CARD SERVICES REPRESENTATIVE

JOB DESCRIPTION

POSITION SUMMARY

Integral to supporting all aspects of the Credit Union’s debit and credit card programs. Communicates and interacts with members and staff to provide assistance on all card related issues. Responsible for performing cardholder maintenance, blocking and ordering cards, investigating fraud/disputes, and assisting with credit card applications and functions. Works collaboratively to ensure smooth day-to-day operations of the Card Services Department.

EDUCATION AND/OR EXPERIENCE

High school diploma or the equivalent. Minimum 1-year experience working in a financial institution preferred.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

Must possess a basic knowledge of credit union services, products, procedures, and policies. Demonstrates a general understanding of Windows, Microsoft O365, and other computer related applications. Must possess above average telephone and organizational skills with excellent oral and written communication.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Card Services Functions

• Answer and assist all incoming calls and emails promptly, addressing member concerns regarding cards and providing resolutions where possible.
• Assist in troubleshooting member issues with card-related digital channels, including card management solutions and mobile wallet services.
• Perform card maintenance for debit and credit programs, including processing payments, adjustments, and ScoreCard rewards maintenance requests.
• Resolve fraud cases for debit and credit cards, reissuing cards as necessary. Follow up on cases where no member response has been received and process debit card disputes through the appropriate channel.
• Prepare and deliver member communications via print and email professionally.
• Review and approve mobile wallet requests. Complete daily mobile wallet reports for debit cards diligently.
• Originate new credit card accounts promptly through the appropriate channel, ensuring all necessary documentation is received.
• Review and monitor daily card fraud alerts in Verafin. Take necessary actions to confirm activity.
• Securely process debit and credit cards returned to the Credit Union by the postal service.
• Ensure the completion of daily debit and credit reports as assigned.

Risk and Compliance Management

• Required to follow policy and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), OFAC, the USA Patriot Act, and Customer Due Diligence (CDD). Understands that failure to comply with these requirements may be subject to strong disciplinary action, up to and including termination by the Credit Union, as well as civil and criminal penalties.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to sit, stand, walk, and use hands to operate a standard computer. Employees may be required to sit for an extended period of time. Reasonable accommodation may be made to enable people with disabilities to perform essential functions; see HR (Human Resource

EXTERNAL RELATIONSHIPS

Reports to the Director of Digital Delivery and Card Operations. Has regular contact with Credit Union employees and members. Has limited contact with outside vendors.

HOURS

The hours of this job are standard and related to the needs of the membership and business flow. General hours are 8:00 AM – 5:00 PM, Monday through Friday and some Saturday hours may be required, although hours may change based on Credit Union and staffing needs.

We are an Equal Opportunity Employer. All qualified applicants will recieve consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disablility, veteran status, or any other characteristic protected by federal, state, or local laws.