Card Services Representative

Allegacy Federal Credit Union•Winston-Salem, NC

About The Position

At Allegacy, there’s a common thread that runs through all of us. It’s our commitment to doing right and our promise to members to always do the right thing for their wellbeing. Every employee in our organization is accountable to living out our brand in meaningful ways as our promise motivates our beliefs, our behaviors, and the benefits we share together. In order to achieve this state of success, this position is responsible for performing essential card related tasks timely and accurately to drive card utilization. Nature and Scope The employee will respond to staff inquiries and complete maintenance requests related to debit and credit cards for business and consumer products. This position will work closely with other team members to ensure that all daily responsibilities are completed in a timely manner ensuring compliance with procedures and regulations to deliver exceptional service and support.

Requirements

One to two years of customer service/operations experience.
Financial Institution or Credit Union experience preferred.
HS Diploma required.

Nice To Haves

Knowledge of VISA Regulations, preferred.

Responsibilities

Deliver exceptional member service to every member, every time by ensuring employees deliver consistently high quality service to both internal and external members that is in alignment with our Brand Culture.
Meet or exceed established service goals.
Ensure thorough understanding of expectations and consistently exhibit Allegacy behaviors.
Support all card related inquiries for consumer and business debit and credit cards.
Assist Card Service Dispute Specialists with fraud and non-fraud dispute related inquiries for debit and credit cards.
Perform general tasks with a high degree of accuracy including, but not limited to: Card orders Card maintenance and replacement Account maintenance Process daily debit and credit limit changes
Perform Balance Transfers
Travel notifications on card processing systems
Reward points redemption
Review exception reports and process in a timely manner.
Process credit card program switch requests, skip pay requests and credit balance refunds.
Process member tokenization notifications.
Monitor and support Instant Issue Services.
Process all returned cards for updated addresses and notate accounts accordingly; maintain and update returned card spreadsheet to assist front line staff.
Manually establish new credit card accounts for instant issuance.
Manage and monitor VIP services.
Work closely with other Card Services personnel to ensure that tasks are completed effectively and efficiently maintaining set SLAs.
Proactively identify opportunities that drive process or product efficiencies.
Perform other duties as assigned.