Card Services Representative I

GESA CREDIT UNION•Richland, WA

2d•$20 - $30•Onsite

About The Position

Reporting to the Card Services Manager/Team Leader, the Card Services Representative I performs day-to-day operations within the Card Services Department that support a plastics product and plastics user experience that is simple, reliable, competitive in the marketplace, and provides value for members and staff, all while balancing the inherent risk of the card products. Representative I assist members, employees, and vendors with card related inquiries and actively seeks out ways to enhance the capabilities of the Card Services Team, improve the plastics products, limit risk to the credit union, and improve the plastics user experience.

Requirements

General knowledge of the operations of Gesa Credit Union and a strong understanding of the Card Services Department, and Gesa’s debit and credit card products
Understanding of the Credit Union difference.
Strong interpersonal, customer service, and listening skills.
Experience with Microsoft Office programs.
Proficient with software applications and reporting.
Effectively communicate ideas and information, both verbally and in writing.
Ability to make informed decisions.
Must consider multiple factors such as user experience, risk, and financial impact, to determine the best possible outcome in a given scenario.
Must complete work reliably and with great accuracy to minimize negative member impact and potential risk to credit union.
Ability to quickly grasp and adapt to changes in business models and new technologies.
Strong knowledge of troubleshooting skills, techniques, and tools.
Contribute to process improvement efforts.
Strong organizational skills and the ability to adhere to schedules and project deadlines.
High School diploma or equivalent.
One (1) year of similar or related experience, preferably in a credit union environment.
Proficient with standard office equipment, MS software programs; familiarity with standard reporting programs.

Nice To Haves

Some travel may be necessary to fulfill duties, career development, and training.

Responsibilities

Perform day-to-day operations for card related items such as account, system, and card maintenance.
Assist members, employees, and vendors with card related inquiries such as fraud/disputes, account closings, card transactions, and fees through various channels (including phone, email, service tickets, etc.).
Offer exceptional service to both members as well as coworkers.
Abide by performance standards for the Card Services Department including response times for various inquiries, meeting deliverable due dates for various items, accuracy in completed work, and interacting with others in a way that supports a productive, professional, and positive relationship.
Assist with fraud and dispute intake and documentation for debit and credit card disputes.
Actively seeks out ways to enhance the capabilities of the Card Services Team.
Communicate opportunities for such enhancement recommendations to the Card Services Team Leader.
Attend credit union training session for Card Services Department.
Maintain an awareness of laws, rules, regulations, policies, and procedures that affect the Card Services Department, and evaluate the impact of proposed changes to existing department policies and procedures.
Have a general knowledge of all service products offered by Gesa, and the ability to assist members with general Gesa questions when needed.
Maintain and protect all sensitive data utilizing the highest standard of confidentiality and professionalism.
Perform other duties as necessary to ensure the success of the Card Services Department.