Homeoffice Card Service Card Specialist at Navigator Credit Union

Description

Role:

To assist members with their card accounts; dispute resolution, issuing, blocking, or renewal of credit cards/ATM cards/Debit cards while maintaining compliance with regulation requirements (Reg E and Z) and delivering a world class member experience to Navigator Credit Union members as set in our service expectations.

REMOTE WORK ELIGIBILITY AND REQUIREMENTS:

Member Service Card Specialist is eligible for remote work. The decision to allow for remote work is within the sole discretion of NCU, and may not be offered to all employees. Team members who receive approval for remote work will need to read “Policy 6140: Remote Access” and sign the “Employee Device Policy Acknowledgement Form”. Employees working remote are expected to work in an environment that is free from distractions. Employees are also expected to follow all company policies at home, just as if you were in the office, taking special care to lock their computer during times it’s not being used. The employee will work with their manager to establish a schedule for in and out of office work. Employees are expected to be able to be available to come into the office at any time during a normal shift, if requested by their manager. In addition, webcams are expected to be uncovered at all times during the working day. Webcams are expected to be used any time an employee is in a meeting. The employee will also need to have internet speed of at least 100Mbps of download speed and 10Mbpd of upload speed of dedicated internet bandwidth.

Major Duties and Responsibilities

· Processes and investigates all debit card disputes submitted. Includes but not limited to determining provisional credit, final credit, approvals and denials per Regulation E guidelines. Communication with members via phone, eCommunication or letters as needed to assist members in a timely manner.

· Monitors debit and credit card disputes to ensure compliance with applicable regulations; both for disputes processed in-house or through a vendor.

· Assists the frontline staff with questions related to card transaction declines, dispute status, replacement cards and any other issues related to cards or plastics. Provides members and employees with information and direction regarding account status, requests, payments, and rights and obligations associated with the account.

· Assist members with adding debit cards to Apple and Google pay. Assist member processing balance transfer request, NLP change requests, and automatic payments for credit cards.

· Orders card stock for branches as needed.

· Monitors incoming dispute cases for emerging fraud trends and reports trends to management. Maintains current knowledge of and complies with all applicable regulations.

· Provide informed, professional and accurate service and support to all members and associates by responding to email, messages, and other correspondence in an accurate and timely manner.

· Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

· Demand of myself, and others, the highest levels of integrity, leadership, accountability and teamwork.

· Performs other job-related duties required or assigned

Knowledge and Skills

EXPERIENCE

Six months of similar or related experience preferred, including time spent in preparatory positions.

EDUCATION/CERTIFICATIONS/LICENSES

High school degree or GED required.

INTERPERSONAL SKILLS

A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance. Able to use database, spreadsheet and word processing software suites to record and maintain records, with customer contact as necessary via form correspondence. · Able to learn and retain knowledge in depth for all debit card and ATM adjustment function; to follow Credit Card and ATM network regulations and comply with FRB Regulation E to limit potential liability for the Credit Union. · Able to multi task in a fast paced environment. · Must be a self-starter that is service focused for both internal and external members. · Ability to work both individually and as part of a team. · Above average communication skills both verbal and written and proven ability to work effectively with members to solve issues and advise.

ADA Requirements

PHYSICAL REQUIREMENTS

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 20 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including computer terminal and keyboard, microfiche reader, telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of travel by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance.