Card Services Officer (Merchant)

General Summary

The Card Services Officer I will work closely with Card Services Management and fellow Officers to support operations and provide excellent customer service to our consumer and merchant customers. They will directly oversee specialists and play a critical role in their training and development, if applicable. 

CATEGORY OF ESSENTIAL FUNCTIONS & TASKS

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Accounting & Reporting Specific Duties: 

Assist Card Services Management in tracking key performance indicators for the Credit Card, Debit Card, ATM, and Merchant Services products.

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Develop rapport with various vendors; Initiate and respond to billing inquiries; Communicate status of payments.

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Coordinate with marketing, finance, credits, and other functional teams to deliver reports and research requests.

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Support other Card Services projects and functions, as assigned.

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Serve as the central point of contact for all department invoices.

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Coordinate with Officers and Management to certify the accuracy of vendor billing and ensure timely processing.

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ATM Specific Duties: 

Serves as a liaison between Card Services and the Branches, Cash Processing Center (CPC), Customer Experience, Communications and other key business units to support all ATM activity.

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Works closely with our processor and vendors to ensure that off-site ATMs are in service.

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Card Management Specific Duties: 

Serves as a liaison between Card Services and the Branches, Customer Experience, Loan Support, Retail Banking Group, and other key business units to support our credit card and debit card products.

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Works closely with our processors and vendors to research and resolve cardholder issues.

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Supports other Card Services functions, as assigned.

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Merchant Services Specific Duties: 

Serves as a liaison between Card Services and Business Development, Relationship Banking, Customer Experience, the Branches, and other key business units to support merchant services.

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Works closely with our processors and vendors to research and resolve merchant issues.

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Assists Card Services Management with the maintenance and continuous improvement of policies and procedures.

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Supports other merchant or Card Services functions, as assigned

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Risk Management Specific Duties: 

Swiftly responds to compromised card alerts by contacting customers and completing appropriate follow-up actions.

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Proactively role model our bank brand personalities and build meaningful connections with employees, customers and vendors.

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Stays abreast of card services industry trends and keeps customers informed of new, revised, or expanded services.

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Prepares reports required by Management and other internal stakeholders

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Interprets policies and procedures to make sound decisions on behalf of their respective team, and solicits input from Management when required.

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Review and approve entries to cardholder, merchant or risk and general ledger accounts, as required.

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Ensures that credit, debit card and merchant requests are timely and accurately executed.

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Complete all duties/tasks and projects as assigned to meet the needs of the department and/or business.

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Accounting & Reporting Specific Duties: 

Execute daily settlement procedures for our Credit Card product.

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Prepare various monthly, quarterly, and ad-hoc reports required by Management and other internal stakeholders.

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Oversee monthly billing for Credit Card, Debit Card/ATM, and Merchant Services.

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Oversee monthly remittance of credit life insurance dues.

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Prepare entries to general ledger accounts, as required.

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ATM Specific Duties: 

Prepares cash forecasting at all off-site ATM locations in Guam.

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Trouble-shoots and place service calls with ATM vendors as needed.

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Schedules and coordinates the Mobile ATM testing and set-up at local, community and bank-sponsored events.

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Merchant Services Specific Duties: 

Performs new merchant on-boarding procedures including online application (OLA), terminal download and testing, terminal installation, merchant training, and follow-up to ensure that new merchants are processing successfully.

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Researches and resolves merchant issues concerning billing, chargebacks, account maintenance, transactions, terminals, networking, hardware, software, etc.

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Coordinates with various stakeholders to resolve merchant chargebacks.

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Verifies and ensures required merchant files are archived in the bank’s electronic repository system.

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Provides on-site technical support or training, new terminal installations or replacements and delivery of supplies as needed during banking or on-call hours as scheduled.

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Risk Management Specific Duties: 

Handles credit and debit card disputes processing to ensure compliance with the federal regulations and network rules.

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Handles the investigation and response to cardholder/ATM fraud.

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Risk Management Specific Duties: 

Review and ensure timely responses to vendor provided fraud reports.

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Ability to perform root cause analysis and recommendations for fraud/compromise cases.

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Excellent command of policy, procedure, and card services industry. 

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Ability to communicate clearly and concisely, both orally and in writing. 

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Ability to balance multiple priorities and meet deadlines. 

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Intermediate to advanced skills in Microsoft Excel.

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Proficiency in Microsoft Word, PowerPoint, and Outlook. 

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Excellent listening and problem-solving abilities. 

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Must be highly organized and detail-oriented. 

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Ability to establish cross functional, collaborative relationships with internal Bank colleagues as well as outside vendors. 

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Knowledge of basic business principles and company goals and objectives. 

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General knowledge of the financial services industry, including governance, processes and systems. 

Bachelor's Degree

 in business, accounting, finance or related

OR

High School Diploma

or equivalent

Four years of experience in bankcard operations, banking, accounting, or equivalent (based on level of education)

Experience supervising teams preferred, but not required. 

Seeing: Must be able to read reports and use a computer

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Hearing: Must be able to hear well enough to communicate to coworkers

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Grasping / Feeling: Must be able to write, type, use phone

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Lifting / Pulling / Pushing

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Climbing / Stooping / Kneeling

X

Must be able to operate basic office equipment (PC, typewriter, fax, copier, and telephone) as well as new and emerging technology, including but not limited to smartphones, tablet devices, digital signage, and monitors. Must be proficient in Microsoft Office.