Specialist - Card Operations 1

Position Summary: (General statements regarding the overall objective of the position)

TheATM/Card Operations Specialistis committed to completing all operational duties as assigned to ensure smooth and efficiency of the operations department. Representatives effectively utilize all available resources to consistently provide the highest level of service to our members relating to debit cards and ATM's. Acts as liaison between Members, Vendors, and business lines to ensure timely follow up and resolution of any issues encountered.

Essential Duties and Responsibilities: (List in order of importance the essential functions of the job and the approximate percentage of time spent on each of the activities; describe what must be accomplished, not how it must be done; include supervision or management responsibilities, quality and quantity standards, physical, mental, and perceptual functions of the job)

Processes daily ticket request in a timely manner. Performs timely research, balancing and corrections in alignment with the general ledger or operational processes. Professionally responds to telephone, email and help ticket inquiries from members and employees, ensuring timely resolution to any issues or concerns regarding credit card products. Monitors daily card file transmissions to ensure all processes are functional and potential issues are identified promptly and in a timely manner. Process related to card reissues, manual adjustments, card maintenance, research items, escalations, and other operational processes. Support processes related to debit card fraud and disputes including research, monitoring reports and trends, monitoring regulation time frames, ensuring timely resolution to any inquiries on fraud/dispute cases and escalations. Maintains the Credit Union's tradition of excellence by taking ownership of member issues, being accountable, seeking solutions first, and providing accurate processing and dissemination of information. Performs various routine clerical duties including copying, balancing accounts, verifying information, preparing routine reports, preparing, and mailing correspondence, faxing. Contributes to a team environment by showing respect and support for each other, practicing positive and respectful workplace communication techniques, and by adhering to TDECU service standards within all interactions. Collaborate with the Card Operations Project Analyst, Supervisor, and Manager to support any organizational and department projects as needed, including but not limited to; mergers, system testing or changes, new product rollout or updates, and operational process improvements. Consistently seeks opportunities to expand knowledge and skillset by maintaining a thorough working knowledge of applicable debit card products, procedures, and regulations. Actively seek opportunities to contribute ideas for new products and services, or improvements to current processes with a focus on creating efficient and cost-effective workflows that will provide the best Member experience.

Minimum Qualifications: (Education, Licensure, Experience, Knowledge, Skills, and Abilities)

Education:

• High school diploma or equivalent required.
• Associates preferred.

Experience:

• One to two years of experience in ATM/Debit Card processing in a financial institution environment preferred.
• One to two years customer service experience preferred.

Knowledge, Skills, and Abilities:

• Maintain proficiency in basic personal computer skills operation in a Windows environment, with intermediate to expert level Microsoft Word and Microsoft Excel skills.
• Strong interpersonal skills required, including maintaining positive relationships and excellent customer service skills.
• Ability to work effectively and collaboratively in a diverse work group and independently with minimal supervision.
• Ability to adapt to changes and prioritize and manage competing demands.
• Ability to read, analyze and interpret data and understand and communicate complex and diverse information.
• Ability to solve practical problems and deal with a variety of situations exercising flexibility and sound judgment in a fast-paced environment.
• Ability to make practical and timely decisions and explain reasoning for decisions.
• Strong work ethic required, including the ability to complete duties on time, consistently arrive at work on time as scheduled, and ability to work flexible hours and overtime as needed.
• Knowledge and experience working with a card processing system preferred.

Physical Demands and Work Environment:

(The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit.
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
• The noise level in the work environment is usually moderate.
• Work Arrangement: Hybrid General- 3 daysper week of onsite work is required. More orless may be required depending onbusiness need.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Texas Dow Employees Credit Union is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including race, color, age, protected veteran status, sex, religion, disability, genetic information, national origin or other status protected by federal, state or local law. Consistent with the American Disabilities Act, applicants may request accommodations needed to participate in the application process.