Card Operations Specialist

Position Purpose and Objectives This job is flexible to work remotely The Card Operations Specialist position serves as subject matter expert in all matters relating to Credit and Debit Cards.

The position exists to assist cardholders and internal stakeholders with a wide range of questions, concerns, or requests relating to, but not limited to ATM cards, debit cards, credit cards, mobile wallets, prepaid cards, as well as responding to store inquiries and handling daily correspondences.

Major Duties and Essential Functions Deliver an unexpected experience to both internal and external members.

Receive daily telephone calls related to card products.

Answer member inquiries concerning card products and features.

Receive and respond to daily telephone calls and emails from other departments and store locations related to card products.

Process all mail received pertaining to card products, including address changes on credit cards.

Conduct research on debit and credit card transaction activity and inform members of research results.

Process ATM and debit card applications received online.

Process lost/stolen cards and provides provisional credit on fraudulent and disputed transactions.

Prepare necessary paperwork for bond claims.

Reconcile appropriate GL accounts and assist accounting department with pending transactions.

Process credit card functions, including payments, balance transfers, credit limit increases, and authorized user additions.

Process EFT (ATM withdrawal) disputes, including validating ATM GLs, checking ATM audit logs, and providing provisional credit.

Process debit card functions, including credit limit increases and exception reporting.

Audit, scan, and index all documents, including ATM and debit card applications, disputes/fraud, authorized users, and balance transfers.

Activate mobile wallets (Android Pay, Apple Pay, Samsung Pay) in the MasterCard Online system, when needed.

Enter travel notes on debit and credit cards.

Positions directly supervised : N/A Specific knowledge, skills, and abilities required for this position: Excellent customer service skills and the drive to assist others Good communication skills, using courteous and proper grammar Ability to interact with many people and multiple interruptions while staying on task Good judgment and discretion when dealing with confidential information Standard computer skills, calculator, typing 40 wpm Education : High school diploma or general education degree (GED).

Experience : Minimum 1-2 years of related financial institution or customer service experience.

Previous plastic card experience preferred.

Physical Activities and Requirements of this Position CATEGORY DESCRIPTION Finger Dexterity Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

Grasping Using fingers and palm on an object.

Talking Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

Repetitive Motions Movements frequently and regularly required using the wrists, hands, and/or fingers.

Average Hearing Able to hear average or normal conversations and receive ordinary information.

Average Visual Abilities Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.

Sedentary Work While performing the duties of this job, the employee will frequently talk or hear, sit, use hands to handle or feel, and reach with hands or arms.

The employee will occasionally, stand and walk, climb or balance, and stoup, kneel, crouch, or crawl.

The employee will occasionally lift and move up to 25 pounds.

Working Conditions of this Position DESCRIPTION None.

No hazardous or significantly unpleasant conditions.

Mental Activities and Requirements of this Position Reasoning Ability: The ability to use common sense or logic.

Average Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.

Ability to deal with problems involving a few concrete variables in standardized situations.

Mathematical Ability: The level of ability required to perform math skills and operations.

Average Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Ability to compute rates and percentages.

Language Ability: The level of ability required to communicate and understand written and oral language.

Typical Ability to read and comprehend moderately complex instructions, correspondence, and memos.

Ability to write simple correspondence.

Ability to effectively present information in one-on-one situations to supervisor, members, and other employees of the organization.