Card Member Services Representative I-1

CEFCU•Peoria, IL

13d•$18 - $21

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! Handles tier two member inquiries over the phone and via eForm for CEFCU’s Insured Money Market Account (IMMA) and three Checking programs: Checking, Dividend Checking, and Second Chance Checking. Directs and manages tier two member service functions for CEFCU’s card programs: Credit Card, Debit Card, and Gift Card. Prioritizes member security while reporting account fraud and dispute notifications to the Card Risk/Accounting team in accordance with Regulation E. Utilizes the Debit Card Approval System (DBT) to perform ATM and/or Purchase Limit increases while making proper judgement calls for exceptions needed outside of the automated decisioning system. Evaluates and responds to transaction denials, merchant declines/referrals, and payment posting errors using multiple third party processing systems. Performs related account maintenance on Host, card processor, network, and check vendor systems. Maintains a proper knowledge level of CEFCU products and services received through multiple delivery channels. Hours: Monday - Friday 8:00 a.m. - 4:30 p.m.

Requirements

High school diploma or equivalent.
Ability to learn Excel, Word, Outlook, CEFCU Mainframe applications and apply at a proficient level within 10 week training period.
Ability to learn vendor applications and apply at a proficient level within 10 week training period.
Ability to resolve conflict, think critically, and respond appropriately to members in heightened emotional states.

Nice To Haves

Prior experience in technical environment.
Experience in Card Services Department or a thorough, commensurate knowledge of department functions, procedures, policies, and associated Checking and card programs.
Good writing skills and proven ability to manage complex projects within deadlines.
Knowledge of Regulation D, E, Z and CC, credit/debit and Electronic Funds Transfer (EFT) network rules and regulations, and Electronic Funds Transfer Act (EFTA)/Uniform Commercial Code (UCC) laws.
Applicable college business courses (Accounting, Business Math, Business Finance, Law Business Communications, Economics and basic Credit or related classes).

Responsibilities

Handles tier two member inquiries over the phone and via eForm for CEFCU’s Insured Money Market Account (IMMA) and three Checking programs: Checking, Dividend Checking, and Second Chance Checking.
Directs and manages tier two member service functions for CEFCU’s card programs: Credit Card, Debit Card, and Gift Card.
Prioritizes member security while reporting account fraud and dispute notifications to the Card Risk/Accounting team in accordance with Regulation E.
Utilizes the Debit Card Approval System (DBT) to perform ATM and/or Purchase Limit increases while making proper judgement calls for exceptions needed outside of the automated decisioning system.
Evaluates and responds to transaction denials, merchant declines/referrals, and payment posting errors using multiple third party processing systems.
Performs related account maintenance on Host, card processor, network, and check vendor systems.
Maintains a proper knowledge level of CEFCU products and services received through multiple delivery channels.

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