Member Resolution Specialist

Lake Trust Credit Union•Brighton, MI

About The Position

More Than A Job! Why do you work each day? To us, our jobs are not just something we do to make a living, it’s a way to live. We work to support our members; whether celebrating moments of joy, finding a solution to an obstacle, or offering encouragement through a time of struggle. The worth of our work isn’t measured in dollars and cents, it’s seen in our communities and felt by the people who believe in us. Job summary The Member Resolution team is responsible for creating positive member interaction by delivering exceptional service via the phone, chats and emails. This role involves handling lost/stolen credit and debit cards, helping customers who are victims of fraud, troubleshooting issues with card denials, and taking applications for new credit card applications. In this position you will provide a high-quality member service using member wellbeing to understand the members’ emotional connection to the situation. This team will use member wellbeing to support a wide variety of functions around card services. This role will work closely with all lines of business within the Contact Center and the Card Operations Department.

Requirements

3-5 years of call center experience required
3-5 years of financial institution experience required
Understanding debit/credit card fraud
Proficient in computer skills including word, excel, and other credit union software.
Must be a tech savvy individual who has a high degree of adaptability to adjust quickly to change and priorities.

Responsibilities

Help members who are victims of fraud navigate the next steps, giving support and empathy in what can be an extremely difficult experience.
Debit cards increase. Credit applications for credit card increases.
Document all findings into a ticketing system to support the findings of fraud and provide provisional credit as needed. Work and update any internal tickets that are submitted.
Support expedited cards to members.
Provide support for cards via inbound and outbound member interactions.