Card Support Specialist

Description

Employment Type:

Full-Time, Hybrid

Entry Salary Range: $17.76-$21.31 per hour with an annual award opportunity based on individual and credit union performance.

We’re committed to supporting your well-being and work-life balance through a robust benefits offering:

• Medical, dental, and vision insurance to keep you and your family healthy.
• 401(k) with company match, life insurance, and disability coverage.
• Generous paid time off (PTO), paid holidays, and paid parental leave.
• Learning and development programs, plus tuition reimbursement to support your career journey.
• Free Telemedicine
• Employee Assistance Program (EAP)
• Wellness initiatives
• Paid Community Action Volunteer Hours
• Parental Leave and Tuition Reimbursement are available after one year of service.

The most essential function of this position is to deliver exceptional service to both internal and external members by embodying the core values of the credit union:
Act with Integrity, Drive Progress, Build & Strengthen Relationships, and Keep People at the Core. This role exemplifies these values by aiding disputes, advanced card inquiries, and ATM assistance. Essential duties include processing claims for disputed or unauthorized transactions, representing the credit union by providing members with timely and accurate information regarding the dispute process, handling daily reporting functions, balancing accounts, maintaining queues, and troubleshooting.

Advia is a fast-growing Credit Union that is positioned in the top 3% of credit unions across the United States. We serve almost 200,000 members with assets over $3 Billion. We offer very similar product and services as the big banks with a focus on saving our members money while providing financial advantages. We are rooted in our communities and believe we have a responsibility to give back outside of our four branch walls through volunteering and charitable donations.

The work environment at Advia is fast-paced, performance based and fun infused. We certainly live by the saying “work hard, play hard.” As an employee of Advia, you can expect regular and constructive feedback, development opportunities, great benefits, excellent co‑workers and engaged managers.

• Daily tasks include pulling reports from processor, sending cases in to processor, comparing to internal reports, identifying discrepancies or transactions that need action, submitting requests for corrections and updates to processor, and completing cash settlement transactions. Includes balancing general ledgers (GLs) and settlement accounts and submitting monthly reports to Management and Accounting, Assists with ATM monitoring, processing daily card queues and providing guidance for internal and external members.
• Manages card queues, handling emails sent to the Card Services inbox, and Card Services help desk tickets. Processes daily reporting functions and builds new cards by establishing and maintaining necessary information on internal systems.
• Processes daily reporting functions through core systems, card management systems, and loan processing systems by establishing and maintaining all necessary information on the internal systems. Pulls and processes daily closures, along with handling dispute reporting and compliance reporting from External Vendor. Accountable for balancing GLs and settlement accounts and submitting reports pertaining to Insurance/Write-offs and Unrecoverable Credit Card losses to accounting.
• Maintains and processes dispute cases including the processing of provisional credit to members as needed and contacting members to provide an update on status of accounts and/or gather and verify additional information on a case.
• Monitors fraud transactions for trends and similarities and forwards to management as needed. Monitors accounts for number of cases and cards regarding card privileges to maintain account safety and the safety of the credit union. Ensures that the member is not abusing the account and/or card privileges.
• Maintains dispute process procedures and suggests…