Credit Card Services Representative

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JOB SUMMARY: The Credit Card Services Representative is responsible for assisting branches and members with servicing needs for credit card type products in a fast-paced environment. Must use knowledge of credit card related products and systems to view reports crucial to minimizing risk to the credit union.

JOB DUTIES:

• Assist branches and members with questions associated with credit card products via telephone, email, or secure message.
• Effectively and professionally communicate with employees, members, and non-members verbally as well as written communication whether it be by mail or email.
• Work closely with the Contact Center to provide Tier-2 member support for plastic servicing. Judgement and critical thinking needed for Tier 2 support to ensure we mitigate risks of fraudulent attempts and takeover of accounts.
• Work closely with Consumer Lending on new credit card accounts including report reviews for quality and assurance.
• Assist with balance consolidation requests for credit cards including reversals and stop payments.
• Assist with travel notifications via phone, email, or secure message.
• Respond to inquiries, resolve problems, and fulfill member and branch requests by researching and exploring alternate solutions and completing transactions in a timely and professional manner.
• Adhere to incentive program guidelines for quality communication to employees and staff.
• Work various reports relating to Credit Card Servicing functions timely to ensure risk is mitigated. Requires critical thinking and judgement.
• Recognize, document, and alert the Team Leader or AVP- Credit Card Manager of trends in member calls that could be the result of a fraud breach or scam.
• Perform file maintenance on existing accounts utilizing software systems designed for the credit cards.
• Keep up to date on product knowledge required for servicing our cards.
• Comply with Founders’ policies and procedures, as well applicable laws, regulations, and statutes issued by federal agencies such as NCUA and FFIEC, including, but not limited to, GLB and BSA. Employees have legal and regulatory obligations to respect and protect the privacy of information and its integrity and confidentiality.
• All other duties as assigned.

JOB SPECIFICATIONS:

• Previous financial experience and card experience desired.
• A high school diploma is required.
• Excellent phone skills and ability to multi-task required.
• Must have proficient math skills and critical thinking skills.
• Working knowledge of personal computer operations preferred.
• Individual must be a self-starter and constantly aware of the necessity for meeting deadlines.
• Must possess sound judgement as report duties help mitigate risk to the credit union. Individual must also be detail oriented and capable of planning, following up and controlling all job duties assigned.

Candidate must be available Monday - Thursday, 8 a.m. - 5 p.m.; Friday 8 a.m. - 6 p.m.

Benefits provided include the following:

• Paid Time Off
• Paid Holidays
• Family-oriented culture that values work/life balance
• Retirement Plan (401k with employer contributions Pension Plan fully funded by FFCU)
• Comprehensive Health and Dental Insurance
• Life and Accidental Death & Dismemberment Insurance (at no cost to employee)
• Voluntary Supplemental Life Insurance coverage for employee, spouse, and children
• Health Care and Dependent Care Flexible spending accounts
• Long Term Care Plan
• Short-Term and Long-Term Disability Insurance
• Tuition reimbursement to assist with furthering education
• Certifications - Assistance with achieving and maintaining
• Fit Founders Wellness Program

A pre-employment criminal background check, drug screen, consumer credit investigation, and previous employer reference check will be required.

EOE

Candidate must be available Monday-Thursday 8am-5pm, Friday 8am-6pm