Card Service Advisor

Position Card Service Advisor

Job Code-2129

req
5688

Delta Community Credit Union Administrative Office - Riverwood 200

Full Time

Create your success story at Delta Community Credit Union – where opportunity meets purpose. Through our commitment to excellence, Delta Community has received numerous industry awards and earned the trust and loyalty of our employees, members and the metro Atlanta community. We value talent, encourage growth and keep community at the heart of everything we do. That’s why we’re one of Atlanta’s Best Places to Work!

Whether you’re starting your professional journey or navigating the next step in your career, we invite you to join the Delta Community Credit Union team.

The Card Services Advisor provides first-tier support for internal and external customers through multiple channels on inquiries including but not limited to processing fraud and dispute claims on debit and credit cards. Additionally, they will perform card file maintenance, post general ledger entries and transactions exceptions. They will also validate mobile wallet tokenization requests and research complex card related issues. The Card Services Advisor will be tasked with completing job assignments in adherence to Regulation E and Visa regulations as well as others in accordance with efficiency and quality standards.

In addition, the card services advisor will perform account adjustments and general ledger entries. Additional duties include but are not limited to accurate posting of daily exception items to member and business accounts. The rotation of duties and job functions as listed below will vary based on work volume and department staffing needs.

Practices safety-conscious behaviors in all operational processes and procedures.

• Process all aspects of the cardholder transaction fraud and/or dispute cycle including chargebacks, adjustments, representments, pre-arbitration and compliance
• Review daily incoming fraud/dispute claims and effectively distribute new and existing follow-up cases among staff
• Input of fraud claims into Visa DPS and dispute claims into Accelerant to ensure sensitive chargeback timelines are met
• Perform GL entries which include but are not limited to fraud/dispute claims, daily card exception items and debit/credit card fee adjustments
• Analyze claims to identify fraud trends and work with Risk Analyst and Manager to mitigate losses
• Process incoming lockbox credit card payments
• Process file maintenance requests such as debit/credit card closures, lost/stolen replacement and name/address changes
• Monitor daily reports and complete transaction adjustments utilizing various processing systems
• Assist members with credit/debit reward redemption issues
• Perform verification of members implementing mobile wallet tokenization applications
• Respond timely to various member inquiries through the online Message Center application
• Assist management with department process and procedure improvements
• Participate in training sessions and webinars to stay abreast of card industry product enhancements and chargeback rules/regulations

• This description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. This job description is subject to change at any time.

Position may offer work from home opportunities, pending specific performance and departmental needs.

Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

• High School Diploma or equivalent
• 2+ years’ operational experience in a credit union or financial institution
• High degree of accuracy with ability to maintain volume standards
• Good oral and written skills and ability to communicate effectively with internal and external customers
• Ability to organize and prioritize work in a fast-paced, changing environment
• Complies with all Credit Union policies and procedures including those related to Bank Secrecy Act regulations

• Bachelor's degree in finance, Business Administration or related field
• 4+ years’ operational experience in a credit union or financial institution
• Knowledge and experience with chargeback, fraud claim, and/or the dispute processes
• Experience with Symitar, Visa Online, VISA DPS and CATS applications

• Medical, Dental and Vision Coverage
• Basic Life and Accidental Death & Dismemberment Insurance, Long Term Disability, Employee Assistance Program and My Advocate
• Supplemental Insurance or Voluntary Insurance
• 401(k) Plan with Company Match
• Vacation, Holidays and Personal Time Off
• Paid Maternity and Paternity Leave
• Pre-tax Health and Dependent Care Spending Accounts
• Benefit Choice Program
• Health Reward Dollars
• Discount on Gym Reimbursement and Identity Theft Programs
• Legal Services