Role: Investigate and resolve card disputes on behalf of members. Aid members with managing their card accounts, including issuing, blocking, or renewing credit cards, ATM cards, and debit cards as needed.

Essential Functions & Responsibilities:

•      Process all credit, debit, and ATM transactions, including payments, limit adjustments, and travel notifications. Additionally, identify emerging fraud patterns that threaten our cardholders and propose fraud prevention strategies.

• Provide support to members and co-workers, regarding card-related inquiries, including fraud disputes, account statements, transactions, and monetary adjustments, through various channels such as phone, email, and the Contact Center.

• Distribute card inventory stock to branches as needed, maintain card inventories for all issuance platforms, process all expedited card requests, and manage requests for support for foreign member’s credit and debit card accounts.

• Thoroughly research and verify member information as needed, then process all returned cards via mail using a dual control procedure.

• Provide exceptional service to members and coworkers alike. Adhere to the Card Services Department's performance standards, including response times for various inquiries, meeting deadlines for deliverables, accuracy in completed work, and interacting with others in a manner that fosters a productive, professional, and positive work environment.

• Process and manage all assigned reports, including Visa Exception reports, requests for placement cards, and corrections to non-fraud PIN suppression.

• Identify ways to enhance plastic products, mitigate risks to the credit union, and optimize the user experience for the plastic products.

• Perform other duties as necessary to ensure the success of the Card Services Department.

Remain up-to-date on all laws, regulations, and policies relevant to the Card Services Department. Thoroughly assess how any potential changes to current departmental policies and procedures could disrupt operations.

Performance Measurements:

1. Provide friendly, informed, professional, accurate service and support to all members and associates.

2. Complete assigned processes with limited errors while meeting required deadlines and policies.

3. Produce reports accurately and in a timely manner.

4. Troubleshoot and resolve members and internal inquiries in a timely and accurate manner.

Knowledge and Skills:

Experience - One year to three years of similar or related experience.

Education - A high school education or GED.

Interpersonal Skills - Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.