Card Service Representative

Municipal Credit Union•New York, NY

5d•$17 - $35

About The Position

At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people. Our Mission: To help hard-working New Yorkers build better tomorrows Our Vision: Be New York's most loved financial institution by helping our members build their best financial futures Overview: The Card Services Representative will have in-depth knowledge of Debit and Credit card networks' rules, regulations, and multiple computer systems. Reviewing, investigate, and resolving member debit and credit card dispute claims, and daily transactions. You will rely on available resources, instructions and pre-established guidelines to minimize any negative impact on member experience while mitigating potential financial risk. Thoroughly document and maintain dispute case information along with steps taken to perform claim investigations, and responses provided to customers. Act as a first point of contact to respond to any questions or correspondence from members. Act as a first point of contact to investigate branch inquiries regarding debit and credit card.

Requirements

College degree required or equivalent working experience.
Minimum 3-5 years relevant experience with card services industry and Visa/debit and credit regulations.
Knowledge of Regulation E, Z and applicable laws and regulations.
Possess a sense of urgency. Effectively set priorities, allocates resources, takes accountability and achieves results.
Ability to interpret and communicate data in a clear and comprehensible manner.
Proficient in Microsoft Office Suite, particularly Word and Excel.
Excellent listening and analytical skills.
Effective organizational, problem solving and multi-tasking skills.
Excellent verbal and written skills are key for functioning.
Ability to excel within a fast paced, demanding environment.
Proficiency in Microsoft for Windows Applications.

Nice To Haves

Results - We are passionate about winning.
Agility - We proactively anticipate, respond and pivot to ensure MCU wins.
Integrity - We operate with the highest ethical standards and highest degree of honesty.
Belonging - We cultivate a culture of inclusion and teamwork.
Ownership - We take personal responsibility and hold ourselves accountable for the results.

Responsibilities

Works daily credit, debit, and ATM card inquires including claim disputes evaluations and settlements to bring efficiencies to assure quality member service.
Respond to service events timely and efficiently
Perform card monitoring on a real-time or near-real-time basis to mitigate fraudulent card usage
Troubleshoot and resolve member concerns related to Debit and Credit card
Process disputes and track claim status through resolution, escalating issues to management as needed
Identify and monitor high-risk transactions; recommending actions such as account holds, restrictions, or closures
Communicate regularly with external stakeholders, such as cardholders, other financial institutions, and law enforcement.
Maintain adherence to Regulation as well as MCU policies and procedures.
Process various reports to track progress of claims or perform necessary steps of actions, as needed.
Collaborate with other departments to ensure fraudulent card issues are being delivered in accordance with designated timelines and appropriately fulfill members’ needs.
Maintain confidentiality of all financial data for members and the Credit Union.
Make sure activities are in compliance with local, state, and federal laws and regulations.
Monitor high-risk transactions.
Contact members via the phone and email.
Monitor activities on blocked, closed, over-the-limit, and lost or stolen accounts.
Perform other duties as requested.