Sr Card Payment Services Specialist

CA - San Diego

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SUMMARY:

  • Under the direct supervision of the Card Payment Services Manager/Assistant Manager; support branches, the call center, back office departments, and members, answering card and payment operations calls regarding ACH, debit, credit, ATM, prepaid, instant issue, and card dispute claims processing.
  • Provide detailed answers, resolve complex issues, support critical department projects and special assignments.
  • Collect data and prepare various structured card payment reports.
  • Conduct card and payment-related training to Card Payment/Branch/MSC staff and provide leadership.
  • Deliver the Orange Experience and act in the best interest of the member.
  • Perform other complex related tasks in support of credit union operations.

MAJOR ACCOUNTABILITIES

  • Demonstrate leadership by displaying adaptability as well as a positive, professional can-do attitude at all times.
  • Answer calls from branches, call center, back office departments, and members regarding operations in area of expertise.
  • Perform research, provide answers, resolve issues, and perform file maintenance as required. Handle escalated and more difficult, problematic and intricate member concerns.
  • Research, analyze, adjust, and respond to complicated account discrepancies, in accordance with Regulation CC, Regulation E, Regulation Z, NACHA rules, Client and other associated card and payment operating rules.
  • Sustain excellent organization and meet deadlines.
  • Collaborate with others to research, develop and implement new products and services.
  • Perform analysis and system testing on new product and service rollouts, software updates, etc. May serve on committees as a Subject Matter Expert.
  • Maintain the highest level of internal/external member service.
  • Deliver the Orange Experience and act in the best interest of the member.
  • Perform various advanced tasks, projects and administrative duties as assigned.

Other Education, Skills, and Abilities

  • The experience as acquired from a high school diploma or equivalent plus five (5) years of experience in a financial institution detecting, mitigating and recovering losses due to fraud.
  • Extensive knowledge in either ACH, ATM Network Operations, Debit and Credit Card Operations, or Client chargebacks required
  • Excellent ability to effectively communicate verbally and in writing with members and staff to understand, explain, educate, and resolve unusual situations, requests, and grievances.
  • Proven ability to adapt to changing volumes and re-prioritization of tasks while maintaining excellent organization and customer service skills.
  • Requires an empathetic demeanor and can-do attitude to achieve the highest level of service and member experience.
  • Ability to multi-task, work under time constraints to meet work deadlines, and remain calm in stressful situations.
  • Ability to move between multiple systems quickly and efficiently, as well as the ability to learn new applications quickly.
  • Sharp skill and ability to perform difficult financial transactions with accuracy and minimal or no errors in daily work.
  • Ability to work independently and with limited supervision.
  • Great knowledge of accounting principles.
  • Innate ability to identify, analyze, and suggest creative ways to improve assigned tasks.
  • Proficient in Microsoft Office applications (Word, Excel, and Outlook).

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