Card Services Representative

First Service Credit Union•Houston, TX

About The Position

Investigate and resolve card disputes on behalf of members. Aid members with managing their card accounts, including issuing, blocking, or renewing credit cards, ATM cards, and debit cards as needed. Essential Functions & Responsibilities: Provide support to members and co-workers, regarding card-related inquiries, including fraud disputes, account statements, transactions, and monetary adjustments, through various channels such as phone, email, and the Contact Center. Distribute card inventory stock to branches as needed, maintain card inventories for all issuance platforms, process all expedited card requests, and manage requests for support for foreign member’s credit and debit card accounts. Thoroughly research and verify member information as needed, then process all returned cards via mail using a dual control procedure. Provide exceptional service to members and coworkers alike. Adhere to the Card Services Department's performance standards, including response times for various inquiries, meeting deadlines for deliverables, accuracy in completed work, and interacting with others in a manner that fosters a productive, professional, and positive work environment. Process and manage all assigned reports, including Visa Exception reports, requests for placement cards, and corrections to non-fraud PIN suppression. Identify ways to enhance plastic products, mitigate risks to the credit union, and optimize the user experience for the plastic products. Perform other duties as necessary to ensure the success of the Card Services Department. Remain up-to-date on all laws, regulations, and policies relevant to the Card Services Department. Thoroughly assess how any potential changes to current departmental policies and procedures could disrupt operations.

Requirements

One year to three years of similar or related experience
A high school education or GED
Work involves extensive personal contact with others and is of a personal or sensitive nature
Motivating, influencing, and/or training others is key at this level
Fostering sound relationships with other entities becomes necessary and often requires the ability to influence and/or sell ideas or services to others

Responsibilities

Investigate and resolve card disputes
Aid members with managing their card accounts
Provide support to members and co-workers regarding card-related inquiries
Distribute card inventory stock to branches
Maintain card inventories for all issuance platforms
Process all expedited card requests
Manage requests for support for foreign member’s credit and debit card accounts
Thoroughly research and verify member information
Process all returned cards via mail using a dual control procedure
Process and manage all assigned reports
Identify ways to enhance plastic products, mitigate risks to the credit union, and optimize the user experience for the plastic products
Perform other duties as necessary to ensure the success of the Card Services Department
Remain up-to-date on all laws, regulations, and policies relevant to the Card Services Department
Thoroughly assess how any potential changes to current departmental policies and procedures could disrupt operations