Hourly Range: $15.35 - $23.02/hourDepartment: Deposit OperationsFLSA Status: Non-ExemptSupervisor: Digital Banking Officer/ACH AdministratorPOSITION SUMMARYManage the day-to-day tasks of the card service area ensuring that department goals and objectives are met. Assist the Deposit Operations Officer & VP Operations to develop and implement new operational procedures, and policies as they relate to Card-based services. ESSENTIAL ACTIVITESEnsure all regulatory and compliance requirements are met in regard to card services.
Provide operational support to the Retail Operations team for processing new and existing Credit/Debit products and services.
Maintain all records related to the Bank's Credit/Debit card programs electronically.
Collaborate with management to mitigate and manage Credit/Debit card fraud and security risks, monitor card blocks as recommended by the card processors and recommend appropriate card BIN blocks when necessary.
Assist with vendor relationships involving Credit/Debit Card processing to include updates to the program and changes required as dictated by updates.
Manage productivity of cards and provide management reports as needed.
Provide troubleshooting expertise to find resolution to cards not operating/ processing correctly.
Assist with card compromise/fraud warning issues to include reissuing of cards, maintaining loss reports, maintaining compromised lists utilizing Excel, and notifying affected customers.
Investigate unauthorized card transactions, process charge backs/retrievals, and maintain records/correspondence to customers as required by regulatory and compliance agencies.
Respond to EnFact Alerts.
Provide required reporting to compliance of suspicious activity reported.
Monitor and implement workflow improvements within the Card Service Department with the assistance of the Deposit Operations Officer.
Assist in the development and testing of card services business continuity.
Assist in the update and maintenance of policies and procedures for the Bank's Credit/Debit card programs.
Manage escalated calls to resolution.
Process credit card payments.
Create a team atmosphere with other departments within the Bank. ADDITIONAL DUTIES
Maintenance/deletion of cards.
Assist customers as it relates to card services.
Assist auditors/examiners as it relates to card services.
Other duties as assigned.
EDUCATION, KNOWLEDGE, SKILLS AND ABILITIESHigh School Diploma required. A business related 2/4 year college degree is preferred.
At least 3 years of banking experience, or equivalent office experience, is required.
A highly technical background is required in order to perform complicated problem solving and system updates.
Excellent written and verbal communication skills.
Ability to handle multiple priorities at one time (multitasking).
Ability to effectively present information and respond to questions from staff, management and external customers/vendors.
Ability to work effectively within a team and individually.
Proficient user of Microsoft Office products including Word, Excel, and Outlook required.
Ability to respond effectively to a constantly changing, ever developing, process.
PHYSICAL REQUIREMENTS AND ENVIRONMENTAL CONDITIONSAbility to perform work utilizing a computer for extended periods of time.
Ability to grasp objects utilizing the fingers (fine motor manipulation).
Occasional travel may be required for training.
Extended working hours may be required at times,
Ability to hear and speak.
Ability to sit for long periods of time.
