Card Services ILocation: 3700 South Blvd. Suite 400 Charlotte, NC 28209 OR 1400 Yanceyville Street Greensboro, NC 27405 Job Grade: 7 Working at Skyla Credit Union Skyla offers a supportive, inclusive culture while providing opportunities for growth, learning, and career advancement. Making it a strong place to build both skills and meaningful connections. Joining Skyla means having the support, tools, and guidance you need from day one. A welcoming culture where teammates and leaders genuinely care about your success and growth. A collaborative work environment focused on teamwork, development, and making an impact in the community. Flexibility and support to help you balance work while meeting member needs. A strong benefits package and meaningful perks that support your overall well-being: medical, vision, dental, 6% Match 401(k), Tuition Reimbursement, Paid Community Volunteer Opportunity, Paid Time Off, Quarterly Well Being Benefit, Interest Rate Perks on Deposit and Loan Accounts.
Our Values:
We're in your corner: we genuinely care about the well-being of our members and employees.
We make possibilities reality!
We make an impact: we exist for our communities.
We provide support and opportunities to meet the needs of our friends and neighbors.
We're better together: we are a team.
We work together to service and support our members and each other.
We're on a journey together: we always look for improvement opportunities to benefit our members and employees.
We believe that with continuous improvement learning, there is no limit to what we can achieve together.
We welcome everyone: we empower all by sharing different perspectives, unique abilities, thought processes, and creating a diverse and inclusive credit union.
Primary Functions:
The Card Services I position provides operational support for the credit union's card program. This role is responsible for day-to-day card processing activities, exception resolution, and member assistance related to card issues and ATM disputes. Ensures all work is performed accurately, efficiently, and in compliance with federal regulations and credit union policies. This role requires strong attention to detail, and the ability to collaborate effectively across departments.
Responsibilities:- Be open and receptive to learning new processes and proactively apply them to daily tasks.
- Foster teamwork and maintain a positive, professional work environment.
- Demonstrate courtesy and professionalism in all interactions.
- Maintain working knowledge of the credit union's products and services.
- Research and resolve internal and external member inquiries regarding card activities, card statements, disputes and monetary adjustments.
- Process ATM deposit and withdrawal disputes.
- Monitor daily card posting exceptions and provide a resolution to any difference where warranted.
- Manage and process card maintenance reports and member requests, including new card orders, reissues, limit changes, and card blocking/unblocking.
- Provide support for the Visa credit card rewards program, including member inquiries and basic maintenance tasks.
- Review CAMS alerts and coordinate related member notifications and card orders under guidance.
- Collaborate with appropriate teams to resolve ATM cash balance discrepancies.
- Process daily Mobile/ATM deposit settlement.
- Provide support for Shared Branching and Zelle including inquiries and maintenance requests.
- Process card returns for insufficient or bad address.
- Monitor inventory stock reports for cards, carriers and stickers required for the card creation processes.
- Perform various clerical, data entry and administrative duties which are essential to proper operation of the card program.
- Demonstrate the ability to successfully navigate and utilize multiple computer platforms and systems to complete job responsibilities efficiently.
- Index all required documentation to member accounts
- Work closely on endeavors with internal teams including Risk, Compliance, Digital, Lending and Member Experience to support payment operations and member service initiatives.
- Work closely on fraud mitigation endeavors with internal teams including Risk, Compliance, Digital and Lending.
- Participate in team meetings and strategy sessions to discuss process improvements, operational efficiencies, and industry best practices.
- Maintain integrity of members' records in a confidential manner.
- Possess a working knowledge of Regulation E and Regulation Z to ensure compliance when processing disputes.
- Provide secondary support to Card Services II as needed.
- Knowledgeable of disaster recovery plan and post-disaster procedures.
- Maintains a neat and orderly work area and ensures that all negotiable and confidential records are properly secured.
- Comply with all Federal regulations, Credit Union policies and procedures, including Bank Secrecy and the USA Patriot Act.
- Perform job duties in accordance with the Credit Union's values, mission and vision.
- Perform other duties as assigned.
Minimum Requirements:
High School diploma or equivalent.
At least one year of financial services experience. Back-office experience preferred.
Basic understanding of card operations and Regulation E desired.
Strong communication, organizational, and interpersonal skills.
Ability to handle high volume of transactions accurately and efficiently.
Intermediate computer skills and proficiency in Microsoft Outlook, Word and Excel.
Self-starter with attention to detail and the ability to prioritize efficiently.
