilities
Duties and Responsibilities
- Process all dispute claims following Regulation E, Visa requirements, and UDAAP while meeting timeframes, filing for chargebacks, representments, pre-arbitrations, and other adjustment requirements to accounts.
- Perform quality control review on dispute processing and closeout documents.
- Process in-depth research requests requiring card regulation knowledge, product, and system knowledge.
- Process daily maintenance and adjustment requests accurately.
- Review and process daily settlement reports for external Financial Institution adjustments, network chargebacks, representments, and adjustments all requiring extensive knowledge in network disputes and adjustments.
- Strong ability to identify and prevent card fraud in reviewing daily reports for account takeover, identity theft, or members defrauding the credit union. Working closely with Fraud Investigation department to alert and assist with card fraud events.
- Ability to analyze card data to identify fraud events, member experience efficiencies, atm machine processing errors, and compiling the data to identify common points of compromise or breaches.
- Research exceptions with sales staff and vendors and post corrections accurately if necessary
- Work in partnership with other credit union departments to perform additional functions and requests as needed, such as, resolving problems by researching and working with other team members, departments, and vendors.
- Ability to ask clarifying questions and use critical thinking when performing daily tasks, completing requests, and identifying process improvements.
- Have a good understanding of Regulation E, Z, Credit Card Act, Network Rules, PCI Compliance, and UDAAP.
- Know current card products and the sub-products that support cards.
- Understand multiple systems used to support all consumer and commercial card products.
- Perform daily tracking and setting individual goals.
- Continually assess processes and recommend improvements to gain efficiencies.
- Serve as backup on other positions when needed.
- Assist with other miscellaneous department tasks as needed.
- Take detailed notes around daily tasks and request procedure updates when necessary.
- Support department disaster recovery team preparation and implementation if necessary
- Promotes honest and open communication with team members and throughout the credit union.
- Demonstrate behaviors that are consistent with the credit union’s values, philosophies, and leadership characteristics.
Requirements
Education and Experience Requirements:
- Bachelor's degree in business, finance, accounting, or related field of study; or equivalent applicable experience.
- Three (3) to five (5) years’ banking experience.
Required Knowledge, Skills and Abilities:
- Ability to manage multiple tasks and meet deadlines.
- Strong critical thinking and problem-solving skills.
- Ability to ask clarifying questions when needed.
- Data driven mindset.
- Self-starter and ability to self-teach on learned processes.
- Knowledge of fraud prevention tactics.
- Strong attention to detail.
- Ability to think big-picture impact.
- Strong analytical skills and aptitude.
- Knowledge of credit union services and products.
- Excellent communication skills both written and verbal.
- Ability to resolve interpersonal conflict and miscommunications.
- Knows when to ask for assistance or offer to help others to complete daily tasks.
- Strong knowledge of Microsoft Office.
- Eager to continuously learn and educate others.
- Must be able to be bonded.
Preferred Knowledge, Skills and Abilities:
- Three (3) to five (5) years’ experience in Debit and Credit Card operations.
- Prior experience with compliance requirements such as Regulation E and/or Regulation Z
- Proficient in Microsoft Office Products
Physical Requirements:
- In this position, individual will be expected to lift up to 20 pounds from time to time. Also, must be able to stoop, bend, reach, stand and sit and use a computer for extended periods of time.
Working Conditions:
- This position is expected to work in general office environment.
This job description indicates the general nature and level of work, knowledge, skills, abilities and other essential functions expected of an incumbent. It is not intended to cover or contain a comprehensive listing of all required activities, duties or responsibilities. An incumbent may be asked to perform other duties as required and the job description is subject to change as a result business necessity.