Senior Card Services Representative

Municipal Credit Union•New York, NY

About The Position

The Senior Card Services Representative is knowledgeable with all the processes in the card services department for the products they support. They will be proficient in processing and maintaining Credit, Debit and ATM card transactions, and have familiarity with Zelle and ACH products. They will complete the most complex and difficult work and are responsible for performing a variety of escalated functions using investigative and analytical skills, employing operational knowledge and identifying any issues that arise and escalate appropriately to the leadership team, all while ensuring a provide a positive member service experience.

Requirements

Associates degree required or equivalent work experience.
Minimum five years of customer service skills
Self-starter with strong organizational and analytical skills.
Demonstrated record of performance in an operational environment.
Strong understanding of dispute processing and resolution including chargebacks, pre-arbitrations, arbitration, and compliance with Regulation E / Z / CC.
Extensive knowledge of rules and regulations for governing ATM/check and credit card billing disputes and Visa rules and regulations.
Ability to handle challenging situations (i.e.: diffusing customer anger, negotiating with merchants).
Highly ethical
Ability to perform in a high-volume environment and meet deadlines while maintaining exceptional attention to detail.
Technologically proficient in Microsoft programs / Symitar.

Responsibilities

Ensuring premier member service experience by maintaining knowledge, engaging with members, making sure members feel valued and consistently applying defined service standards.
Provides process direction to other associates by creating and maintaining the functional specification for each process and product
Conducting work stream-level reviews and analysis to proactively engage required technical tasks/actions and issues.
Contact members via phone and email as needed.
Participate in performing the most complex processes of the department including, but not limited to, member service functions, accounting reconciliations/correction research and resolving escalated calls.
Assist in shadowing assigned employees in their areas of work including credit and debit cards related functions.
Research and respond to service event requests and inquiries in accordance with department SLA’s.
Analyze daily/weekly/monthly operations performance, workflows, and trends to make performance improvement recommendations to management.
Review and recommend new methods and procedures to increase efficiency.
Review Member complaints as necessary, complete research and respond as needed.
Review and block ATM, debit and credit cards when necessary.
Review and perform file maintenance on Quick Assist and Symitar to include but not limited to changing and updating names, addresses, update payment billing cycles and process balance transfer requests.
Administer restrictions on member accounts as applicable
Cultivate strong working relationships and build trust among team members
Serve on committees and partner across the organization to implement improvements in processes.
Respond promptly to department tasks and workflow balance within Synapsys assigned functions.
Fosters all team culture within the department by providing open lines of communication and cooperation between all areas
Participate in scheduled regular staff meetings
Advise Management of any potential legal issues or credit union risk exposure
Assist other units and departments with processing as requested by management
Comply with department policies and procedures to include all Federal, State, and network rules and regulations.
Develop expertise and maintain internal controls of the various systems (Symitar / Centrix / Member Connect, Etc…), and responding to changes as needed.
Maintain sensitive and confidential information; exercise tact and diplomacy in dealing with highly sensitive, complex and confidential issues and situations.
Perform other related duties as requested and special projects as assigned.