Description
Position Summary
The following positions are under general supervision in accordance with established Credit Union VISA/ATM policies and procedures. This position performs a broad variety of transactions using the appropriate software program(s) and/or websites. Also, this position provides assistance to members and employees over the phone with processing transactions and answering questions concerning any card program. These questions could include: all MSUFCU VISA Card products, research problems with charges and payments which may require you to make the necessary corrections and ATM errors.
Work Location
This position is a hybrid role with a combination of working both onsite at the Headquarters building in East Lansing and remotely. A schedule of expected onsite and remote workdays will be discussed during the interview process.
Essential Duties and Responsibilities
Card Services Specialist I:
Assist with inventory and security of the ATM/VISA card stock
Responsible for using the in-house computer programs to order and block cards
Research Visa or ATM card declines through Visa DPS web based programs and MSUFCU host system
Assist members with disputes with merchants, which may require reaching out to a merchant
Receive reports of lost, stolen, and counterfeit cards and assist in blocking accounts
Evaluate fraud calls from members to determine if there is legitimate fraud and proceed with investigation
Determine if a charge-back is available and process through Visa DPS
Responsible for analyzing complex problems involving VISA data and transactions between merchants, VISA DPS CATs software and Symitar systems. This would include research with the various vendors and parties to identify the nature of the problem and the solution.
Maintain collection queue of all fraud and disputed items for purposes of processing for members
Maintain extensive member contact by mail, telephone and occasionally in person to assist members with their questions regarding their financial transactions and VISA questions using the Visa DPS web portal and our host system
Maintain all cash advance equipment for the branches
Order card stock for our card production vendor and maintain accurate levels of card styles that are located in vault inventory
Generate calls to ATM vendors for repairs
Close fraud cases opened by our vendor for fraud monitoring if the charges are confirmed as legitimate purchases performed by our member
Visit ATM sites to complete surveys, routine maintenance and cleaning
Work Card Service Synapsys queues
Attend various department meetings representing the Card Services Department
Participate in training activities within your department or branch and with the learning and talent development department; such training helps to ensure staff compliance with Credit Union policies and state and federal regulations and laws
Approve documentation for international members for Visa card access and ensure we have the most up to date information
Establishes and maintains VISA accounts on the VISA and Pass-Through web portal programs
Complete requests received to order new cards, make replacement cards and expiring cards
Perform other duties and assist other employees, as assigned
Card Services Specialist II:
All of Card Services Specialist I duties and responsibilities
Perform testing and set up of new ATMs installed
Adjust interest on Visa loans or reward points for any corrections
Authorize provisional credit for ATM cash/check errors
Report the number loss, stolen and fraud transaction on a monthly basis to Visa
Order and distribute gift card and general purpose reloadable cards to branches
Review all international card issue requests for legitimacy and confirmation of identity
Create instant issue cards for FedEx delivery
Review My Design card requests for compliance with production standards
Order cash weekly from the Federal Reserve for the ATM fleet
Rotation of ATM mobile phone for two week period that is available 24/7
Card Services Specialist III:
All of Card Services Specialist I and II duties and responsibilities
Responsible for daily balancing of all cards produced in-house
Balance various general ledger accounts
Maintain security of all embossing/encoding machines at branches
Develop and maintain training resources for the department and in CU Info for credit union employees
Work with Accounting Department to ensure accurate billing for vendor invoices
Determine point of compromise for fraud identified when applicable
Process VISA bond claims
Work with Human Resources/Internal Communications to write and post articles to internal website for any upcoming changes in process or procedures
Coordinate departmental communication for new products or services
Train new Card Services staff and cross train with other areas if requested
Senior Card Services Specialist:
All of Card Services Specialist I, II & III duties and responsibilities
Review fraud files and determine if all due-diligence has been completed and prepared reports for the Board and bond company
Report merchants to Visa that are not complying with Visa rules and regulations
Monitor CAM alerts to determine if we should block cards due to information received.
Review cash order volume and make significant changes based on volume
Knowledge, Skills, and Abilities Required
Card Services Specialist I:
Knowledge of Visa rules and regulations
The interpersonal and verbal skills necessary to relate to and empathize with other people and to maintain a friendly, cheerful, and courteous demeanor through the day
Requires valid driver's license
Must have good verbal and written communication skills
Organize and utilize resources in ways to maximize their effectiveness
Must demonstrates the capacity to handle multiple tasks at one time
Must... For full info follow application link.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities