Card Services Analyst

4 weeks ago

Durham, United States Latino Credit Union Full time

Job Type

Full-time

Description

The Card Services Analyst assists with all aspects of credit and debit card accounts including verifying accuracy, resolving problems, investigating fraud, processing disputes, reissuing cards, and adjusting. This is a multi-faceted position, ranging from complex problem-solving to great phone etiquette.

Essential Responsibilities:

  • Oversee the administration and management of our PSCU/Visa card portfolio, including credit, debit, and other cards (HSA, prepaids, gift cards), to maximize profitability and member satisfaction.
  • Provide phone support to internal staff regarding debit/credit card and ATM transaction research and inquiries.
  • Provide frontline support to cardholders, addressing debit/credit card inquiries, troubleshooting issues, and resolving disputes related to Visa card products and services in a timely and efficient manner.
  • Review card order and maintenance requests to ensure proper authorization and documentation; perform card orders and maintenance timely and accurately.
  • Ensure research of daily reports and card problems related to members' accounts is completed and assist with inquiries, corrections, and changes.
  • Manage plastics inventory ensuring adequate stock is available for daily orders, monthly reissues, and potential mass reissues.
  • Work with card processor to manage the dispute resolution process for debit and credit cards, including signature chargebacks, PIN disputes, retrieval requests, and fraud claims, in accordance with card regulations and industry best practices.
  • Perform preliminary research into member dispute and fraud claims including contacting merchants and members for additional information in order to accurately process claims with a focus on problem resolution and asset protection.
  • Monitor transaction activity for signs of fraudulent activity, investigate suspicious transactions, and take appropriate action to mitigate fraud risk and protect cardholder accounts.
  • Stay updated on Visa rules, regulations, and compliance requirements, and ensure that all card programs and processes adhere to PSCU and Visa guidelines and standards.
  • Daily Balancing of Debit/Credit GLs including ATMs.
  • Generate reports and perform data analysis to track key performance metrics, monitor cardholder behavior and trends, and identify opportunities for portfolio growth and optimization.
  • Collaborate with internal stakeholders, including Marketing, Product Development, and IT, to support the development and enhancement of Visa card products and features based on member needs and market trends.
  • Work closely with third-party vendors, processors, and service providers to ensure the seamless operation of Visa card programs and the delivery of high-quality services to our members.
  • Provide training and support to staff members and branches on PSCU and Visa card products, services, and procedures to ensure consistent and accurate information dissemination and adherence to card regulations.
  • Promote the credit union's mission, values, and culture.
Requirements
  • Bachelor's degree in business administration, Finance, or related field preferred.
  • 2+ years of experience in card services, credit card operations, or financial services industry, with a focus on credit/debit card products.
  • Credit Union experience preferred.
  • Strong understanding of Visa rules, regulations, and compliance requirements including Reg E/Reg Z.
  • Proficiency in card processing systems and software, as well as dispute management platforms.
  • Bilingual with proficiency in English and Spanish is a plus.
  • Excellent analytical skills and attention to detail, with the ability to analyze data, identify trends, and make data-driven decisions.
  • Excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels.
  • Ability to work independently, prioritize tasks, and meet deadlines in a fast-paced environment.
  • Commitment to delivering exceptional service and building positive relationships with cardholders and internal stakeholders.


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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

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