The Credit Card Administrator will deliver a high level of financial processing support and customer service to UBC customers and external stakeholders on all Credit Card Program activities.
The incumbent will process all credit card applications / cancellations, monitor, reconcile and investigate errors and exceptions in large and complex credit card accounts, and ensure all credit card transactions are correct and conform to UBC policies and procedures and external legislations.
The incumbent will facilitate understanding of Credit Card Program whilst resolving queries and outstanding issues. Organizational Status
Reporting to the Credit Card Program Lead, the Credit Card Administrator works closely with all levels of faculty and administrative units across the University.
The position will also liaise with credit card program suppliers and other external stakeholders as required. Work Performed
Credit Card Program
Acts as the primary point of contact for queries related to credit card program(s). Resolves difficult and / or complex credit card holder issues and inquiries.
Liaises with and maintains relationships with Faculty / Admin Unit to ensure client needs are met and a high level of customer support is provided
Responsible for all credit card program activities such as : review / verify applications, process, issue cards, and cancellations of cards
Reviews and verifies applications for new faculty / staff for the credit card program
Processes applications to determine eligibility against established criteria
Issues new cards and cancels expired cards (or cards for employees who leave the organization)
Investigates issues with individual credit cards, and the program as a whole, to satisfactorily resolve incidents
Prepares complex reports and statistics. Prepares / runs appropriate electronic processes for the disbursement of departmental transactions of all University credit card transactions, following up on any exceptions or outstanding transactions and ensuring all transactions are cleared on a monthly basis.
Prepares / runs appropriate FMS validation processes for allocation defaults, following up with cardholders to obtain appropriate data as required.
Resolves complex issues related to all cards (locked accounts, transactional increases, replacement card, renewals and other)
Provides input to the development and implementation of the credit card program and related improvement initiatives
Supports the transition of users to UBC's primary card program (new users or existing users from other programs)
Engages with campus community to increase usage of UBC's online payment tool (OPT) and leads the transition of new users to OPT
Runs reports, analyzes, and identifies issues with spending within Faculties and Departments. Working with the credit card program lead, develops plans to address issues and enhance the program, while maintaining good controls
Provides advice and guidance to the UBC campus community in accordance to University's financial policies and related credit card program topics
Establishes and maintains relationship with UBC's credit card program suppliers, Liaises with the service provider(s) in resolving day to day program issues
Works with Credit Card Provider(s) to resolve day to day issues
Financial / Process
Participates in identifying processes and systems that require improvement, and making recommendations for changes
Participates in the development of standard operating procedures, templates and training materials to support the credit card program.
Conducts monthly financial activities to successfully support the credit card program (may include reconciliation to GL, file transfers with card providers, EFT transfer of rebates, etc.)
Coordinates and provides training and support for faculty and staff on credit card related policies and procedures across the University.
Identifies and performs actions required to maintain accurate consumer application and existing customer records
Provides information for monthly key performance indicators to senior management and analyzes relevant data to make recommendations on required improvement
Process owner for UBC's credit card program(s) Supervision Received
Works independently under the direction of the Credit Card Program Lead. The role will perform work in accordance with established procedures and accepted practices.
Performance is evaluated against project and / or objectives, as measurable results are achieved. Supervision Given
Will formally train new staff on work procedures, and / or oversees the work of students and / or temporary staff. Consequence of Error / Judgement
The Credit Card Administrator plays an important role in the successful delivery and administration of the Credit Card program.
Inappropriate actions taken or ignored by the Senior Credit Card Administrator will have a direct impact on how efficiently and effectively the systems and processes will perform and function.
Errors in judgment, poor analysis, or failure to act decisively could have a detrimental effect within Financial Operations and on the campus at large resulting in financial losses and significant liability to the University. Qualifications
High School graduation. Certificate in Accounting or Payroll CPA Level 1. UBC financial experience and FMS certification is an asset 4 years related experience or the equivalent combination of education and experience.
A high level of experience in the use of MS Office including Word, Excel, and Outlook is needed
Minimum of 4 years' experience working in an office setting
Experience in managing credit card programs is an asset
Ability to multi-task and prioritize projects
Able to complete complex administrative tasks with minimal supervision
Excellent written and verbal communication skills
Understand ethical behavior and business practices
Establish and maintain positive working relationships with others
Ability to maintain accuracy and timeliness in performance of duties
Ability to work in multi-disciplined teams
Must possess the ability to exercise tact and discretion
Demonstrated interpersonal, communication and organization skills are necessary to foster and maintain effective working r relationships both internally and externally
Emphasis on customer service experience and pursuit of customer service excellence is essential.
Equity and diversity are essential to academic excellence. An open and diverse community fosters the inclusion of voices that have been underrepresented or discouraged.
We encourage applications from members of groups that have been marginalized on any grounds enumerated under the B.C. Human Rights Code, including sex, sexual orientation, gender identity or expression, racialization, disability, political belief, religion, marital or family status, age, and / or status as a First Nation, Metis, Inuit, or Indigenous person.
All qualified candidates are encouraged to apply; however Canadians and permanent residents will be given priority.