Global Cards Solutions Specialist II - Member Experience

United Nations Federal Credit Union • Long Island City, NY

4d • Hybrid

About The Position

Upholds UNFCU’s commitment to service excellence by independently managing and resolving card inquiries, with sound judgment with timely and effective solutions. Assist with other functions within the department to meet service level agreements. Execute all member service-related tasks within the department effectively and accurately. This position is expected to be hybrid, 2 days a week in the office, with additional in-office days as business needs require.

Requirements

• Bachelor’s degree, or some college coursework completed, or equivalent work experience
• 2-4 years of experience related to debit and credit card processing
• Ability to work independently and within a team environment

Nice To Haves

• Computer proficiency with basic to intermediate knowledge of Microsoft Word, Excel and PowerPoint

Responsibilities

• Uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.
• Ensure excellent member service and satisfaction by managing assigned email and case management queues and independently resolving card-related issues through effective written and verbal communication.
• Process card order requests (express/standard delivery) to designated locations/duty stations as directed by the member.
• Perform necessary maintenance/adjustments to members’ cards, block accounts, and complete transfers.
• Provide support to Contact Center, Retail Branches and Representative Offices for card related member inquiries and escalations.
• Maintain working knowledge of department functions to resolve member inquiries and determine appropriate escalation paths within established service level agreements.
• Recommend enhancements to card products and services that improve the member experience.
• Identifies and escalate systemic issues impacting member experience using multiple card servicing systems to research, analyze, and resolve member inquiries.
• Process financial adjustments within Cards core systems (DNA and Springboard).
• Review daily reports when necessary.
• Review and update department procedures in accordance with department timeframes to ensure proper documentation is established.
• Complete required training classes.
• Perform additional responsibilities as assigned.
• Ensure compliance with federal and state laws and regulations and UNFCU’s Code of Ethics & Business Conduct.

Benefits

• Service excellence

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree