Card Member Services Manager

CEFCU•Peoria, IL

About The Position

Are you ready to make the most of your talents and abilities, while helping others make the most of their finances? Apply to join Team CEFCU! CEFCU member service team members are critical to the success of the credit union. They provide a professional, knowledgeable, and caring experience when members contact us. We are looking for individuals who are personable, articulate, and positive to add to our already awesome team! Directs and manages staff dedicated to Tier 2 member service and error resolution for Checking, Dividend Checking, Insured Money Market Account (IMMA), and CEFCU’s credit and debit card programs. Controls and monitors activities to ensure quality member service, capable and knowledgeable staff, and expense minimization. Directs and manages staff dedicated to researching member (unauthorized or fraudulent) credit card and debit card transactions, compromised card situations and transaction exceptions (no/invalid card account number, closed CEFCU accounts, etc.), performing initial member interview, reviewing transactions from multiple resources (CEFCU and vendor systems), processing credit and debit card transaction disputes using vendor case management solution. Utilizes data to effectively manage staff, workflow, call management, and set call center goals. Updates and maintains training manuals, job procedures, intranet product and department webpages, and knowledge base for the continuous development of weekly staff and business continuity. Provides the highest quality member experience, for both internal and external members. Accountable to support member experience initiatives, goals, and training.

Requirements

Associate’s degree or 64 hours towards a bachelor’s degree.
4-6 years' experience leading or supervising in a call center environment or equivalent combination of education and experience.
Analytical, active listening and critical thinking skills.
Ability to communicate effectively both verbally and in writing.
Ability to multi-task, organize, prioritize, and follow multiple projects and tasks through to completion.
Knowledgeable about Internet, PC operating systems, browsers, smart and browser-based cell phones and other mobile devices.
Ability to learn and understand multiple core and vendor systems to support staff and escalated member service.

Nice To Haves

Bachelor’s degree with concentration in business administration, management information systems, accounting, finance or four-years related experience/training; or equivalent combination of education/training and experience.
Familiarity with Checking, Debit Card, and Credit Card services, the Internet, and project management.
General understanding of payment processing systems.
Underwriting/decision making experience on consumer applications.
Training and presentation experience.
Familiarity with Payment Card Industry Data Security Standards (PCI DSS), FFIEC, Anti-money Laundering, Bank Secrecy Act, Truth in Lending Act/FACT Act, CARD Act, and federal and state laws, particularly Regulation E, Z, CC.

Benefits

Financial
Merit-based raises
Health and Welfare
Generous paid time off (Holiday, Personal or Sick Time, Vacation)
Comprehensive Medical, Dental, and Vision coverage (PPO, HDHP)
Flexible Spending Plan (Medical Reimbursement Account and Dependent Care Reimbursement Account)
Health Savings Account
Voluntary Benefits (Accident Plan, Critical Illness Plan, Hospital Indemnity Plan)
Life Insurance
Accidental Death & Dismemberment Insurance
Disability Benefits
Defined Benefit Plan – Pension
Defined Contribution Plan – 401K
Additional Benefits
Employee Assistance Program
Tuition reimbursement
Career growth through internal job postings
Management Development Program: formal mentoring and training
Opportunities to help improve and build the CEFCU of tomorrow through process teams
Opportunities to personally contribute to corporate financial literacy and community initiatives
Casual days to support local charities
Employee discounts on entertainment, cell phone plans, theme park tickets, and more
On-site fitness center, fitness classes, and wellness program