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Operations Specialist

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Oakton, United States Congressional Federal Full time

The Operations Specialist-Card Services role is designed to provide support throughout the Operations Department by maintaining necessary daily and monthly reports assigned, providing assistance to other Card Services functions, respond to all front line plastic card requests, and handle related card issues proficiently. The Operations Specialist-Card Services will serve as a backup in responsibilities with multiple functions in the department.Major Duties and Responsibilities:Settlement Activity -Complete Settlement for ATM and Visa programs. Reconcile GLs and clear DDA accounts. Posting cash rewards, working exception reports. Daily and monthly transmission of replacement and reissued cards.Card Disputes - Process incoming disputes, monitor and reconcile dispute communication, document case closures with members in accordance with Regulation E. Monitor, investigate, and recommend strategies for preventing both internal and external fraud.Internal Customer Service - Work Salesforce cases submitted by the call center, branches, and online banking to resolve card account issues such as questions about rewards program, password resets, cash advances, fulfillment of replace cards and rush orders, and provide password resets for internal customers. Answer questions by phone and e-mail as needed.Projects - Proactively reach out to members to acquire, active, and engage with members to reduce attrition. Investigate recurring errors and issues impacting members and front line. Engage with Training Department to ensure that staff are fully trained in card related systems.Respond to all department related e mails in accordance with department goals, serve as back up for other Card services functions, and assist in the cross training of staff on duties.Complete other duties as assigned.Qualifications and Skills required:Two years to five years of similar or related experience.A two-year college degree or (2) Completion of a specialized course of study at a business or trade school or (3)Completion of a specialized and extensive in-house training or apprenticeship program.Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/oroutside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.This position requires good oral and written communication skills, ability to balance multiple tasks at the same time, andadherence to strict time deadlines. An intermediate level of knowledge using Microsoft Word and Excel is required.Knowledge on the credit union's Visa and User systems, or similar systems, is preferred.Physical Requirements:The Credit Union is committed to working with its employees to reasonably accommodate them with the physical aspects of the position. The following list outlines the physical considerations that are normally encountered in this job.Ability to communicate.Ability to operate standard office equipment.Must be able to sit for extended periods of time and to occasionally lift and move items up to 20 lbs. in weight.Total Rewards:Congressional Federal offers a comprehensive benefits package including but not limited to health and dental, 401k, vacation and paid sick leave, 11 paid holidays, tuition reimbursement, flexible spending programs and work/life balance.Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)