Card Services Representative I

Card Services Representative I

Schedule: Monday-Friday 8:30 am to 3:00 pm

Pay Rate $22.65

Temporary Position

Summary

The Card Services Representative I, will provide support to members and assist with the security of our plastic card portfolio. Perform general card maintenance and provide assistance to branches for general card troubleshooting. Be cross trained in the dispute resolution process to assist Card Services Specialist as needed.

Essential Functions

• Working knowledge of Card Services including, but not limited to dispute/fraud processing, card exceptions, pulling cards, troubleshooting card issues, and digital wallets.
• Review daily/weekly card files (pulling cards, rushing PINs)
• Review Card Limits Report on a monthly basis and if needed perform card maintenance to adhere to credit union card limits.
• Post daily ATM Network Exceptions.
• Balance deposit transaction totals for each ATM on a daily basis.
• Reconcile GL for each ATM on a monthly basis.
• Create travel notifications for debit and credit cards submitted by chat or branches.
• Perform general card maintenance (limit increases, activations, block bypass, blocked cards) submitted by chat or branches.
• Provide Digital Wallet support by troubleshooting, sending out enrollment notices to members, and revoking or reinstating user access.
• Process daily Debit Card Exceptions Report. Identify why cards were not sent out and report patterns that create exceptions on cards to Contact Center Manager.
• Process returned credit and debit cards by contacting members and arranging pick-ups with branches.
• Assist or provide back-up in the following areas:
• Foreign ATM disputes.
• Review Case Action and New Transaction Reports. (CO-OP, Insight Center)/
• Send out dispute letters of adjustment or reversing of credits, and/or final resolution.
• Research and provide resolution of issues related to card transactions and card usage.
• VISA Quarterly Report.
• Member Service duties including Contact Center tasks.
• Knowledgeable of all credit union products and services, in particular those relating to cards including ATMs, debit and credit cards.
• Maintain a high degree of confidentiality and privacy of member accounts by following security and internal control procedures.
• Continuously check card services voicemail and reply to branch or member requests within (1) business day.
• Accurately perform Symitar functions and CO-OP functions, as required.
• Verify members prior to providing account information or transactions in compliance with the credit union’s policies and procedures.
• Ability to perform all operations/member service transactions in a proficient manner and comply with all regulations. Assist members with card blocks, disputes, card limit increases, and provide general information.
• Performs all other duties as assigned.

Qualifications

• Requires excellent communication and member service skills.
• Exhibit the skills to recognize the need to be readily available for incoming calls adjusting to changes in call volume to effectively meet demand and reduce wait times when volume is at its peak.
• High School Graduate. Preferred: Associate’s Degree in Business, Marketing, Communications or related field.
• Minimum three years of similar or related experience is necessary. Preferred: 2-years’ experience in a financial institution.
• Basic knowledge and understanding of banking processes including lending, branch operations, card services, and online banking in order to promote an excellent member experience.
• Fluent in Spanish is helpful, but not required.
• Working knowledge in Windows based systems and Microsoft programs including Word and Excel.

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 accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; talk or hear. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Pay: $22.65 per hour

Expected hours: 30.0 per week

Work Location: In person

Salary : $23