Card Services Specialist II

4 hours ago

San Jose, California, United States Technology Credit Union Full time
Job Summary

The Card Services Specialist II plays a crucial role in ensuring the smooth operation of our credit card services. This position is responsible for performing various tasks, including research and maintenance of card transactions, investigation of claims, and ensuring timely processing and reporting of chargebacks.

This role also involves supporting other service departments on member issues that require immediate resolution and may involve special projects and preparing reports and analysis as assigned to meet member and Technology Credit Union needs.

Key Responsibilities
  • Analyze disputed transactions by collecting information, exploring opportunities to identify recovery and mitigate losses, and documenting and resolving claims.
  • Research, process, and administer to full resolution all Card Services inquiries from internal/external clients within established service level standards.
  • Process lost/stolen card reports and orders replacement cards.
  • Help process card fraud reports when necessary.
  • Post, reconcile, and research exception transactions associated with account adjustments, ATM, and cash vault balancing.
  • Assist with auxiliary products/services inquiries from the branches and Contact Center, including Digital Wallets, Card Manager, Fraud alerts, etc.
  • Troubleshoot and resolve credit/debit card processing issues with emphasis on Member Experience.
  • Review deposited checks accepted via various channels and assess them for risk, place holds or reject items as needed.
  • Provide backup assistance as needed and work with the team to ensure all departmental duties and goals are met.
  • Adhere to the debit/credit card brand guidelines.
  • Recommend changes to improve processes and resolve recurring variances.
  • Respond to management direction in the completion of requests, department needs, or scheduling while supporting established service standards.
Requirements
  • Associate Degree or equivalent experience.
  • 5+ years' experience in financial institutions, including exposure to credit/debit card related services.
  • Excellent written and verbal communication skills.
  • Proficient with Microsoft Word, Excel, PowerPoint, Outlook, and Internet Explorer.
  • Extremely detail-oriented.
  • Solid ability to challenge status quo and drive innovation with a positive 'can do' attitude.
  • Strong ability to communicate effectively with members to resolve risk and fraud issues.
  • Strong ability to work effectively with all Tech CU departments.
  • Basic knowledge of Verafin, Falcon/EnFact, Symitar, Visa online, DTS, or similar systems.
Benefits

Tech CU offers a competitive salary range from $68,400 to $95,600 with bonus potential of 7%. The anticipated range for new hires is between the low-end and midpoint of the range, depending on experience.

Tech CU provides health care benefits, life and disability insurance, 12 paid holidays, and 401k with a company match; along with employee-paid voluntary benefits.

5.54 Paid Time Off (PTO) hours accrue per bi-weekly paycheck (18 days per year) and will increase with length of service.

Eight hours of Voluntary Time Off (VTO) are granted to full-time employees annually to dedicate time to charitable organizations.

Leaves of absences are available in adherence with state and federal regulations.

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