Card Service Representative

Chief Financial Credit Union • Rochester Hills, MI

3d • Hybrid

About The Position

At Chief Financial Credit Union, our Card Services team helps keep one of the most important parts of our members’ financial lives running smoothly. A member’s card may stop working when they need it most. A transaction may not look right. A card may be lost or compromised. Or a teammate may need help figuring out how to resolve a card-related issue. That’s where you come in. As a Card Service Representative I, you’ll help members and employees navigate card questions, resolve everyday servicing needs, process fraud claims, and make sure card accounts are handled accurately and securely. This is a great opportunity for someone who enjoys solving problems, digging into details, and helping people — while also understanding that protecting our members and the Credit Union is just as important as providing great service. You’ll become a go-to resource for card servicing and build valuable knowledge in payments, fraud prevention, card operations, and financial services along the way. This position is classified as an in-office role. We believe being together during training is important to learning our systems, understanding our culture, and building strong connections with your team. Once fully trained and consistently meeting performance expectations, employees may have the opportunity to work remotely 1–2 days per week, based on department and business needs. Remote work is not guaranteed and may vary over time.

Requirements

• A year of similar or related experience, ideally in a credit union, bank, financial institution, card services, payments, fraud, or another complex service environment.
• Enjoy investigating problems and figuring out what happened — not just passing the issue along.
• Communicate clearly and professionally with members, coworkers, and outside partners.
• Strong attention to detail and understand why accuracy matters when working with financial information.
• Can balance helping the member with following procedures, protecting accounts, and managing risk.
• Are comfortable handling confidential or sensitive situations with discretion, diplomacy, and tact.
• Can navigate computer systems and Microsoft applications confidently while managing multiple tasks and priorities.
• Know when you can resolve something independently and when a situation needs to be escalated.
• Take ownership of your work and follow through on requests, claims, reports, and communications.
• Enjoy working with other departments and being someone teammates can rely on for help.
• Are interested in learning more about cards, payments, fraud prevention, financial services, and emerging technology.
• Are comfortable working toward individual and department service, quality, accuracy, productivity, and performance expectations.
• Have a high school diploma or GED.

Responsibilities

• Help members and employees with card-related questions and provide clear, accurate information and direction.
• Process everyday card servicing requests, including card orders, reissues, reprints, and proactive card maintenance.
• Help members when something doesn't look right by processing, filing, investigating, and monitoring card-related fraud claims.
• Troubleshoot routine card issues and work toward resolving questions on the first contact whenever possible.
• Balance great member service with fraud prevention, account security, and responsible risk management.
• Maintain accurate card portfolio information, reports, and data used for operational and compliance purposes.
• Respond promptly and professionally to member, employee, vendor, email, and system-based communications.
• Work closely with branches, the Contact Center, Accounting, Lending, and other teams to resolve card-related issues.
• Partner with external vendors when needed to help solve problems and keep card operations moving.
• Follow established procedures and use good judgment to recognize when a complex, high-risk, or unusual situation needs to be escalated.
• Look for recurring issues and opportunities to make Card Services processes and the member experience better.
• Continue building your knowledge of financial services, card and payment programs, fraud prevention, and emerging technology.

Benefits

• Medical insurance — Blue Cross Blue Shield PPO and BCN HMO options with a $500 deductible
• Employer contribution toward medical, dental, and vision premiums
• Insurance waiver rebate for eligible employees who do not need medical coverage through Chief
• 401(k) employer contribution
• $50,000 in employer-paid life insurance
• Employer-paid Short-Term Disability (STD) and Long-Term Disability (LTD) coverage
• Paid holidays
• Generous vacation and PTO
• Tuition reimbursement program after one year of employment (qualifying terms apply)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED