CARD SERVICES REPRESENTATIVE

JOB MISSION:

Facilitates operation of Card Services Department by performing primary telephone support, clerical duties and assisting members/employees. Responsible for building and maintaining strong member relationships by conveying courtesy, attentiveness, and meeting members' needs quickly, yet with a high degree of accuracy.

JOB RELATIONSHIPS:

This position reports directly to the Card Services Assistant Manager. May have day-to-day contact with credit union members and credit union employees.

JOB STANDARDS:

  1. Performs primary telephone support and meets phone standards as well as department goals and objectives.
  2. Documents the report of lost or stolen cards and updates records on all systems. Generates new card requests.
  3. Understands and is able to explain account benefits and fee structures for all Card Services products.
  4. Ability to troubleshoot and make recommendations for department issues including STCU, Service Bureau, ATM, Shared Branch and VISA in a timely manner.
  5. Understands and remains current with Shared Branch procedures and FSCC rules. Attends FSCC training sessions as needed.
  6. Keeps abreast of current promotions and campaigns that pertain to the Card Services Department in order to meet established goals, strategies and objectives.
  7. Assists with daily STCU card orders. Assists with weekly Service Bureau card orders. Assists with monthly reissue of check and credit cards.
  8. Offers assistance to members/employees by telephone. Takes ownership of the issues and follows through on all commitments.
  9. Provides fraud research support.
  10. Reviews overdraft exception reports and cancels cards in order to prevent monetary losses. Ability to troubleshoot overdraft protection transfers and issues.
  11. Reviews and processes incoming mail from all branches. Processes Card Services Department return mail and contacts members to verify addressees before updating STCU system and re-mailing.
  12. Monitor Pemco, ATM and Shared Branch risk reports. Verifies accuracy with members via phone or letter correspondence in order to prevent fraud.
  13. Accesses OnBase for member statements and archived reports.
  14. Processes IntelliCAT PIN calculations and encoding. Processes IntelliCAT daily reports and updates STCU system appropriately.
  15. Creates and processes Positive Balance File for STCU and Service Bureaus.
  16. Downloads and archives daily ATM, Shared Branch and Pemco reports for STCU and Service Bureaus as necessary.
  17. Processes approved Check Card applications and Authorized User forms from front-line staff and verifies client records.
  18. Prepares and submits department procedural changes in a timely manner.

JOB QUALIFICATIONS:

  1. High school graduate or equivalent.
  2. At least one year VISA experience in a financial institution.
  3. Excellent oral and written communication skills.
  4. Call center experience preferred.
  5. Excellent computer skills including a proficiency in Microsoft Office products (Outlook, Word, and Excel)
  6. Proven ability with basic problem solving, trouble-shooting and decision-making capabilities.
  7. Proficient in basic mathematics.
  8. Available to work flexible hours and overtime as needed.
  9. Meets physical requirements of the job as described.
    a. Sitting for long period of time
    b. Ability to speak, hear and see
    c. Ability to operate a computer and mouse
    d. Some lifting (typically not more than 10 pounds)

We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status.

STCU, Your Financial Aide