Role: To assist members with their card accounts; dispute resolution, issuing, blocking, or renewal of credit cards/ATM cards/Debit cards.
Essential Functions & Responsibilities
Provides members and employees with information and direction regarding account status, requests, payments, and rights and obligations associated with the account.
Prepares and investigates fraud and dispute files by obtaining all necessary documentation for filing bond claims or in preparation for charge-off, files and monitors chargebacks, and issues provisional credits.
Processes approved credit/debit/ATM card applications, upgrades, and balance transfers; orders cards and PINS and sets up member files in computer system; verifies accuracy of cards issued and sends cards to member.
Monitors incoming dispute cases for emerging fraud trends and makes recommendations to the Card Fraud Analyst for rule creation or adjustments.
Prepares and balances related reports and accounts.
Performs other job-related duties required or assigned.
Performance Measurements
Process all card requests within 48 hours of receipt, with zero errors.
Maintain all files and records so that they are current to within 24 hours.
Coordinate credit and debit card settlements according to established policies and procedures.
Provide informed, professional and accurate service and support to all members and associates by responding to email, messages, and other correspondence in an accurate and timely manner.
Satisfactory department audit with limited audit exceptions.
Knowledge and Skills
Experience - Three years to five years of similar or related experience.
Education – A high school education or GED.
Interpersonal Skills - Work normally involves contacts with persons beyond immediate associates generally regarding routine matters for purposes of giving or obtaining information which may require some discussion.
Outside contacts take the form of service to the public (members or vendors) requiring ordinary courtesy in providing assistance and information.
Other Skills - Good listening and telephone skills; able to operate a 10-key calculator, and computer keyboard; able to make decisions with minimum information.
Demonstrates good attention to detail.
Behaviors
Preferred
Team Player: Works well as a member of a group
Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Dedicated: Devoted to a task or purpose with loyalty or integrity
Motivations
Preferred
Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
Self-Starter: Inspired to perform without outside help
Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
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