Sr. Card Operations Specialist

Application deadline is 5 days after the date the role was posted.


Thank you for your interest in Bellco Credit Union! We’re a local not-for-profit organization that has been giving back to our members, the communities we serve, and of course, our employees since 1936. Offering one of the best employee benefits packages around, Bellco is a leader in fostering, developing, and engaging staff to become expert financial-service ambassadors. You’re a part of something more at Bellco—a place you can be proud of.


LOCATION: Corporate DIVISION: SVP-CMXO

FUNCTION DESCRIPTION:

The Sr. Card Operations Specialist plays a key role in assisting our members with disputed ATM or Debit card transactions. This position requires advanced knowledge of handling questions and disputes for Bellco Credit Union accounts on the core system and/or debit/ATM card system. These duties include providing detailed information and problem-solving services to members and internal clients, relating to ATM and POS transactions for ATM and debit cards. Requires advanced knowledge of general ledger account reconciliation. In addition, this position is responsible for dealing with member service issues, such as disputes, research, ATM deposit returns and ATM deposit corrections.


ORGANIZATIONAL RELATIONSHIPS:

Reports To: Sr. Manager of Relationships

Supervises: None

Contacts: Contact with members and other Bellco employees. Frequent contact with affiliated organizations, other financial institutions, merchants and vendors.

QUALIFICATIONS/REQUIREMENTS:

Education: Some College preferred

Qualifications and Skills:
• 2 years of experience processing back-office card operations preferred.
• Advanced knowledge of card products and services, Reg E and Reg Z.
• Proficiency in Microsoft Office (Word, Excel, Outlook) required.
• Proven experience with prioritizing workload based on mandatory requirements and member service level agreements.
• Detail oriented and possess strong organizational and communication skills.
• Strong analytical skills required with a high degree of accuracy.
• Ability to multi-task in other areas of the unit.
• Ability to tactfully question or actively listen to members/employees/departments to determine specific needs.


ESSENTIAL FUNCTIONS:

1. Demonstrates Bellco’s Act Nice Behaviors and Core Values in all interactions with members, prospective members, and personnel in other Bellco departments.
2. Understands the basis for procedures and deals appropriately with departures from the standards.

3. Advanced knowledge of legal and regulatory restrictions including Reg E and Reg Z.

4. Advanced knowledge in general ledger reconciliation for debit, credit, and ATM cards.

5. Make independent judgments and posts transactions regarding member accounts with a focus on elimination of errors.

6. Makes sound decisions regarding members’ accounts to benefit both Bellco and the member. This may include, but not limited to, decisions regarding refunds resulting from fees or interest.

7. Demonstrates strong communication skills with peers, other departments/branches and management.
8. Performs ATM and debit card functions, including disputes, charge backs and charge offs.

9. Performs card maintenance, vendor ticket resolution, activity management, including but not limited to updating member information and card ordering.

10. Must maintain and secure confidential member information.

11. Completes dispute research and accounting reconciliation adjustments.

12. Communicate with CU members to collect information and resolve disputes.

13. SME for handling member complaints that will include BBB, DORA, NCUA, and direct complaints that involve anything card related.

14. Assists in overall department operations as needed, i.e. credit and debit card phone calls (during high volume times), MemberConnect requests, special projects, dispute processing, and ATM returns or corrections.

15. Investigate and resolve member claims of unauthorized or incorrect transactions, communicating with members and merchants and ensuing compliance with regulations and required time frames.

16. Responsible for creating new corporate cards for staff.

17. Communicate to upper management the reward analysis reporting.

18. Reviews and maintains monthly lost/stolen report to transfer balances to new credit card accounts.

19. Processes cash advances, balance transfers and adjustments related to member credit cards.

20. Regular and punctual attendance

Management retains the discretion to add to or change t