The Card Programs Specialist II is responsible for all aspects of the Card Programs Specialist position with an additional emphasis on providing in-depth cross functional support and guidance to the team as well as offering operational support to Card Programs Manager and/or Assistant Card Programs Manager. This includes providing assistance, research, resolution and operational and technical support for members and staff on the usage of the Visa Credit Card and/or Debit Card and ATM products. Responsibilities include handling all aspects of either credit or debit/ATM chargeback files; dispute, claim and loss processing; reviewing fraud trends and making recommendations regarding fraud prevention to control and reduce losses. Ensure the quality of system processes affecting member’s use of the services through review of systems, testing and implementing system updates, and report review.
Must effectively carry out the essential duties of this position in a manner that consistently demonstrates the core values of the Organization in a positive manner.
1) Administration of Card Program Operations & Services - 40%
a. Provide, model and champion exemplary member service to external and internal members.
b. Ensure that all card processing standards and time frames are met.
c. Perform account and card maintenance such as address changes, limit increases or decreases, rush cards, replacement cards, returned cards and ACH set up & returned card distribution.
d. Responsible for monetary functions and balancing of appropriate GLs, including; balance transfers, web pay, late fee refunds, payments, returned items, fees, credit and cash advances.
e. Review reporting and update system on fraud, lost and stolen card issues.
f. Recommend and deliver process improvements to increase department’s productivity.
g. Regularly review policies and procedures and forms. Recommend policy changes to comply with regulatory compliance or to maintain or enhance system efficiencies.
Produce monthly reports and trending data on areas pertinent to responsibilities such as losses.
h. Work with appropriate areas (such as marketing, lending, IT) to deliver programs as necessary.
i. Assure timely and accurate application processing for Visa Credit (and Debit/ATM) card production.
j. Maintain daily balance of cash advance terminals.
k. Process member disputes in compliance with VISA regulations and chargeback guidelines as applicable.
l. Ensure appropriate and timely processing of items received from vendor.
m. Maintain appropriate vendor relationships and support. (e.g. VISA, Certegy, DPS, EFT Source, Pulse).
n. Maintain knowledge of vendor updates and keeps abreast of the direction, technology, enhancements and changes through that vendor.
o. Review vendor reports, costs, etc., to analyze and take appropriate actions.
p. Escalate complex problems to the department manager for guidance.
2) Manage Credit and/or Debit/ATM Card Network Operations and Project Initiatives - 30%
a. Work with business units to identify processes that may be improved by enhanced utilization of the system functionality.
b. Research technical manuals and utilize IS staff resources to determine options and feasibility.
c. Manage system maintenance through Vendors to ensure transmission and accuracy.
d. Maintain compliance knowledge and keep abreast of the industry direction and technology advances.
3) Champion Engagement Within Card Programs Department - 20%
a. Work collaboratively and cooperatively with other members of the department to achieve corporate and departmental goals.
b. Support the operational implementation of new products, systems, and procedures that support retail sales and service through all delivery channels (i.e. Branch, Internet, and Contact Center).
c. Assume responsibility for personal development through training, collaboration and teamwork. Take ownership for change. Analyze, justify and recommend change in operations to enhance productivity and
d. Participate in project work associated with business priorities outlined in the department business plan, provide or attends training to strengthen knowledge base.
e. Actively participate in dialogs, group meetings and training. Assume ownership for securing information communicated during personal absence.
f. Provide primary backup support to others in the division as appropriate, fostering teamwork and quality service.
g. With the assistance of Organizational Development, develop and lead in-house training and education.
4) Leadership and Department Workflow Coordination - 10%
a. Serve as a mentor and positive role model for Card Program Representatives and Specialists.
b. Consistently act as a “champion of change” to assist team member’s in analyzing, understanding the benefits and communicating change to members as appropriate.
c. Demonstrate positive problem solving skills to effectively resolve member concerns and issues.
d. Demonstrate positive “escalation resolution” skills.
e. Assume responsibility for operation duties as assigned by assistant manager or manager.
f. Serve as a key resource person for departmental staff, internal members and vendors.
g. Provide guidance to staff and internal members related to decisions on exceptions up to those that require management approval.
h. Lead initiatives to improve internal customer education/awareness of departmental functions and service levels.
i. Initiate process improvements to increase productivity and streamline processes related to the product and department including initiating technical changes such as; system parameters changes, evaluating software, or other process enhancements through the use of the RFS process. Manage this process through testing, communication, training, and communication.
To perform this job successfully, an individual must demonstrate regular, predictable attendance and be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. The individual must be able to successfully pass background checks.
- High School diploma and/or equivalency required. Associate Degree or higher in a Finance, Banking, Business or related field preferred.
- Four years of customer service experience.
- 2 years of leadership experience required - 4-5 years of card services experience required.
- Two years experience in an operations area of a financial institution to include, an understanding of account ownership, debit/credit card processing, and other card operations activities.
- 2 years of dispute processing experience preferred.
- Knowledge of regulations and compliance relating to debit, credit, and ATM services
- Demonstrated ability to analyze systems, problem solve, and recommend and implement changes to improve efficiencies.
- Demonstrated ability to thoroughly research and organize data.
- Demonstrated ability to multitask in a fast paced, growing environment.
- Ability to use Access Database/ICMS Case Management software application.
- Ability to use a personal computer and related software including, Word, Excel, Access, and Microsoft Outlook.