NHS Human Services, Inc.

Job Description

At WSFS Bank, we empower our Associates to grow their careers, guide our customers to secure their financial futures, and actively support our Communities so they can fully thrive. Careers with WSFS Bank offer an inclusive and supportive culture, competitive salaries, advancement opportunities, and more. We are the region's locally headquartered bank and wealth management company. We are honored to consistently be named a Top Workplace by our Associates, who make a difference every day for the people, businesses, and Communities we serve. We Stand For Service® is more than part of our name, it's our mission and our purpose.

The Card Services Specialist I will be responsible for handling a variety of routine and non-routine functions and services for WSFS Debit (Personal/Business), Credit Card, ATM, HELOC, and Prepaid (Gift) cards. The position requires the ability to investigate research and provide error resolution for disputes, potential fraudulent activity, cardholder record maintenance issues; card status maintenance issues and/or compliance concerns.

Job Responsibilities:

• Provide stellar customer service to WSFS internal and external customers.
• Complete production tasks including dispute processing, lost/stolen processing, card maintenance, travel notifications, etc.) adhering to established departmental SLA's, controls, policies and procedures.
• Handle all aspects of customer EFT/POS disputes within Regulation E and VISA guidelines; apply conditional credits, Cardholder correspondence and monitor chargebacks-in-process.
• Serve as a subject matter expert for all Associates to provide support to branches/Call Center, including Managers with BankCard related questions and issues.
• Investigate all disputed debit card transactions to reduce the Bank's losses; analyze requests to determine appropriate actions; mitigate fraud loss.
• Provide assistance to Cardholders regarding the chargeback and representment process, not limited to Merchant communication.
• Responsible for the daily reconciliation of the BankCard general ledgers and timely processing of charge offs.
• Process daily Card Association settlement for Debit, Credit, and Prepaid Card programs.
• Escalate anomalies, issues and problems, such as fraudulent activity, to the department Manager and/or Operational Risk.
• Perform new card set-up, cardholder record maintenance, and card status maintenance.
• Perform related clerical functions and duties and special projects as assigned.
• Perform other duties and/or special projects as required.
• Manage timelines for assigned queue workflow and participates in maintaining the timeliness requirements amongst all queues assigned to the function.

Minimum Requirements:

• 2-3 years of experience or equivalent in a transaction services operation.
• Must have an Associate's degree or equivalent work experience. A Bachelors' degree is preferred.
• Must have knowledge of Visa Operating rules and Federal regulations, preferably in a high-volume, deadline-oriented service environment.
• Must have knowledge of assigned operations and compliance regulations, analytical and technical skills required to perform the job effectively.
• Must have excellent oral and written communication skills, as well as excellent listening ability.
• Must have excellent customer service skills to service both the internal and external customer.
• Must have the ability to investigate research and provide error resolution for disputes, cardholder record maintenance issues; card status maintenance issues and/or compliance concerns.
• Must have the ability to manage timelines for assigned queue workflow and participates in maintaining the timeliness requirements amongst all queues assigned to the function.
• Must have the ability to organize a high number of rapidly changing priorities.

WSFS Bank is inclusive and supportive of indivi ual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the WSFS Bank Careers website or submission process, please contact us via email at careers@wsfsbank.com.

WSFS is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.