Senior Card Services Specialist

Education First Credit Union (EFCU) is a full-service not-for-profit financial institution. Our mission is to enhance our members’ financial position through education, quality service, and value-minded products. Education First Credit Union was founded in 1936 by a small group of Columbus City School teachers. Our members include school employees and students in the State of Ohio. Recently our membership has been expanded to include Franklin and surrounding Counties. Recognizing the social impact of education on our society, we will continue serving school employees and students within this vital community as our primary point of emphasis.

We’re based in Columbus, with an additional branch office located in Reynoldsburg.

Our recruiting process:

• Position has been posted internally and externally.
• 20-minute conversation with HR
• 60-minute in person conversation with hiring manager
• 60-minute conversation with executive
• Job offer

EFCU is looking for a Senior Card Services Specialist for our Columbus Mound Street Corporate Office.

Pay Range starting at $25.00 / hour.

The Senior Card Services Specialist is to assist with the smooth and efficient operation of the plastic card services function. This position will effectively utilize all available resources to consistently provide the highest level of service to our members regarding ATMs, debit, and credit cards. The Senior Card Services Specialist acts as a liaison between members, vendors, and team members to ensure timely follow-up and resolution of any issues encountered.

This position is an in-office position. Candidates for this position must be located in the Columbus area and have reliable transportation to the Columbus Corporate Office location.

Responsibilities:

Card Program Support:

• Assists with the issuance, activation, replacement, and cancellation of credit, debit, and ATM cards.
• Monitors and processes card transactions, including disputes, chargebacks, fraud alerts, and adjustments.
• Ensures timely resolution of card-related issues to minimize disruptions to members
• Sets up all new team members in the applicable card systems and train team members in programs

Member support:

• Serves as the secondary point of contact for members with card-related inquires. Responds with sensitivity, tact, and professionalism, recognizing the diversity in our membership.
• Investigates and resolves complex issues related to card transactions, fraud, and account maintenance.

Operations & Compliance:

• Maintains up-to-date knowledge of card processing systems, regulations, and industry best practices
• Assists in ensuring compliance with all applicable rules, and regulations, and credit union policies. Including, but not limited to, Anti-Money Laundering, Bank Secrecy Act, US Patriot Act, Reg E, and Reg Z.
• Collaborates with Risk team to monitor suspicious activities and mitigates risks
• Reviews all plastic card fraud and issue/remove provisional credit when required. Maintains tracking tool for credits and balances.  Files bond claims when necessary for credit/debit cards.

Vendor & Systems Management:

• Acts as the liaison between card service providers, networks, and other vendors to resolve system issues and ensure smooth operations
• Assists with testing and implementation of new card products, services, or system enhancements. Assumes the role of project lead for all plastic card program projects.
• Maintains the thirty-party card program database regularly by handling file maintenance requests, such as name/address /phone/email changes, replacement cards, travel exemptions, usage restrictions, and card account closures. Purge all inactive accounts/files in a timely manner.
• Works with the thirty-party card processor company regarding card issues (i.e., shipping delays, dispute status, plastic inventory).
• Performs and/or troubleshoots sensitive or complex card processing functions or issues, including via online or mobile banking, digital wallets, and tokenization.

Reporting & Analysis:

• Monitors daily, weekly, and monthly card reports from third-party card processor company and transmissions.
• Responsible for any corrections or notifications to team members in a timely manner.
• Reviews fraud reports and monitor fraud trends (including merchants, transaction types, and locations) using fraud monitoring tools (e.g., CAMS Alerts (Compromised Account Management)); communicates trends to members and team members; collaborates with the Risk team when friendly fraud or account abuse is suspected. Compiles tracking tools for department use.
• Assists the Accounting Department with balancing and settling the card programs, identifying and researching all outstanding issues.

Other duties may be assigned.

Requirements

Education & Experience:

• High School Diploma or GED required. Bachelor’s degree in business, accounting, or related field preferred.
• Two (2) to Three (3) years of experience in Card Services (Debit / Credit cards), specifically in Visa processing, fraud, and collection.
• Three (3) to Five (5) years of experience in a credit union, financial institution, or bank preferred.
• Experience in analyzing and reporting of financial data with strong focus on details.
• Experience with Jack Henry Symitar Episys preferred.

Technical Skills:

• Excellent verbal and written communication skills, with the ability to communicate competently and professionally with internal/external members and vendors.
• Superior customer service skills with the ability to understand team member needs.
• Ability to work effectively independently, within a team, and with fellow employees processing varying degrees of technical understanding
• Strong computer skills with proficiencies in Microsoft Office (Outlook, Word, Excel, etc.)
• Maintain strict confidentiality with member data.
• Demonstrates the ability to independently analyze and problem solve.
• Must be detail-oriented with good organizational skills.
• Ability to follow oral and written instructions.
• Ability to handle and prioritize multiple issues in a fast-paced work environment.
• Capacity to operate multiple computer web applications at the same time.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single requirement. At Education First Credit Union, we are dedicated to building a diverse, inclusive and authentic workplace, so if you are excited about this role, but your past experience doesn’t align perfectly with every single qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles.

Other:

• Willingness to learn new responsibilities in order to meet the changing demands of the organization and the department.
• Must be able to maintain confidentiality
• Strong listening skills
• Ability to service members by making them feel welcomed, engaged, and significant with every interaction
• This position is an in-office role.
• Must have access to transportation in order to travel to and from the office and to trainings and offsite meetings.
• Requests for reasonable accommodation will be considered.

Benefits

EFCU offers a complete benefits package to full-time employees that reflects how much we value our employees. Benefits include:

• Medical / Dental / Vision coverage (including qualified dependents)
• Company paid Life Insurance, STD, LTD
• Voluntary Life Insurance Coverages
• Flexible Spending Account (Health and Dependent Care)
• 401(k) plan with a 5% company match
• A generous time off program
• Education assistance program
• Employee discount on certain credit union services and products
• Free on-site parking

Education First Credit Union is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status, or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities.