Role: To assist members with their card accounts; dispute resolution, issuing, blocking, or renewal of credit cards/ATM cards/Debit cards.
Essential Functions & Responsibilities
- Provides members and employees with information and direction regarding account status, requests, payments, and rights and obligations associated with the account.
- Prepares and investigates fraud and dispute files by obtaining all necessary documentation for filing bond claims or in preparation for charge-off, files and monitors chargebacks, and issues provisional credits.
- Processes approved credit/debit/ATM card applications, upgrades, and balance transfers; orders cards and PINS and sets up member files in computer system; verifies accuracy of cards issued and sends cards to member.
- Monitors incoming dispute cases for emerging fraud trends and makes recommendations to the Card Fraud Analyst for rule creation or adjustments.
- Prepares and balances related reports and accounts.
- Performs other job-related duties required or assigned.
Performance Measurements
- Process all card requests within 48 hours of receipt, with zero errors.
- Maintain all files and records so that they are current to within 24 hours.
- Coordinate credit and debit card settlements according to established policies and procedures.
- Provide informed, professional and accurate service and support to all members and associates by responding to email, messages, and other correspondence in an accurate and timely manner.
- Satisfactory department audit with limited audit exceptions.
Knowledge and Skills
Experience - Three years to five years of similar or related experience.
Education – A high school education or GED.
Interpersonal Skills - Work normally involves contacts with persons beyond immediate associates generally regarding routine matters for purposes of giving or obtaining information which may require some discussion. Outside contacts take the form of service to the public (members or vendors) requiring ordinary courtesy in providing assistance and information.
Other Skills - Good listening and telephone skills; able to operate a 10-key calculator, and computer keyboard; able to make decisions with minimum information. Demonstrates good attention to detail.
Qualifications Behaviors Preferred Team Player: Works well as a member of a group Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well Dedicated: Devoted to a task or purpose with loyalty or integrity Equal Opportunity EmployerThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Skills Required
- Three to five years of similar or related experience
- High school diploma or GED
- Experience handling card disputes, fraud investigations, and chargebacks
- Good listening and telephone skills
- Ability to operate a 10-key calculator and computer keyboard
- Attention to detail
- Ability to make decisions with minimal information
- Team player, detail oriented, dedicated (preferred behaviors)
What We Do
AmFirst is a full-service financial institution with over $2 billion in assets and 21 branch locations across the Birmingham-Metro and Mobile, Alabama areas. As one of the strongest credit unions in the United States, we are committed to providing the most cost effective and convenient financial services for our members. Every member of AmFirst owns a share of the credit union and is required to maintain a $5 balance in a Share Savings Account. AmFirst accounts are federally insured up to $250,000 by the National Credit Union Administration (NCUA).
