Card Operations Specialist II

Duties & Responsibilities

The card operations specialist II will support UMB Card Operations with responsibility for completing operational duties as assigned to ensure smooth and efficient execution of card support services. This role will provide a high level of skill in the use of card processing systems, card production, inventory management, card processor applications and products. Responsiblities will include performing card system and application maintenance, managing card plastics/collateral configurations and controls, providing expertise and support for card program and product implementations, terminations and conversions. Card operations specialist II will maintain internal/end-user documentation and procedures, and ensure the timely and accurate completion of card projects. 

Specific responsibilities include:

• Support processing system requests related to card plastic creation, card collateral revisions, card reissuances, program configuration changes, revisions of card options, etc.
• Professionally respond to telephone, email or internal ticket inquiries ensuring timely resolution to any issues or concerns regarding card products.
• Seek out and collaborate with the subject matter experts to support projects as needed including but not limited to system changes, testing, new product implementation or updates and operational card process improvements.
• Lead and validate system configurations and administrative changes (i.e. options, branding, hierarchy, etc.) across a variety of card-related applications.
• Work closely with UMB business units to determine business requirements, document and execute appropriate changes to the processing system in support of bank policy and business plans.
• Perform testing and validate changes to configurations by requesting output in the test environment. Once validated, provide output to UMB business units for final endorsement.
• Facilitate and/or input card control changes and make maintenance adjustments for various card related systems and applications. 
• Review and take necessary correction actions to address card request rejects on a daily basis.
• Track inventory for all UMB card package collateral items and address reorders with product owners. 
• Track daily card request volumes and report those volumes to management monthly.
• Assist in maintaining a repository of all collateral items (Plastics, Inserts and Graphics) that can be viewed by UMB product owners.
• Perform UMB disaster recovery testing and coordination.
• Provide support services and administration of the UMB debit and credit card programs including but not limited to ordering card plastics, collateral materials, supplies, etc. and providing inventory monitoring and reporting.
• Act as a Subject Matter Expert for less experienced team members and assist in the training of lower-level business system liaisons.
• Create and maintain end-user documentation and/or internal departmental documentation and processes/procedures.
• Download and compile daily, weekly, monthly card processing system reports.
• Support issue tracking, monitoring, and reporting efforts.
• Monitor various exception reports and make the appropriate corrections.
• Monitors daily card file transmissions to ensure all processes are functional and potential issues are identified in a timely manner.
• Other duties as assigned.

Knowledge & Skills

MINIMUM:

• Must have an expert knowledge in card operations, processer platforms, card production, and card support applications and services.
• Must have knowledge and experience in banking and/or card payments.
• Demonstrate strong customer services attitude and ambition to obtain high levels of customer service and TUCE (The Unparalleled Customer Experience) with internal & external clients.
• Possess extensive knowledge and experience working with a card processing system/platform.
• Ability to work effectively and collaboratively in a diverse work group, as well as independently with minimal supervision.
• Ability to adapt to changes and priorities and manage competing demands.
• Ability to solve practical problems and deal with a variety of situations exercising flexibility and sound judgement in a fast-paced environment.
• Ability to make practical and timely decision and explain reason for decisions.
• Demonstrate strong time management skills.
• Demonstrate strong multi-tasking ability.
• Demonstrated proficiency in Microsoft Office software products (including PowerPoint and Visio)

Requirements

MINIMUM:

• 5+ years of experience in financial services, data processing and card products.
• 3+ years of TSYS processing platform experience.

PREFERRED:

• Experie