Card Services Member Specialist Ii

The Card Services Member Specialist II will be responsible for processing MasterCard activities including fraud, disputes, and chargebacks; back-up assistance on CUNA fraud filings; ATM Regulation E issues; and Card Ordering and Renewals. Will also have member interaction over the phone as well as via email when potential fraud is identified by either our processor or internal efforts and personify our Promise Principles of "Personal", "Professional" and "Proactive". Additionally, will focus on fraud and disputes and the handling of chargebacks.
The hourly pay for this position is $23.61 - $35.42 depending on experience, skills, education and internal equity.

• Assists in research, design and development, and process improvement of processes in Card Services department when needed.
• Communicates effectively with internal departments, branch personnel, members, and outside vendors as needed.
• Ensures additional fraud transactions are accurately reflected in dispute management system.
• Helps with testing of instant issue programs and assists in card related projects affecting instant issue.
• May process Falcon cases created when fraud is suspected on cards including contacting members to confirm validity of transactions and update member account in Symitar.
• Monitors and reconciles GLs to ensure accurate recording for Accounting.
• Monitors daily TANAP reports to correct errors with card ordering or creation, processes, or updates to ensure CO-OP has accurate information.
• Operates within MasterCard and Reg E rules and timeframes.
• Processes and assists in extracting data from CO-OP DataNav system, uploading documentation to CUNA, inputting data into CUNA portal, and verifying successful uploads to CUNA portal. Updates DMS or other dispute management system when needed.
• Processes deposit and withdrawal disputes occurring at ATMs - both Logix ATMs and non-Logix ATMs.
• Processes card special handling requests when members or frontline request card order sent via FedEx or to a different address.
• Processes fraud and dispute cases on debit, credit and ATM cards including providing provisional credits. Processes chargebacks related to fraud and disputes including the following tasks:

o Submitting documentation through processor system;
o Uploading documentation to MasterCard;
o Reporting fraudulent transactions to MasterCard SAFE;
o Reviewing merchant feedback and responses to chargeback re-presentments (denials); and,
o Responding appropriately to merchant responses after consulting with

• Responds to requests for information in a timely and accurate
• Serves as backup for other staff members when
• Verifies monetary compensation for all chargebacks, re-presentments, second charge backs and arbitration
• Works closely with Accounting, Fraud Risk Management, Research & Records, branches, and call
• Is cross-trained to handle all tasks related to at least two of the following areas within the Payments Division: CO-OP Shared Branch exceptions, ACH processing/exceptions, share draft inclearings, DBO/Money Mover, CO-OP Settlement and Adjustments, or ATM Fraud/Disputes.
• Must consistently report to work on-time, as

Education and/or Experience

• At least 2-3 years experience in financial services handling card related disputes and chargebacks
• Customer experience is a plus as the position requires interaction with members
• Working knowledge of Microsoft Office Suite of products
• Ability to work with Symitar and CO-OP DataNav system preferred
• Ability to work in a fast-paced environment and handle multiple tasks
• Demonstrates the ability to take the initiative to solve problems independently.
• Excellent oral and written communication skills
• Superior customer service skills
• Working knowledge of credit union products and processes and a thorough understanding of Regulation E & Z
• Bachelors' Degree a plus

Must also demonstrate conduct consistent with our Corporate Values:

• Practice open Communication with all levels;
• Be Accountable by taking ownership of customer issues and responsibility for one's actions;
• Foster Teamwork by cooperating and collaborating with other employees;
• Seek ways to make the workplace Fun for oneself & others;
• Conduct oneself with Integrity by being honest, trustworthy and ethical in all work activities and interactions;
• Work with a Service Orientation by having a genuine concern for the needs of one's customers and by being friendly, professional and following through on commitments; and
• Demonstrate Humility in all interactions and remember to leave one's ego at the door when one arrives to work.

Logix Federal Credit Union is an equal opportunity employer that does not discriminate in employment opportunities or practices on the basis of race, religion, color, sex, sexual orientation, gender identity, national origin, protected veteran or disability status, or any other status protected by law.