Card Services Associate

Upper Marlboro, MD
Corporate – Payment Services /
Full-Time - Remote-hybrid /
NASA Federal Credit Union is seeking a Card Services Associate (CSA) with a thorough knowledge of the resources, services, and regulations pertaining to banking card services.  This position must be conversant and able to assist members with telephone inquiries, account information, transactions, and problem resolution.  It will handle ATM processing and assist branch personnel with balancing and troubleshooting of ATMs, as well as assist members with all services related to Debit and VISA credit cards.   The CSA will also maintain a thorough knowledge of Federal Reserve Bank rules and Regulations E, Z, and Card Act. 
Essential Duties and Responsibilities:  include the following with other duties may be assigned.

Level I:

    • Remains cognizant of and adheres to credit union policies and procedures, and regulations pertaining to the Bank Secrecy Act
    • Assists Branches, Call Center, Lending, and Collection departments with account related issues on a daily basis (written and telephone)
    • Processes ATM/POS (PIN) network adjustments, errors, and resolutions as needed
    • Processes Visa Debit/Credit and ATM Card disputes in Quavo and CUNA claims
    • Receives and processes ATM Share Deposit Adjustments and Returns
    • Interfaces with the Checking Department for processing return items related to ATM Share Deposits
    • Processes and balances the Daily Card Settlement reports
    • Orders and re-order cards and interface with vendors
    • Assists with Remote ATM sites contacts requesting service calls to be placed with NCR/Cardtronics
    • Interfaces with VISA processors for system related functions, reports, and other general inquiries
    • Assists branches with CardWizard (Instant Issue) troubleshooting and placing service calls
    • Maintains information on member accounts relating to ATM and Visa cards 
    • Processes all financial adjustments
    • Performs Account Maintenance
    • Creates and maintains internal tracking reports as they relate to Department and Portfolio performance.
    • Performs Quality Control on all transactions performed and requests received relating to member accounts (ensures all appropriate documentation is sent to Document Services on a daily basis.
    • Participates and supports Department weekly, monthly, and quarterly rotation schedule
    • Receives and processes member inquiries (email, fax, or mail).
    • Responds to member correspondence
    • Logs in to the Card Services phone queue to receive and handle member and branch calls
    • Acts as a back-up to assist as needed in Payment Services Department 

Level II: (In addition to the responsibilities of Level I)

    • Maintains records of daily transactions, volumes and amounts for proprietary and network ATMs
    • Assists the Technology Services in troubleshooting software and hardware problems related to NASA owned ATMs
    • Interfaces with the Finance Department for the reconciliation GL subsidiaries
    • Interfaces with the Security Department for fraud claims and compromise alerts
    • Interfaces with Plastic Card vendors for ordering of blank plastics.
    • Assists Branches with ATM vendor (NCR) on placing Service Calls for branch ATMs
    • Interfaces with NCR/Cardtronics (Remote ATM vendor) for service calls
    • Processes all account corrections
    • Performs Account Maintenance on complex accounts
    • Maintains and keep organized all ATM and VISA procedures, forms, and compliance guidelines

Education and Experience: Level I:

    • Associate degree (A. A.) or equivalent from two-year college or technical school preferred
    • Minimum of 1 year of relevant experience
    • Proficient in Microsoft office, with strong skills in Excel, Word, and Access

Level II: (Includes all requirements from Level I)

    • Minimum of 2 years of relevant experience

We offer a generous benefit package:

    • $45,000- $66,250 / Annually (based on experience and level)
    • 401(k) match to 5% of earnings – immediate enrollment and 100% vesting
    • Choice of two health plans
    • Dental 
    • Life Insurance – no cost
    • Long-term Disability Insurance – no cost
    • Employee Assistance Program – no cost
    • Paid vacation
    • Paid sick time
    • 11 Paid holidays
    • Profit Sharing eligible