Credit Card Rep I/II

Tower is offering a $1000 Signing/Retaining bonus as of 1/20/2025. 

Note: All full-time positions include exceptionally low medical premiums in addition to a whole host of other benefits.

HOURS FOR POSITION: Monday- Friday -8:00am-4:30pm

Hiring Range - $23.06-$28.83/hr

SUMMARY OF POSITION: 

The Credit Card Representative is responsible for performing all Credit Card processes in a timely and accurate manner to meet established daily deadlines. This is a direct member support role that requires effective, knowledgeable and professional service to our members and frontline staff typically over the phone and/or via email.   Duties include but are not limited to verification of all new Credit Cards created, daily error resolutions, balance transfer requests, other report verifications and validations, and quarterly billing input.  This position works with numerous Microsoft Word and Excel applications and is a daily production position working under strict deadlines for a smooth workflow.  Success in the position is a component of back office operations support of Tower’s competitive products and services for our members utilizing the Tower Credit Card loan program in concert with our credit card processor.  All functions are performed in support of Tower Policies, procedures and all State and Federal Regulations. 

PRINCIPAL FUNCTIONS and ACCOUNTABLILITIES: to be supplemented by specific Competency Summary for Levels I and II.

1. Provides timely and effective service to members and Tower staff in relation to all Credit Card inquiries with minimal supervision.  Incumbent is expected to arrive prepared at work, meetings and appointment on time.

2. Complete member requests for maintenance and account access to enable the use of credit cards.  This must be completed in a timely and professional manner that effectively meets the members’ service needs and is in compliance with Tower’s policy, procedures, and State and Federal Regulations.

3. Interacts directly with members, frontline staff, internal partners and internal customers to complete related daily tasks with minimal supervision relying on veteran knowledge and understanding of the Credit Card environment, industry requirements as well as Tower specific practices.  Incumbent is expected to consistently show high levels of proficiency in communicating these products and services and the surrounding technology both verbally and in writing to others when responding to inquiries from both members and Tower staff.  Incumbent will display original thinking by generating ideas to improve efficiencies in their workflow and promote quality.

4. With minimal supervision, research error resolution requests and adjust the member accounts in accordance with Tower’s standards and procedures as well as following all Federal Regulation guidelines.  Provide written documentation that communicates the resolution in a timely and professional manner.

5. Verify, prepare and post Tower’s monthly and quarterly Credit Card Brand Billing independently.

6. Proactively and timely record daily, monthly, quarterly and annual statistics utilizing reports or software applications, to accurately reflect Tower’s transactions and volumes.  The statistical information is then formatted for the review by, including but not limited to, Senior Management, Product Planning, Accounting, Vice President, Deposit Services and SVP, Operations & Technology. If discrepancies exist, they should be reported to the Generalist/Senior prior to sharing information.

7. Assist in researching, analyzing and compiling any factors or common denominators associated with any vendor or program errors, which are then communicated to the appropriate software vendor for modification to resolve root cause.

8. Verify, and process applications for Credit Card orders independently.  Perform report verification.  This position determines the appropriate charging of fees and/or accurately debits the member’s account (when applicable) in accordance with Tower’s policy and procedures in compliance with Federal regulations.

9. Will be cross trained on area tasks to provide depth of coverage to secure production via a rotation of duties based on business needs.  Incumbent will seek increased responsibilities, training and development opportunities and share own expertise with others.

LEVEL II Accountabilities – May also include a number of the types of responsibilities outlined below:

10. Expected to interact directly and independently with members, frontline staff, internal partners and customers to complete related daily tasks utilizing technology tools provided with no supervision or oversight.  Incumbent is expected to consistently reflect the high levels of proficient and team based behavior when communicating these products and services and the surrounding technology both verbally and in writing to others. 
11. Provides training, overviews and department procedure input of all job responsibilities within Credit Card services and for other departments as appropriate.

12. Independently researches, compiles, analyzes, draw conclusions and reports any technical or operational processing errors to the Generalist or Senior of the department.  Makes recommendations for pertinent action within Tower’s processing environment based on conclusions.

13. Acts as a liaison with credit card vendors as needed in support of the Senior/Generalist.

14. Leads research of inconsistencies between the transaction totals and the source documentation and prepares the related adjusting entries to the network and/or member accounts to rectify the discrepancies timely.

15. Leads/Assists with testing of the integrity of Tower’s core software vendor’s releases and patches in relation to Credit Card servicing to assure that all system commands, and macros are functioning properly.

REQUIRED QUALIFICATIONS: Competencies Chart must be included-used for levels I and II employment and career progression criteria.

Educational & Experience
Level I –High School Diploma and three to four years of related experience required. 

Level II – Two year Associates Degree preferred.  High School Diploma required.  Five or more years of related credit card processing experience required.  Have a current and active knowledge of regulations and legal environment governing credit card processing.

Note: Must meet all required competencies within a specified timeframe in order to promote to the next level

COMPETENCIES:

• Ability to accurately perform mathematical functions (add, subtract, multiply, and divide).
• Ability to apply concepts of fractions, percentages, ratios and proportions to practical situations.
• Must be proficient in reconciling and balancing transaction records and resolve any differences.
• Ability to effectively operate PC in Microsoft Windows, multi-network/media environment.
• Ability to read and interpret procedure manuals for implementation and incorporate into the daily
workflow.
• Ability to provide detailed explanation or instruction either in person or over the phone.
• Ability to maintain sensitive and confidential information for members as well as coworkers.
• Ability to interpret and explain complex technical instructions in mathematical or diagram form.
• Ability to identify, define and resolve problems by collecting data, establishing facts and drawing basic conclusions and/or writing general support documentation.
• Able to take and follow instructions and provide feedback as requested.
• Ability to work independently with little or no direct supervision.
• Ability to prioritize diverse job assignments effectively and meet established deadlines.
• Ability to respond to sensitive inquiries and complaints effectively with sensitivity and
confidentiality.
• Must be able to assist in resolving controversial or delicate matters skillfully.
• Ability to effectively interact professionally with colleagues and all levels of management.
• Ability to be an effective team member exhibiting team base role model behavior with mature emotional intelligence.
• Ability to inspire and lead others.
• Ability to prioritize diverse job assignments and meet established deadlines.
• Ability to compile tasks with accuracy and attention to detail during times high demand.
• Ability to assess own strengths and weaknesses and seek out training and development opportunities.
• Ability to seek out increased responsibilities and generate suggestions for improving work.
• Able to arrive at work routinely and promptly and demonstrate consistent dependability to include attendance.

WORK CONDITIONS:

• Ability to sit, stand and walk for extended periods and demonstrate sufficient dexterity and vision to operate a variety of office equipment.
• Ability to lift coin bags up to 50 pounds with or without assistance.
• Ability to work the hours needed which may extend beyond the defined work schedule when operating conditions dictate.
• This position description is not necessarily all inclusive in terms of work detail