CIVIC CULTURE
Our organizations believe we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins.
ABOUT THE POSITION
The Senior Debit and ATM Cards Analyst will serve as the primary point of contact for advanced questions related to debit and ATM cards and payment products. This individual will perform debit and ATM card maintenance and respond to card research requests. This Senior Debit and ATM Cards Analyst will be responsible for providing feedback and support to resolve inquiries on debit and ATM card and payment products from members, internal departments, and vendors. This individual will analyze monthly debit and ATM card reporting, partner with internal departments to resolve debit and ATM card related issues and assist with identifying potential fraud indicators. The Senior Debit and ATM Cards Analyst will develop, maintain and adhere to all debit and ATM cards and other required policies and procedures. This individual will serve as an operational liaison between business units, vendors and technical support staff to provide exceptional and professional service from the debit and ATM cards function.
NORMAL DAY-TO-DAY WORK
- Complete the daily balancing and reconciling of accounts. Research all issues and work closely with other departments to ensure that the issues are properly resolved in a timely manner.
- Monitor reporting and make recommendations on reporting to generate debit and ATM card and payment fraud prevention and analysis reports.
- Assist with the development and maintenance of all debit and ATM card policies and procedures in accordance with regulations. Advise and implement appropriate changes to support debit and ATM card operations.
- Operate as the Subject Matter Expert on debit and ATM cards within the card operations function. Serve as mentor within the debit and ATM cards team and provide training and guidance on an ongoing basis.
- Ensure debit and ATM card operations remain compliant with rules established by card networks and payment processors and implement processes to stay updated with any changes. Support debit and ATM card operations business continuity initiatives.
- Perform research as needed related to debit and ATM card operations to resolve member and debit and ATM card performance issues. Make recommendations on how to resolve and increase efficiency of debit and ATM card operations. Receive and resolve escalated issues related to debit and ATM cards.
- Partner with internal departments and external vendors, as needed, to investigate and analyze the causes, methods and processes of fraud activities. Review reporting and identify fraud indicators.
- Act as the primary chargeback contact for our processor and provide information to our debit and ATM card chargeback programs.
- Monitor vendor efficiency and accuracy by ensuring invoicing for services rendered is accurate. Identify issues on invoicing and make recommendations to improve vendor accuracy prior to payment being rendered for services.
- Support debit and ATM card related initiatives. Serve as primary contact for internal education and training on debit and ATM card products and related services.
- Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.
JOB QUALIFICATIONS
Here are a few skills you MUST have to be qualified for this position:
- Minimum 4 – 6 years’ experience in financial services, including 1 – 3 years’ experience in payments, card products, or supporting card operations initiatives.
- Strong interpersonal communication skills.
- Must possess a strong service orientation.
- PC proficient including Microsoft Office (Word, Excel, PowerPoint, Access, Outlook) and the Internet.
- Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.
- Ability to lift a minimum of 25 lbs. (file boxes, computer).
- Travel required on occasion.
Here are a few qualities we’d LIKE for you to have to make you more suited for this position:
- Bachelor’s degree in Business, Operations, or related field.
- Minimum 1 – 3 years’ experience supporting card operations initiatives.
- Experience in customer service or related field, card services is preferred.
- Knowledge of financial products and services.
If you have questions about this position description, please feel welcome to ask. You can reach our HR Department at:
Civic Human Resources
3600 Wake Forest Road, Raleigh, NC 27609
careers@civicfcu.org
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