Eastman Credit Union is seeking a Card Services Specialist. The Card Services Specialist provides support for all card products including ATM Debit, Debit and Credit for employees and members by email, telephone, text, and face-to-face. This position is open to Tennessee, Virginia, and Texas applicants.

Essential Duties and Responsibilities

Support entails research and resolution of issues related to card use requiring in-depth knowledge of:
• DNA CORE
• Credit Card Module (CCM)
• Entrust DataCard
• VDPS
• Visa Online (VROL)

In addition, this position requires working knowledge of:
• LexisNexis
• MeridianLink
• Centrix
• AmpliFi Loyalty
• Nautilus
• Docusign
• ECU Cards App
• Eltropy
• Five9

• Act as primary support for Entrust DataCard printers, which includes maintenance and branch assistance.
• Process ATM Debit, Credit card and Debit card requests that are received via Internet, phone or mail.
• Post transactions to appropriate general ledger accounts as needed based on transaction data from Accounting.
• Assist in conduction of Cards training as necessary, clarifying policies and procedures while providing other information and tools as needed.
• Maintain an understanding of federal laws and regulations related to credit union and Visa® card compliance.
• Ensure that all reports of unauthorized transactions are entered into Centrix with accuracy.
• Ensure departmental compliance with established security and confidentiality relative to member information.
• Adhere to Service Excellence expectations in dealing with members and staff.
• Proactively time manage staff and member expectations when communicating and responding to inquiries, issues, voicemails and emails to positively maintain relationships.
• Maintain awareness of all card operations and ever-changing Visa operating rules and regulations.
• Answer a large volume of escalated calls related to card support.

• Provide ECU staff and members with detailed support on card issues and questions, which requires an in-depth knowledge of all systems utilized by Card Services.
• Research and resolve account inquiries, issues and disputes. As necessary, adjust incorrect entries to account and ensure all associated systems are updated accordingly.
• As necessary, create ATM Debit, Debit and Credit plastic for members.
• Upon request, print credit and debit cards to various branches for members.
• In accordance with recommended practices, maintain log of all returned cards and their final disposition whether destroyed or delivered to the member.
• Process all returned credit card statements and attempt to resend.
• Analyze possible erroneous holds as reported by members and staff. If necessary, make appropriate changes in CORE or CCM, and/or VDPS.
• Correct Debit File Exceptions in the DNA system on a daily basis to mitigate errors to members’ accounts and ensure debits are posted properly.
• Serve as primary support for all mobile pay products. Includes enrollment, maintenance and trouble-shooting issues.
• Coordinate placement, training and maintenance of Card Wizard machines. Ensure compliance with Visa regulations – both the physical placement and security access - related to set up and use of Instant Issue terminals.
• Act as steward for all ATM Debit, Debit and Credit plastic. This includes necessary plastic sent to branches equipped with Instant Issue terminals, monthly balancing of plastic on hand, maintaining an adequate supply of card plastics in-house and at our card vendor.
• Ensure control of issuing, blocking and renewal of ATM Debit, Debit and Credit cards by compiling, verifying and filing requests and forms.
• Serve as support for ECU Cards App. Provide details for troubleshooting to members and staff as necessary.
• Review daily reports to ensure card orders and reissue requests processed properly. For identified issues, research to determine problem and take corrective action to mitigate negative member impact.
• Provide Cards related reporting for Visa.
• Prepare fraud and dispute claims utilizing Centrix and DocuSign ensuring ECU remains in compliance with all federal and Visa® regulations related to error resolution of electronic items.
• Take applications in MeridianLink (new applications, upgrades, limit increases, requalification). Work with Members, Underwriters and Consumer Processing as needed to ensure a smooth loan process for the Member.
• Provide Visa® benefit disclosures to all new credit card accounts as part of MeridianLink disclosure packet.
• Audit all new credit card accounts opened.
• Process Balance Transfer requests submitted by Members and Staff.
• Provide rewards support for all credit card reward BINs. Transfer points, research issues and redeem upon request.
• Serve as primary support for foreign cash advance terminals.
• Respond to any disputes on foreign cash advances performed by branches.

• Asset Quality
• Adhere to ECU’s policies and guidelines.
• Responsible for accurate and efficient completion of member and staff requests.

• Security and Safety
• Maintain strict confidentiality toward member accounts within ECU as well as outside
ECU.
• Maintain strict confidentiality toward ECU corporate information and assets.
• Take action to provide and maintain a safe working environment and member
environment- Report all potentially unsafe acts/conditions to appropriate staff.

• Compliance
• Maintain up to date knowledge of relevant regulations (including BSA, Reg Z, Reg E, Visa)
and act in accordance.

• Service Excellence
• Know and adhere to all aspects of ECU’s Service Excellence.
• Assist in creating a “Member First” culture.

• Provide support to branch staff to enhance member experiences.

• Teamwork and Contribution
• Identify and support self- improvement opportunities.
• Demonstrate team player qualities.
• Volunteer to assist otherstaff whenever possible.
• Attend and participate in team meetings.

• Attendance and Punctuality
• Demonstrate exceptional attendance and punctuality practices.
• Arrive at work and return from lunch/meetings promptly.

Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.