Card Services Specialist

Citizens Bank & Trust

 POSITION DESCRIPTION

 POSITION TITLE:   Card Services Specialist

DEPARTMENT:         Deposit Operations (Research and Recon Team)

CLASSIFICATION:    Non-Exempt  

 REPORTING RELATIONSHIP

 POSITION REPORTS TO:     Research and Recon Team Lead / Deposit Operations Director

OSITIONS SUPERVISED: None

 POSITION SUMMARY 

The position of the Card Services Specialist is primarily responsible for processing Cardholder disputes in compliance with Regulation E guidelines, which includes the handling of cases from initiation to the finalization. This includes the tracking and posting of the funds either by providing provisional credit to the customer’s account, processing the money flow through the Shazam system and balancing the GL’s and DDA accounts associated for those purposes.  Additionally, the Card Services Specialist will also process, and respond, to Zelle disputes in accordance with Zelle Fraud reporting requirements and Regulation E when applicable. The Card Services Specialist will support the other duties as assigned for the Research and Reconciliation Team. 

 ESSENTIAL DUTIES & RESPONSIBILITIES

 Responsible for the intake, logging, and evaluation of Cardholder Disputes, reviewing the forms for accuracy and the Shazam system to determine whether chargeback rights are available.

• Following Reg E guidelines for the required timing of provisional credit, required correspondence, for Cardholder and Zelle Disputes
• Responding to dispute cases submitted by other institutions through the Zelle Early Warning site and reporting fraud scams via the Jack Henry Paycenter Portal as required by Zelle.
• Processing Subpoena fulfillment and logging them for BSA review.
• Processing Levies, Garnishments, Notice of Freeze as well as other legal documentation as required.
• Reconciliation of Internal Checking and General Ledger Accounts
• ATM Balancing
• Zelle Settlement Balancing
• Support for the Branches and internal customers via the ticketing system platform
• Processing branch cash orders and shipments from the Federal Reserve site
• Processing foreign checks and balancing our account with our correspondent partner FNBB
• Reconciling our account and general ledger with the Federal Reserve
• Processing and logging DNE and Reclamation notifications and returning funds as required
• Assist with annual Escheatment.
• Perform customer research and tax corrections.
• Other duties as assigned

 OTHER SKILLS/QUALIFICATIONS

• Strong analytical and reading comprehension skills
• Must be well organized and have good attention to detail
• Must have excellent verbal and written communication skills
• Must have problem solving and time management skills
• Ability to work as a team, be self-motivated and productive in a consistently evolving environment

QUALIFICATIONS

     Education: High School Diploma

• Experience: Prior banking experience is preferred
• Certifications/Knowledge: Proficient with general office machines and programs to include Microsoft Office Word, Excel, Outlook and or other applicable software

PHYSICAL DEMANDS   

There are no unusual physical demands for this job.  May occasionally have to lift up to 25 pounds, typical of most office positions.  This position requires a large amount of time in front of a computer therefore requires the ability to sit for long periods of time.  May be required to travel occasionally. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

 This position is located in a cubicle environment detached from the official bank location. Specialist in this role should be accustomed to a professional business office environment in manner and dress. They should demonstrate excellent human relations skills with customers and bank employees and must be willing to participate as a team member.

 COMPLIANCE WITH REGULATORY REQUIREMENTS

 Each associate is responsible for compliance with all applicable regulatory requirements affecting the banking industry as well as applicable Citizens Bank & Trust programs, policies and procedures. When an associate has supervisory responsibilities, he or she will make certain that their staff understands their responsibilities to comply with applicable regulatory issues and internal programs, policies and procedures.

Equal Opportunity Employer/Affirmative Action & E-Verify Employer/Drug Free Workplace

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