What are the responsibilities and job description for the Card Services Representative position at EdFed?
Job Summary:
Interacts with cardholders and member-facing internal staff via phone, providing quality support for all card-related service issues. Responsible for answering all inquiries related to ATM, debit and credit cards, including researching reasons for declined transactions, assisting with card activation, and reissuing cards as applicable.
Duties and Responsibilities include:
- Answers incoming calls promptly, ensuring outstanding service is provided.
- Demonstrates excellent communication and active listening skills.
- Accurately identifies cardholder needs and provides solutions and/or alternatives.
- Resolves card-related issues including activation, transaction declines, and card reissuance.
- Notates card records with travel information per cardholder requests.
- Able to work in a fast-paced team environment to meet both individual and team-based performance goals.
- Able to navigate multiple applications and systems to conduct research and perform tasks.
- Maintains a working knowledge of the cardholder Rewards program and card benefit products to assist with cardholder inquiries.
- Works daily reports as assigned.
- Performs other duties as assigned by management.
