Card Services Clerk

Description

Job Summary

The primary function of this position is to assist the Credit Union in achieving its vision to become the preferred financial service provider for all members. This is achieved by providing outstanding service to internal, external, and potential members that meet the Service Promises and Standards of the credit union. A key component of this service is to identify the members’ financial needs and recommend appropriate Credit Union solutions. 

Safeguards member information and Credit Union vital records in a manner commensurate with the sensitivity of the information and in compliance with the Credit Union's information security policies, standards, and procedures.

Responsible for all Debit Card functions including Instant Issue, Reward Points and Transactions. Must be able to assist both the internal and external member with card related issues across all platforms and systems.  

Primary Responsibilities

• Provides exceptional member service to all internal, external, and potential credit union members.
• Functions as a guide for Financial Centers regarding Instant Issue troubleshooting and questions. 
• Assists members with questions over the phone, in person or with written correspondence regarding regulations, use of Debit Card or dealing with merchant discrepancies.
• Process debit cards rejects.
• Process ATM checks.
• Perform ATM check research and reconciliation when necessary.
• Maintains Debit Card Reward system and research requests from members.
• Processes incoming instant issue requests for Debit Cards from centers upon demand.
• Blocks lost/stolen accounts and order new card(s) if applicable. Matches card reorder forms to card orders. Follows up on missing requests.
• Processes returned mail-blocks cards and updates accounts as applicable.
• Process all address/name changes for credit/debit cards, ordering new plastic if necessary. 
• Performs other duties as assigned and support all areas of the credit union and its affiliates.

Requirements

Skill Requirements

• Exceptional customer service skills
• Proven problem solving, conflict resolution and time management
• Effective interpersonal skills
• Initiative/self-starter
• Listening, oral, and written communications
• Goal oriented
• Detail oriented

Candidate Profile

• Bright
• Verbal
• Assertive
• Approachable
• Enthusiastic
• Flexible

Other Requirements

• A high school diploma or general educational development (GED) diploma. Twelve (12) months related experience and/or training preferred, or equivalent combination of education and experience
• Must be bondable
• Must adhere to all applicable Bank Secrecy Act (BSA), Anti-Money Laundering (AML), and Office of Foreign Assets Control (OFAC) laws and regulations.

Technical Requirements

• Microsoft Word and Excel
• Fax, calculator
• Mathematical skills
• Utilize certain functions of Credit Union’s computer system

Physical and Environmental Demands

• The employee must frequently sit for extended period.
• The employee must frequently lift or move object weighing up to 10 pounds and carry object usually holding it in the hands or arms, or on the shoulder.
• The employee must frequently handle or finger objects. 
• The employee must frequently receive auditory information by listening in person and/or by phone.
• The employee must frequently express or exchange ideas by means of the spoken work in person or via phone to impart oral information to individuals or groups.
• Specific vision abilities required by this job is clarity of vision at 20 inches or less.

Environmental Demands

• The employee must frequently work with frequent interruptions through a variety of channels including phone, chats, cases, and emails.