Tower Federal Credit Union · 8 hours ago
Credit Card Rep I/II
Laurel, MD
Full-time
Onsite
Entry, Mid Level
$23.06/hr - $28.83/hr
3+ years expTower Federal Credit Union is seeking a Credit Card Representative to perform all Credit Card processes accurately and timely. This role involves direct member support, managing inquiries, processing applications, and ensuring compliance with regulations while working under strict deadlines.
Responsibilities
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
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
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
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
Verify, prepare and post Tower’s monthly and quarterly Credit Card Brand Billing independently
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
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
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
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
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
Provides training, overviews and department procedure input of all job responsibilities within Credit Card services and for other departments as appropriate
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
Acts as a liaison with credit card vendors as needed in support of the Senior/Generalist
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
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
Qualification
Required
High School Diploma and three to four years of related experience required for Level I
Two year Associates Degree preferred for Level II. High School Diploma required
Five or more years of related credit card processing experience required for Level II
Current and active knowledge of regulations and legal environment governing credit card processing
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
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
Benefits
$1000 Signing/Retaining bonus as of 1/20/2025
Exceptionally low medical premiums
A whole host of other benefits
Company
Tower Federal Credit Union
Tower Federal Credit Union was founded in 1953
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Richard Stafford
President & CEO
Recent News
Maryland Daily Record
2026-01-03
Tower Federal Credit Union
2025-09-04
Company data provided by crunchbase