Card Services Representative

Card Services Representative I

The Card Services Representative I is responsible for decisioning and then processing Debit and Credit card disputes and fraud claims accurately within regulatory guidelines. A subject matter expert, the Card Services Representative I provides tier II support (handling complex transaction resolution, difficult cardholder engagements, managing situations needing immediate attention) to members and the member service team for Honda Federal Credit Union (HFCU) card and card related products. They are responsible to make outbound member calls when required to complete a claim.

Key Accountabilities:

• Investigate fraud cases, identify fraud patterns, analyze and makes judgements/decisions to minimize fraud losses. Issues provisional credits and Regulation E letters, processes transaction merchant chargebacks, and prepares Bond Claims. File arbitration cases for contested chargebacks and reconcile Visa loss deductible general ledger
• Adhere to Visa chargeback rules and regulations when processing claims
• Manage second tier Member Service calls to resolve disputes
• Negotiate disputes with merchants and/or member as required, issue case closure letters, reconcile provisional credit general ledger
• Review and act on key daily operational reports that reflect cards ordered, rush orders, blocked cards, and unposted transaction exceptions. Manage group email box containing any Branch Associate departmental questions, transaction inquiries, rewards point questions/member assistance requests
• Process general ledger entries for card monetary settlement and funds recovered from transaction chargeback activity
• Assist Credit Union staff, corporate clients and members with card-related products and services

Qualifications, Experience, and Skills:

• High School Diploma or Equivalent
• Three years of related work experience
• Three years of Financial Institutional experience
• Minimum of 2 years Card Services Experience and/or Visa Dispute Resolution Knowledge and experience
• Experience applying Regulation E rules to daily work
• Ability to multi-task in a fast-paced environment with transactions and membership call volumes
• Strong Customer Service, Communication (Both written and verbal), And Follow-up skills
• Strong working Knowledge of Microsoft Word, Excel, Outlook
• Strong working knowledge of Adobe Acrobat (Creating and editing documents)
• Solid Organizational and typing skills

Honda is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.