Senior Card Services 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 Senior Card Services Representative is knowledgeable with all the processes in the card services department for the products they support. They will be proficient in processing and maintaining Credit, Debit and ATM card transactions, and have familiarity with Zelle and ACH products. They will complete the most complex and difficult work and are responsible for performing a variety of escalated functions using investigative and analytical skills, employing operational knowledge and identifying any issues that arise and escalate appropriately to the leadership team, all while ensuring a provide a positive member service experience.

Responsibilities:

Specific duties include, but are not limited to, the following:

• Ensuring premier member service experience by maintaining knowledge, engaging with members, making sure members feel valued and consistently applying defined service standards.
• Provides process direction to other associates by creating and maintaining the functional specification for each process and product
• Conducting work stream-level reviews and analysis to proactively engage required technical tasks/actions and issues.
• Contact members via phone and email as needed.
• Participate in performing the most complex processes of the department including, but not limited to, member service functions, accounting reconciliations/correction research and resolving escalated calls.
• Assist in shadowing assigned employees in their areas of work including credit and debit cards related functions.
• Research and respond to service event requests and inquiries in accordance with department SLA’s.
• Analyze daily/weekly/monthly operations performance, workflows, and trends to make performance improvement recommendations to management.
• Review and recommend new methods and procedures to increase efficiency.
• Review Member complaints as necessary, complete research and respond as needed.
• Review and block ATM, debit and credit cards when necessary.

• Serve on committees and partner across the organization to implement improvements in processes.
• Respond promptly to department tasks and workflow balance within Synapsys assigned functions.
• Fosters all team culture within the department by providing open lines of communication and cooperation between all areas
• Participate in scheduled regular staff meetings
• Advise Management of any potential legal issues or credit union risk exposure
• Assist other units and departments with processing as requested by management
• Comply with department policies and procedures to include all Federal, State, and network rules and regulations.
• Develop expertise and maintain internal controls of the various systems (Symitar / Centrix / Member Connect, Etc…), and responding to changes as needed.
• Maintain sensitive and confidential information; exercise tact and diplomacy in dealing with highly sensitive, complex and confidential issues and situations.

Requirements:

• Associates degree required or equivalent work experience.
• Minimum five years of customer service skills
• Self-starter with strong organizational and analytical skills.
• Demonstrated record of performance in an operational environment.
• Strong understanding of dispute processing and resolution including chargebacks, pre-arbitrations, arbitration, and compliance with Regulation E / Z / CC.
• Extensive knowledge of rules and regulations for governing ATM/check and credit card billing disputes and Visa rules and regulations.
• Ability to handle challenging situations (i.e.: diffusing customer anger, negotiating with merchants).
• Highly ethical

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 $22.23-46.78/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.