Card Services Specialist II

Under general supervision, but following established policies and procedures, is responsible for supporting and executing the day-to-day work activities of the Card Services department. Ensures internal and external service standards are being met. Responsible for compliance of Visa Debit and credit federal rules and regulations, along with Reg E. Maintains the appropriate procedural manuals ensuring new procedures are written and updates managed. Responsible for answering Department Hotline, and support to fellow staff members. Processing of dispute claims, account settlement, and other daily duties. Performs duties and responsibilities in accordance with The Apple Way principles of Team Up, Serve With Purpose, Challenge Yourself and Own It. Remains cognizant of and adheres to credit union policies and procedures, Federal or State regulations or laws that may pertain to debit and credit card services within the United States of America. Performs other duties as assigned by the Director and AVP of Card Services.

Essential Functions & Responsibilities:

• Responsible for daily, weekly, monthly, and annual activities, including but not limited to, report monitoring, new account set up, member account maintenance, help desk requests, hotline support, debit and credit non-fraud disputes, and any service requests made to the department
• Provides professional internal member service support to other departments by answering questions and providing information regarding card services through phone, email and in person when necessary
• Utilizes tact and experience-based knowledge to resolve complex member problems, explaining specific card services policies and procedures, while representing the credit union in a professional manner and maintaining positive member relations
• Responsible for the application and interpretation of Regulation E, VISA Rules, and the Servicemembers Civil Relief Act (SCRA) and processing of Quarterly CFPB Credit Agreement requirements
• Responsible for review, maintenance, tracking and filing of member non-fraud disputes as necessary, using a dedicated system, operated by our card processor. Ensures that claims are investigated fully and filed within the timeframes required by law with related parties. Performs adjustments on fraud accounts and other related processes
• Download daily correspondence from the card processor and department's mailbox and performs the requested maintenance and/or responds to the appropriate parties. Processes payments, adjustments, returned mail, balance transfers and other file maintenance on debit and credit cards
• Responsible for processing collection requests, including but not limited to, blocking cards, applying payments on hold, waiving late fees, processing Visa modifications, coding of Bankrupt accounts and monthly Charge offs. Assists with deceased accounts, scanning, and research for subpoena requests
• Performs reconcilement, research and problem solving on all general ledger accounts relating to the credit and debit cards. Works closely with the Accounting staff to ensure overall efficiency of accounting for debit and credit cards
• Performs extensive research on all unposted items, to include merchant returns, charge-off payments and unposted credits/debits on credit and debit cards. Processes all chargebacks in conjunction with PSCU and assists in locating all correspondence and receipts for debit and credit card claims
• In conjunction with the Manager of Cards Services and/or other departments, participates in departmental or organizational projects. Implements new departmental products and services

Knowledge and Skills:

• Experience: Minimum two years of financial institution experience required. Knowledge of credit And Debit card operations
• Education: A high school education or GED
• Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication
• Other Skills: Strong organizational, analytical, and decision-making skills. Demonstrated ability to research out-of-balance situations. Demonstrated knowledge of procedures, regulations and rules regarding card processing and fraud claims
• Physical Requirements: The ability to lift 25lbs and utilize standard office equipment including, but not limited to, PC, fax, copier, telephone, etc
• Work Environment: Ability to function in a financial institution environment

Apple Federal Credit Union values, encourages, and implements diversity in the workplace.

As an equal opportunity employer, Apple Federal Credit Union does not discriminate in employment with regard to race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service or any other characteristic protected by law.

All selected candidates will be subject to credit and background checks to determine employment eligibility.