ESSENTIAL FUNCTIONS AND SUPPORTING DUTIES:
- Respond to member inquiries regarding credit, debit, and ATM cards via phone, email & internal applications.
- Assist members with card activation, PIN setup, and usage instructions.
- Address and resolve member complaints and issues related to card transactions, including lost/stolen cards, fraud, and unauthorized charges.
- Process new card applications, renewals, and replacements.
- Monitor cardholder accounts for unusual or suspicious activity and take appropriate action.
- Assist with card limit adjustments, account updates, and other card-related requests
- Inventory instant issue debit, gift, reloadable card stock, and provides support staff with instant issue branch system.
- Settle and balance ATM/ITM machines, debit and/or ATM, identify/post reject and exception items.
- Utilize all Credit Union procedures and computer tools to create and generate reports and correspondence.
- Handle cardholder disputes by investigating and resolving transaction errors or unauthorized charges.
- Liaise with card networks, vendors, and other financial institutions to resolve disputes and ensure timely reimbursement to members.
- Maintain accurate records of disputes and resolutions.
- Ensure all card services activities comply with credit union policies, procedures, and regulatory requirements.
- Adhere to security protocols for handling sensitive member information.
QUALIFICATIONSANDREQUIREMENTS:
Required Education: High school diploma or equivalent.
Preferred Education: Any relevant certifications (e.g., in fraud prevention or card services, word & excel).
Preferred Experience: Previous experience in a financial institution, particularly in card services or member services.
Required Knowledge: General credit union operational procedures to include but not limited to credit card terms and conditions, basic accounting principles; loan processes and procedures; member services, member accounts, e-branch/e-statements, ATM and debit cards.
Skills and Abilities:
- Ability to adhere to BayPort Credit Union’s Core Values: Integrity, Be Bold, Compassion, Diversity, Innovation, It’s On Me, and One Team.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and attention to detail.
- Proficiency in using computer systems and software relevant to card services.
- Ability to work independently and as part of a team.
OTHER REQUIREMENTS:
- Occasional overtime may be required during peak periods or to resolve urgent issues
This job description is not an all-inclusive list of the responsibilities, skills, working conditions or essential functions of this job. Management reserves the right to modify, add or remove essential functions as business needs warrant.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and reserve the right to perform pre-employment substance abuse testing.