Credit Card Member Specialist Job Listing at OnPoint Community Credit Union in Portland, OR (Job ID 834)

Description

Overview

The Credit Card Member Specialist is responsible for providing support to internal and external members on all credit card maintenance, and an expert level consultation on all aspects including payments, reversals, applied interest across protected balances, building consumer and consumer profiles, and card conversions.  This position includes a strong focus on servicing members for fraud and merchant disputes; creating new credit card disputes and maintenance on existing disputes.

This position has responsibility for additional credit card problem-solving, providing solutions and education for staff and members, processing credit card maintenance requests, and have a firm understanding of credit card systems, including vendor platforms are critical.

The Credit Card Services Member Specialist will have a comprehensive understanding of Credit Union policies and procedures, and all credit card services provided by the Card Services department in order to assist members and staff with their inquiries and responsibilities.

Responsibilities

• Oversees and works appropriate and timely handling of all credit card disputes and research, and ensures chargebacks are filed according to regulations.  
• Processing and performing required work activities based on Lost/Stolen card identification and reissuance, credit card balance refunds, credit card write-offs, and other control reports.
• Evaluate credit card parameters, including research for declines and member desire for increased limit, discussing criteria required to increase limits and process to achieve same with the member.
• Expected to represent the Card Services department as a credit card systems expert, including subject matter expertise and feedback on credit card vendor services and systems.
• Serves as a primary point of contact for all credit card escalations by our members and internal partners.
• Confident as a subject matter expert for all aspects of credit card functions, including development of credit card maintenance, servicing, and dispute procedures.

Additional Responsibilities

• Contribute to a sense of teamwork and purpose within the department through collaboration and making informed recommendations/decisions on credit card topics.    
• Provide professional, high-quality service to our members and all fellow employees.
• Provide ideas and input for increasing operational efficiencies by streamlining processes and/or recognizing inefficient use of time/effort and outdated tasks.
• Effective time management and prioritization of tasks and assignments.

Knowledge, Skills and Abilities

• Strong verbal and written communication skills, ability to clearly document changes in procedures
• Solid understanding of financial institution operations policies, procedures and applicable regulation
• Ability to make decisions in circumstances that may not be well defined; being adaptive when necessary
• Collaborative team-mentality combined with critical thinking; empowered to provide input
• Strong desire and willingness to learn and then develop compliance-based procedures and practices for a credit card dispute team
• Strong understanding in the practical application of member-related credit card functions and the inter-related systems that affect member's credit card experience

Qualifications

• 4-6 years successful experience working in a financial institutions
• 4-6 years of direct customer facing role
• 4-6 years of demonstrated success in a member servicing role
• 4-6 years experience with credit card systems and functions
• Preferred 4-6 years understanding of RegZ dispute cycles
• High school diploma or equivalent required.

OnPoint Community Credit Union is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.