Description

Performs daily support functions necessary for SLFCU’s credit, debit and ATM card programs to operate properly. Interacts with members, numerous Credit Union departments, various vendor service providers and third-party processors while responding to different types of inquiries, problems and account conditions while adhering to all regulatory and operational regulations and policies. Emulates and promotes the Credit Union’s core values at all times.

Job Duties:

• Provide effective, accurate and timely delivery of card products and services.
• Develop and maintain Card Services information and knowledge to support internal and external stakeholders.
• Contribute to a productive and cooperative team environment through open communication to prevent issues and to facilitate procedural compliance and effectiveness.
• Assist with credit/debit/HELOC/ATM card tasks in the Card Services Department to support effective member relations.
• Support special projects, anticipating challenges and providing solutions and recommendations to minimize interruption of services.
• Support internal and external members through effective knowledge sharing and support services in alignment with the Credit Union’s core values.
• Provide a superior member experience by actively listening to and assessing the needs of the member, identifying and recommending solutions, and referring members to the appropriate person or department.
• Maintain up to date knowledge and awareness of pertinent regulations affecting the card service area.
• • Adhere to all regulatory and compliance processes and procedures when processing card support functions such as Regulation E and chargeback procedures, fraud notifications, communications with members, and general ledger balancing.
• Assist in processing and preparing monthly, quarterly and annual reports for the credit union.
• Assist members and credit union staff with all digital and mobile wallet card support issues including emerging technologies.
• Cross-train in other departments as needed and attend all training relative to position. Assist management in training staff and developing processes and procedures.
• Maintain an excellent knowledge of financial services offered by the Credit Union; to be knowledgeable of competitors services.
• Perform other duties as requested by management.

Requirements

Experience and Knowledge:

• Minimum two years’ experience working with credit cards; debit cards and ATM cards.
• Experience with general ledger accounting, credit and/or debit cards, and ATM settlement.
• Good understanding of various card product operations, features and benefits.
• Thorough knowledge of Credit Union products and services, features, and benefits.
• Proficient in the use of personal computers (i.e. Windows and Microsoft Office). Demonstrates ability to learn and use in-house and third-party software.
• Experience and knowledge using and supporting digital and mobile wallet services.
• Knowledge and basic understanding of card network processing and functions.

Education:

• High school degree or GED equivalent.

Interpersonal Skills:

• Provides excellent service to external and internal members.
• Demonstrates daily the Credit Union’s commitment to maintaining a close and caring touch with its members.
• Able to handle difficult situations and persons in a positive and professional manner.
• Ability to work independently and incorporate strong problem-solving solutions.
• Functions effectively within a team environment.

Communication:

• Possesses excellent verbal and written communication skills.
• Able to explain card related topics clearly and succinctly to others.

Other Skills:

• Ability to take initiative on service issues and requests and communicate openly and effective with all parties involved.
• Demonstrates good time management skills; able to handle multiple tasks/deadlines and work independently.
• Exhibits high standards in accuracy, judgment, initiative and ingenuity.
• Good math skills.