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Card Services Specialist

Company: Hoosier Hills Credit Union
Location: Bedford
Posted on: March 20, 2023

Job Description:

Salary: $19.76 - $29.64

The Card Services Specialist is responsible for assisting the Manager, Card Services in performing the various duties within the Credit Union's credit and debit card programs and ensures the Credit Union stays in compliance with the rules and regulations affecting member debit and credit cards.
The Card Services Specialist will work with all stakeholders to ensure all channels, locations, employees, and members are appropriately supported. This individual should have a passion for solving the needs of our credit union and membership in today's dynamic environment. They should be able to deliver member-centric solutions that enable business growth and have a firm understanding of both the organization and member experience.

Mission and Service - Is an integral part of the Hoosier Hills Credit Union and Service Center team in living out our corporate mission; "To be better for our members by making a positive difference in their lives and the communities we serve."

Consistently delivers outstanding service to both internal and external members that is in alignment with the Credit Union's Service Promises.

Always acts in the best interest of the member and the Credit Union.

Maintains the highest level of professionalism when interacting with other employees through friendly, informative, and helpful communications, which are key to understanding and identifying member needs, solving problems, and in representing the Credit Union. Builds rapport by establishing credible relationships with other employees through consistent high-quality service.

Increases member satisfaction by taking ownership of each request and being highly responsive to the needs of CU staff.

Takes initiative to continually evaluate and meet/exceed the departmental needs and goals.

Develops and maintains collaborative working relationships with internal and external clients by applying excellent verbal, written and telephone communication skills.

Exercises sound ethical judgment and discretion regarding personal behavior, conduct and business practices, and escalating issues with transparency.

Demonstrates ability to innovate and assess data to identify opportunities to achieve efficiencies as the organization develops and grows.

Utilizes other business units as needed to assist employees and thus the members.

Member and Business Focus - Continuously champions knowledge of and experience with member interactions to be a trusted resource in developing and expanding the membership with each opportunity for member interaction.

Creates business value for the membership and aligns the organization with success by providing consistent, accurate, and outstanding service.

Serves as a trusted resource to members and fellow team members by serving as a subject matter expert on specific topics, such as debit and credit card ordering, setting transaction parameters and limits, file maintenance, and integration with the core and other software systems. Approves card limits increase requests within own limits.

Engages in problem resolution from start to finish by clarifying the issue, determining the cause, and following up to ensure there is a resolution.

Remains current on regulations pertaining to credit and debit card operations.

Stays current on job-related technologies, procedures, regulations and/or information and shares that information with the Manager, Card Services.

Maximizes use of existing and newly implemented systems and processes to identify new initiatives, products, and process modifications that may affect the Credit Union's card operations and makes recommendations that would improve the credit and debit card program procedures and automated systems.

Acumen and Technical Savvy - Possesses proficiency in account maintenance, banking systems, and process knowledge to ensure records accuracy, policy compliance, and member satisfaction with every transaction.

Assists Manager, Card Services in administering all aspects of the Credit and Debit Card programs.

Champions Credit and Debit Card programs and related program initiatives. Learns new procedures and products quickly, transferring knowledge to others, and embraces technology and innovation. Adheres to all applicable Credit Union policies, procedures, and regulations.

Participates in Credit and Debit Card Program strategy formulation, continuously enhancing controls, processes, and employee and member education.

Works within the Q2 Sentinel program for security of online payments made by members. Communicates with members, other employees, and outside parties as necessary to administer the review and approval/rejection of flagged transactions.

Assists with collecting, packaging and processing dispute entries within the DTS system for disputes received by the Card Services Team.

Processes transactions on closed cards and verifies provisional credits related to Disputes (IC10, IE56, IE57, CM2002, PDR200A, Host/Switch Exceptions).

Oversees Instant Issue Debit Card Batch Processing and Supplies.

Assists Risk Department with filing bond claims for Card Disputes.

Processes CUNA Mutual insurance claims and payments.

Assists with various card maintenance tasks, including but not limited to, card ordering, verifications, suspensions, travel alerts and releases.

Performs routine credit and debit card file maintenance, credit card setup, balance transfers, payment corrections, denial reports, limit increases, etc.

Assists with compiling and reporting charge off recommendations each month.

Works with Fraud/BSA department to review potential incidents of fraud related to our Credit and Debit Card programs and improves fraud prevention and mitigation efforts. Assists BSA/Fraud departments in reviewing compromised account alerts (CANS).

Resolves problems or discrepancies concerning member accounts, and transitions between responsibilities effectively and efficiently to meet the needs of the members.

Recommends products and services that enhance members' financial wellbeing.

Understands and maintains compliance with Credit Union policies and procedures, and applicable laws and regulations.

Completes annual Bank Secrecy/OFAC and any related training as assigned by Training or Compliance Staff.

Possesses the ability to manage strict deadlines and time sensitive duties accurately and efficiently.

Teamwork and Collaboration - The consistent focus on team involvement and in personal growth through sharing and implementation of creative ideas that provide membership business value and enhance a positive work environment.

Maintains supportive communication with supervisor and team members, reports problems, developments, changes, and other important information regarding responsibilities.

Executes established business plans through awareness, involvement, constant communication, and continual learning.

Shares opportunities for improvement with appropriate managers.

Attends and supports branch events and other community outreach efforts as needed, as well as attending to operational needs and issues as they arise.

Strives to improve self and team to create strategies for future-focused positive results.

PM19Education and/or Experience

High school diploma or equivalent.
A minimum of six months similar or related experience required.


Excellent communication skills (both oral and written).
Professional appearance and demeanor, good interpersonal relations skills, and positive and optimistic outlook.
Strong knowledge of Credit Union products and services.
Proven accuracy and integrity of work.
Strong and consistent sales and service performance.
Employs tact and sound judgment required to solve day-to-day problems within established guidelines.
Ability to gather and analyze data.
Ability to establish and maintain positive working relationships with management, peers, employees, and vendors.
Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.).
Basic knowledge of word processing and spreadsheet software.

Work Environment/Physical Demands

Normal accessibility of branch and corporate work sites required for the position.
Normal physical mobility and agility, which includes movement from place to place on the job, and the ability to maneuver body while in place.
Normal dexterity of hands and fingers.
Normal coordination, including eye-hand, hand-foot.
Works in typical administrative setting with climate control and appropriate lighting.
Work requires occasionally lifting and carrying up to 50 pounds, taking frequency into consideration.

Keywords: Hoosier Hills Credit Union, Bloomington , Card Services Specialist, Other , Bedford, Indiana

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