Card Service Representative

About MCU

At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.

Our Mission:

To help hard-working New Yorkers build better tomorrows

Our Vision:

Be New York's most loved financial institution by helping our members build their best financial futures

Overview: The Card Services Representative will have in-depth knowledge of Debit and Credit card networks' rules, regulations, and multiple computer systems. Reviewing, investigate, and resolving member debit and credit card dispute claims, and daily transactions. You will rely on available resources, instructions and pre-established guidelines to minimize any negative impact on member experience while mitigating potential financial risk. Thoroughly document and maintain dispute case information along with steps taken to perform claim investigations, and responses provided to customers. Act as a first point of contact to respond to any questions or correspondence from members. Act as a first point of contact to investigate branch inquiries regarding debit and credit card. 

Responsibilities:

• Works daily credit, debit, and ATM card inquires including claim disputes evaluations and settlements to bring efficiencies to assure quality member service. 
• Respond to service events timely and efficiently 
• Perform card monitoring on a real-time or near-real-time basis to mitigate fraudulent card usage 
• Troubleshoot and resolve member concerns related to Debit and Credit card
• Process disputes and track claim status through resolution, escalating issues to management as needed
• Identify and monitor high-risk transactions; recommending actions such as account holds, restrictions, or closures
• Communicate regularly with external stakeholders, such as cardholders, other financial institutions, and law enforcement.
• Maintain adherence to Regulation as well as MCU policies and procedures.
• Process various reports to track progress of claims or perform necessary steps of actions, as needed.
• Collaborate with other departments to ensure fraudulent card issues are being delivered in accordance with designated timelines and appropriately fulfill members’ needs.
• Maintain confidentiality of all financial data for members and the Credit Union.
• Make sure activities are in compliance with local, state, and federal laws and regulations.
• Monitor high-risk transactions.
• Contact members via the phone and email.  
• Monitor activities on blocked, closed, over-the-limit, and lost or stolen accounts.  
• Perform other duties as requested.

Requirements:

• College degree required or equivalent working experience.
• Minimum 3-5 years relevant experience with card services industry and Visa/debit and credit regulations. 
• Knowledge of Regulation E, Z and applicable laws and regulations.
• Possess a sense of urgency. Effectively set priorities, allocates resources, takes accountability and achieves results. 
• Ability to interpret and communicate data in a clear and comprehensible manner. 
• Proficient in Microsoft Office Suite, particularly Word and Excel. 
• Excellent listening and analytical skills. 
• Effective organizational, problem solving and multi-tasking skills. 
• Excellent verbal and written skills are key for functioning.  
• Ability to excel within a fast paced, demanding environment.  
• Proficiency in Microsoft for Windows Applications.  

Why you'll be a good fit:

Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you’ll bring the following

Results - We are passionate about winning.

Agility - We proactively anticipate, respond and pivot to ensure MCU wins.

Integrity - We operate with the highest ethical standards and highest degree of honesty.

Belonging - We cultivate a culture of inclusion and teamwork.

Ownership - We take personal responsibility and hold ourselves accountable for the results.

Why You’ll Love Working Here:
 

The pay range for this position is between $17- $35.04/hr. Actual base pay offered may vary depending on a number of factors such as job-related knowledge, skills, experience, and location. Employees in this position may also be eligible for an attendance bonus, 401(k) with an 8% employer contribution per pay period, and overtime eligibility. Benefits for this position include Medical, vision, dental, life, and disability insurance, flexible paid time off and 11 paid holidays annually.

Municipal Credit Union (MCU) is an Equal Opportunity Employer. Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state or local laws.

We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.