Specialist - Card Operations 1

Position Summary:

TheCard Operations Specialist1 is committed to completing all operational duties as assigned to ensure smooth and efficient operation of the card services department. Representatives effectively utilize all available resources to consistently provide the highest level of service to our members relating to credit cards. Acts as liaison between Members, Vendors, and business lines to ensure timely follow up and resolution of any issues encountered.

Credit Card Services Support:

• Assist with day-to-day card operations, including issuance, account maintenance, and payment postings
• Monitor and process credit card transactions from presentment to settlement.
• Monitors daily card file transmissions to ensure all processes are functional and potential issues are identified promptly.
• ACH return handling and payment posting
• Performs timely research, balancing and corrections in alignment with the general ledger or operational processes.
• Review various reports and audits new credit card accounts
• Ensure timely and accurate posting of payments and adjustments.

Member & Staff Support:

• Respond to email and call inquiries from cardholders, merchants, and internal departments.
• Assist with account setup, maintenance, and troubleshooting.
• Provide guidance on credit card policies, fees, and dispute processes.
• Complete CRM & ServiceNow request
• Act as the secondary point of contact for escalated card services and digital payment issues from frontline and member service teams
• Educate members and staff on the secure use of digital services, fraud prevention, and payment tools

Compliance & Reporting

• Generate, review, and maintain documentation and logs for required processes
• Staying up to date with financial regulations and compliance requirements

Process Improvement

• Consistently engages in opportunities to expand knowledge and skillset by maintaining a thorough working knowledge of applicable credit and debit card products, procedures, and regulations.
• Actively engages in 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.
• Identifying areas of improvement

Minimum Qualifications:

Education

• High school diploma or equivalent required
• Bachelor's or equivalent mix of education and experience preferred.

Experience

• 2+ years of experience in credit card operations, financial services, or related support role
• Knowledge of card processing systems, dispute resolution, and regulatory guidelines (Reg E, UDAAP, etc.)

Knowledge, Skills, and Abilities

• Highly skilled at researching and effectively resolving issues in a timely manner.
• Strong work ethics are required, including the ability to complete duties on time, consistently arriving at work on time as scheduled, and the ability to work flexible hours and overtime as needed.
• Knowledge and experience working with multiple card processing systems at one time
• 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 and professional written and verbal communication skills and ability to handle inquiries and issues with tact and diplomacy.
• Knowledge of Visa/MasterCard regulations, dispute/chargeback procedures, and the technical aspects of card processing.
• Working knowledge of TDECU's core system and a strong understanding of credit union policies and procedures related to credit cards.
• 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 by exercising flexibility and sound judgment in a fast-paced environment.
• Ability to deliver quality work in times of increased volume

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 accommodation 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. An employee must frequently lift and/or move up to 10 pounds and may occasionally lift and/or move up to 25 pounds to perform essential position functions.
• 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.
• This position may require travel up to 5% of the time based on business needs.

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.