Card Services Specialist

Date posted:

Department:

Credit Card Services

Location:

Long Island City (HQ) - Queens, NY

Description:

POSITION PURPOSE
Under general supervision, responds to member inquiries in relation to debit and credit cards. Provides quality customer service related to statement reconciliation, card usage, maintenance and prevention/reduction of fraud among payment cards. Duties also include, but are not limited to replacing debit and credit cards, performing card payments and transfer of funds from cards to checking/savings accounts.

DISTINGUISHING CHARACTERISTICS
An incumbent in this position performs a variety of duties in order to provide members the use of their debit and credit cards in a trouble free environment. A Card Services Specialist is expected to possess knowledge of the US and International banking process, knowledge of credit/debit card industry, the ability to analyze different information and make decisions based on internal policies and procedures.

Accountabilities:

The duties listed are intended as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment.

Deliver superior customer service to members primarily online via the incoming email service queue, but also via telephone inquiry, web chat, fax, or mail regarding their debit or credit cards.
Assist members with card dispatching (express/standard delivery) to designated locations/duty stations as directed by members. Perform necessary maintenance/adjustments to member’s cards, block accounts, and complete transfers.
Replace debit and credit cards in accordance with department rules and regulations.
Process payments to credit cards on behalf of members.
Navigate multiple service applications.
Review credit, and debit transactions with members and differentiate between disputes and possible fraudulent use.
Administer dispute/fraud claim forms when necessary.

OTHER DUTIES
Issue PIN mailers.
Release pending authorizations per merchant written request.
Verify member information through use of company imaging system.
Assist Department Manager/Supervisor with analysis of daily reports when necessary.

Qualifications:

An incumbent in this position must possess basic knowledge of accounting and card processing. They must have PC skills; figure aptitude, organizational skills, customer service orientation, good verbal & written communications skills and a willingness to work flexible hours. A typical way of obtaining the knowledge, skills and abilities required for the position is an Associate Degree and/or 3 years similar experience in a credit card service environment.