Description

Role: 

Assist members with daily operations of their card accounts; control issuing, blocking, or renewal of credit cards and Debit cards. Monitor and act on system alerts of possible card fraud and submit card fraud each month for write off. Review monthly card reissue reports. 

Requirements

Essential Functions and Responsibilities:

• Processes approved credit/debit applications; orders cards and sets up member files in computer system; verifies accuracy of cards issued and sends cards to member.
• Researches and resolves member inquiries regarding account statements, disputes, and monetary adjustments.
• Assists members in the use of online/mobile banking software products; answers questions about products and services and resolves problems that are within their authority to resolve; refers problems that are beyond their authority to their supervisor, along with their recommendations.
• Maintains member account information on computer system.
• Troubleshoots any online/mobile banking software, hardware and network problems and coordinates with technical support and vendors as necessary to quickly resolutions.
• Monitors operations for service quality ensuring all card products are delivered within established quality standards.
•  Monitors all card services to ensure they are in compliance with established policies, regulations, and laws.
• Works with Accounting Department to provide transaction report totals and exception information for cards related to General Ledger reconciliation.
• Performs annual Abandoned Property due diligence and required reporting.
• Provides members with information and direction regarding their account status, requests, payments, and rights and obligations associated with the account; processes member requests for charge-backs according to established policy.
• Submits Credit and Debit card fraud write offs monthly and processes write offs after approval.
• Monitors and posts exceptions for cards and all electronic services according to procedure.
• Contacts and opens tickets with vendors and/or processors for assistance in troubleshooting issues when needed, including monitoring status and providing updates as needed until resolved.
• Prepares and balances card related reports and accounts.
• Maintains related files and control records.
• Performs other job-related duties required or assigned.

Performance Measurements:

• Process all card requests within two (2) hours of receipt, with zero errors.
• Block all identified accounts within ten (10) minutes of receiving notice.
• Coordinate credit and debit card settlements according to established policies and procedures.
• Provide prompt, informed and accurate service and support to all members and associates by responding to email, messages, and other correspondence within two (2) hours.
• Develop and maintain knowledge of all relevant policies and procedures to ensure compliance with applicable regulations.
•  Troubleshoot and resolve member and internal inquiries in a timely and accurate manner.

Knowledge, Skills, and Abilities:

• Experience: 6 months to two years of similar or related experience, financial services industry preferred.
• Education: A high school education or GED.
• Interpersonal Skills: A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.
• Other Skills: Ability to interpret regulations and laws and disseminate information. Ability to organize and prioritize work and meet deadlines. Strong verbal, written and public speaking skills and interpersonal skills. Knowledge of regulations within the credit union industry. Strong word processing skills. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to use hands to finger, handle, or feel objects, tools, or controls. The employee is occasionally required to stand, walk, and talk or hear. The employee must occasionally lift and/or move up to 30 lbs. Specific vision abilities required by this job include close vision and the ability to adjust focus.