Card Services Representative I or II
Company Name:
Arca24.com
Salary period: Annual
Position Overview The Card Services Representative I provides exceptional phone and email support to members and employees in the areas of debit and credit cards, ATMs, and shared branching. Representatives also perform daily job duties surrounding departmental processes to ensure smooth and efficient operation of the Card Services Department.
Principal Accountabilities o Departmental Duties Assist members and staff with questions relating to Credit, Debit, and Instant ATM Cards, ATMs, and Shared Branch. Assist with the resolution of issues in a timely manner. Assist members and staff with questions relating to promotions, interest rates, and fee calculations Assist members and staff with the documentation of transaction disputes, fraud, and account discrepancies. Document the report of lost or stolen cards, bock cards, and update records on all systems. Generate new and replacement card requests. Process Travel Notification and loan Transaction correction requests by updating all applicable systems to avoid disruption of service to members. Process Debit Card applications, Authorized User, and Surrender of Visa forms from front-line staff and verify records for accuracy. Process PIN calculations and daily reports, updating systems appropriately. Download and archive daily/monthly processor reports for STCU as necessary. Review, distribute, and process incoming mail. Process departmental returned plastics, contact member, and gain appropriate address documentation. Access member statements and archived reports. Monitor Credit Card, Debit Card, ATM and Shared Branch risk reports and verify accuracy with members via phone or letter correspondence in order to prevent fraud and monetary losses. Review overdraft exception reports and close cards in order to prevent monetary losses. Assist with overdraft protection transfers and issues. Perform daily card order processes and monthly reissues as needed.
o Member and Staff Relations Provide telephone and email support, adhering to communication policies and standards, as well as department goals and objectives. Offer assistance to members and staff. Take ownership of the issue and follow through on all commitments. Provide members and staff with outstanding service in all interactions. Resolve member service issues and problems with professionalism, compassion, and respect.
o Miscellaneous Duties Participate and/or consult on departmental or organizational projects that contribute to the evolvement of STCU's culture and strategic vision and/or achievement of goals. Contribute as an effective project team member and complete all tasks and assignments in a timely manner. Perform additional duties as assigned by your manager or other designee for the efficient operation of the department and the organization. This includes the possibility of being assigned temporarily to other locations.
Fundamental Expectations o Standards of Conduct Contribute to the development of STCU's culture and strategic vision; the achievement of organizational goals; and support and emulate the Core Values. Foster and maintain constructive relationships.
o Compliance, Security and Disaster Recovery Adhere to and maintain knowledge in compliance standards for the department and the organization. Adhere to security procedures and fraud controls to protect members, staff, and assets. Recommend changes to the disaster recovery plan for the department.
o Procedures and Process Improvement Maintain knowledge in and adhere to policies, procedures and established processes in order to support compliance requirements for the department and the organization overall. Recommend policy / procedural changes and process improvements to assist in the achievement of the strategic goals of the organization.
o Personal Development Dedicate time for self-development and increase job skills and knowledge. Participate and successfully complete professional training and credit union required courses.
o Team Participation Contribute to and support a positive work environment to ensure an effective, high performing and cohesive team. Actively participate and contribute to meetings.
Minimum Requirements o Knowledge, Skills and Abilities High School Diploma or equivalent required. Minimum one year customer service experience, preferably in a financial services environment. Demonstrated ability to communicate effectively and professionally, both verbally and in writing. Proficient knowledge of MS Office programs including Outlook, Word and Excel. Strong interpersonal skills required, including maintaining positive relationships and excellent customer service skills. Ability to work effectively and collaboratively in a diverse work group, as well as independently with minimal supervision. Ability to adapt to changes and prioritize and manage competing demands. Ability to read, analyze and interpret data and understand and communicate complex and diverse information. Ability to solve practical problems and deal with a variety of situations exercising flexibility and sound judgment in a fast-paced environment. Ability to make practical and timely decisions and explain reasoning for decisions. Strong work ethic required, including the ability to complete duties on time, consistently arrive at work on time as scheduled, and ability to work flexible hours and overtime as needed.
o Physical Abilities Must be able to regularly talk, hear, and operate a computer keyboard and mouse. Occasionally lift, pull/push, and carry up to 10 pounds.
o Work Environment Exposure to constant or intermittent sounds at a low or moderate level consistent with an office setting. Exposure to high-stress, fast-paced, deadline-oriented environment.Estimated Salary: $20 to $28 per hour based on qualifications.
Arca24.com
Salary period: Annual
Position Overview The Card Services Representative I provides exceptional phone and email support to members and employees in the areas of debit and credit cards, ATMs, and shared branching. Representatives also perform daily job duties surrounding departmental processes to ensure smooth and efficient operation of the Card Services Department.
Principal Accountabilities o Departmental Duties Assist members and staff with questions relating to Credit, Debit, and Instant ATM Cards, ATMs, and Shared Branch. Assist with the resolution of issues in a timely manner. Assist members and staff with questions relating to promotions, interest rates, and fee calculations Assist members and staff with the documentation of transaction disputes, fraud, and account discrepancies. Document the report of lost or stolen cards, bock cards, and update records on all systems. Generate new and replacement card requests. Process Travel Notification and loan Transaction correction requests by updating all applicable systems to avoid disruption of service to members. Process Debit Card applications, Authorized User, and Surrender of Visa forms from front-line staff and verify records for accuracy. Process PIN calculations and daily reports, updating systems appropriately. Download and archive daily/monthly processor reports for STCU as necessary. Review, distribute, and process incoming mail. Process departmental returned plastics, contact member, and gain appropriate address documentation. Access member statements and archived reports. Monitor Credit Card, Debit Card, ATM and Shared Branch risk reports and verify accuracy with members via phone or letter correspondence in order to prevent fraud and monetary losses. Review overdraft exception reports and close cards in order to prevent monetary losses. Assist with overdraft protection transfers and issues. Perform daily card order processes and monthly reissues as needed.
o Member and Staff Relations Provide telephone and email support, adhering to communication policies and standards, as well as department goals and objectives. Offer assistance to members and staff. Take ownership of the issue and follow through on all commitments. Provide members and staff with outstanding service in all interactions. Resolve member service issues and problems with professionalism, compassion, and respect.
o Miscellaneous Duties Participate and/or consult on departmental or organizational projects that contribute to the evolvement of STCU's culture and strategic vision and/or achievement of goals. Contribute as an effective project team member and complete all tasks and assignments in a timely manner. Perform additional duties as assigned by your manager or other designee for the efficient operation of the department and the organization. This includes the possibility of being assigned temporarily to other locations.
Fundamental Expectations o Standards of Conduct Contribute to the development of STCU's culture and strategic vision; the achievement of organizational goals; and support and emulate the Core Values. Foster and maintain constructive relationships.
o Compliance, Security and Disaster Recovery Adhere to and maintain knowledge in compliance standards for the department and the organization. Adhere to security procedures and fraud controls to protect members, staff, and assets. Recommend changes to the disaster recovery plan for the department.
o Procedures and Process Improvement Maintain knowledge in and adhere to policies, procedures and established processes in order to support compliance requirements for the department and the organization overall. Recommend policy / procedural changes and process improvements to assist in the achievement of the strategic goals of the organization.
o Personal Development Dedicate time for self-development and increase job skills and knowledge. Participate and successfully complete professional training and credit union required courses.
o Team Participation Contribute to and support a positive work environment to ensure an effective, high performing and cohesive team. Actively participate and contribute to meetings.
Minimum Requirements o Knowledge, Skills and Abilities High School Diploma or equivalent required. Minimum one year customer service experience, preferably in a financial services environment. Demonstrated ability to communicate effectively and professionally, both verbally and in writing. Proficient knowledge of MS Office programs including Outlook, Word and Excel. Strong interpersonal skills required, including maintaining positive relationships and excellent customer service skills. Ability to work effectively and collaboratively in a diverse work group, as well as independently with minimal supervision. Ability to adapt to changes and prioritize and manage competing demands. Ability to read, analyze and interpret data and understand and communicate complex and diverse information. Ability to solve practical problems and deal with a variety of situations exercising flexibility and sound judgment in a fast-paced environment. Ability to make practical and timely decisions and explain reasoning for decisions. Strong work ethic required, including the ability to complete duties on time, consistently arrive at work on time as scheduled, and ability to work flexible hours and overtime as needed.
o Physical Abilities Must be able to regularly talk, hear, and operate a computer keyboard and mouse. Occasionally lift, pull/push, and carry up to 10 pounds.
o Work Environment Exposure to constant or intermittent sounds at a low or moderate level consistent with an office setting. Exposure to high-stress, fast-paced, deadline-oriented environment.Estimated Salary: $20 to $28 per hour based on qualifications.
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