The Senior Specialist, Card Services will respond and carry out tasks designed to process internal and external customer inquiries and cases pertaining to credit and POS debit card transaction activity which has been detected/identified as unusual, unauthorized, and or suspicious, and perform relative duties as assigned. This will also include the new Dispute/Fraud Management platform including Salesforce.
Responsibilities include, but are not limited to:
- Ensure that all BSA and Compliance requirements are adhered to and assignments are completed in an accurate and timely manner.
- Ensure that all reports of unauthorized transactions and or account inquiries are responded to and resolved in a prompt and professional manner and are satisfied in accordance with State and Federal Fair Credit Rules and Regulations Z and E.
- Monitor transaction activity in accordance with prescribed standards.
- Prepare routine reports and correspondence and speak effectively with customers or employees.
- Act upon reports of accounts compromised, lost or stolen, and reports of unauthorized transactions, by taking the appropriate action to block, transfer, and establish a replacement account and cards, and participate in the preparation of fraud cases and charge off recommendations.
- Keep current on all card service operations and ever-changing Visa and MasterCard operating rules and regulations.
- Assists team members, customer care, - branches to help solve problems customers are experiencing with their cards.
- Provides guidance and mentoring to Card Service Specialist.
- Participate and share in the cross-training of Card Service operation essential duties and responsibilities, and special projects and assignments including International and Domestic Card maintenance, daily proofs.
- Provide excellent customer service to support and solve internal and external customer issues.
- Proactively time manage internal and external customer expectations when communicating and responding to processing request, instructions, inquiries, issues, voicemails, and emails to help maintain relationships.
- Troubleshoots systems issues for resolution.
- Assist Card Services Manager and Card Services Supervisors with projects, activities, and other tasks.
- Other duties as assigned by management.
Required Skills:
- Must have excellent Customer Service and interpersonal skills.
- Ability to work in a fast-paced environment.
- Self-starter.
- Strong time management skills and ability to prioritize tasks.
- Ability to learn and comprehend new system processes.
- Reliability, flexibility, professional etiquette and sound judgement are important.
- Must be able to review and analyze data reports and manuals; must be computer proficient.
- Must be able to communicate effectively via telephone and in person.
- Proven ability to work cooperatively but also assume administrative responsibilities.
Required Experience:
- High School diploma or GED and a minimum of 5 years' experience in business, banking or electronic payments (Wires, ACH, ATM, etc.) or cash management in banking, particularly in EFT or operations areas.
- College Degree preferred.
- Knowledge and experience with dispute - resolution preferred.
- Strong Accounting/Reconciliation background is a plus.
Exact compensation may vary based on skills, experience, and location.
$48,200.00
$80,400.00
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Valley National Bank
$48,200.00-$80,400.00
Feb 10, 2025