Card Member Services Representative I

CU Ninjas; Peoria (IL); Hybrid; USD 26,000 - 30,000; Full time

Benefits offered by this job

Medical, Dental, and Vision coverage

401K

Paid time off

Tuition reimbursement

Career growth opportunities

Job summary

CEFCU seeks personable, articulate agents to deliver top-tier service for members. You will handle card and checking program questions via phone, email, and chat, resolving issues with accuracy and care.

Hybrid role after training, with Saturday hours. The position emphasizes problem solving, empathy, and a solid understanding of CEFCU products and procedures.

Qualifications

• High school diploma or equivalent.
• 0-2 years’ customer service or call center experience.
• 0-2 years’ experience in Card Services or knowledge of Checking and card programs.
• Ability to learn Excel, Word, Outlook, CEFCU Mainframe applications within 10-week training period.
• Ability to learn vendor applications (e.g., Fiserv Hostlink, Mastercard Connect, Velera) within 10-week training period.

Responsibilities

• Provides tier two member/internal service via phone, forms, emails, and instant messages to answer questions and resolve problems regarding CEFCU’s Checking, Dividend Checking, IMMA, and card programs.
• Researches suspicious and fraudulent card transactions and processes disputes using vendor case management tools.
• Performs time-sensitive cardholder maintenance including card replacement, travel plans, payments, payoffs, and per diems.
• Evaluates transaction denials, merchant declines, and payment posting errors and analyzes risk to adjust fraud strategies.
• Maintains knowledge of CEFCU regulations and products through multiple delivery channels.

Skills

Customer service

Communication

Conflict resolution

Problem solving

Attention to detail

Education

High school diploma or equivalent

Tools

Excel

Word

Outlook

CEFCU Mainframe

FISERV Hostlink

VSoft

Mastercard Connect

Job description

Are you ready to make the most of your talents and abilities, while helping others make the most of their finances? We are looking for individuals who are personable, articulate, and positive to add to our already awesome team!

CEFCU member service team members are critical to the success of the credit union. They provide a professional, knowledgeable, and caring experience when members contact us.

Provides tier two member/internal service via phone calls, eForms, emails, and instant messages to answer questions and resolve problems regarding CEFCU’s Checking, Dividend Checking, Insured Money Market Account (IMMA), and credit and debit card programs. Researches suspicious and fraudulent credit/debit card transactions and processes disputes using vendor case management solution. Performs time sensitive cardholder maintenance including card replacement, travel plans, credit card payments, credit card balance transfers, and calculates credit card payoffs, cash advance corrections, and per diems. Evaluates transaction denials, merchant declines, and payment posting errors and analyzes risk to add/remove fraud strategy override for authorizations denied by fraud rules, escalates unusual or suspicious transaction or account situations to Fraud Prevention & Response. Maintains a proper knowledge level of regulations and CEFCU products and services through multiple delivery channels.

Provides the highest quality member experience, for both internal and external members.

Hours: Monday - Friday: 7:30 a.m. - 6:00 p.m. Saturday: 9:00 a.m. - 3:00 p.m.

Hybrid work-from-home after successful completion of training.

Flexibility in scheduling is required. Saturdays are required with a day off throughout the week.

Required Qualifications

• High school diploma or equivalent.


• 0-2 years’ customer service or call center experience.


• 0-2 years’ experience in Card Services or a thorough, commensurate knowledge of department functions, procedures, policies, and associated Checking and card programs.


• Ability to learn Excel, Word, Outlook, CEFCU Mainframe applications such as Account Information File (AIF), Automated Debit Card Approval (DBT), CEFCU Tele-Servicing System (CTI), Cross Reference File (XRF); Member Information File (MIF), Member Account File (MAF); Microsoft Office, and apply at a proficient level within 10-week training period.


• Ability to learn vendor applications, including Fiserv (Hostlink, ROWnet), Harland Order Point, Mastercard Connect, Velera (mConsole, QuickAssist), and VSoft, and apply at a proficient level within 10-week training period.


• Ability to resolve conflict, think critically, and respond appropriately to members in heightened emotional states.

Preferred Qualifications

• Prior experience in technical environment.


• Good writing skills and proven ability to manage complex projects within deadlines.


• Knowledge of Regulation D, E, Z and CC, credit/debit and Electronic Funds Transfer (EFT) network rules and regulations, and Electronic Funds Transfer Act (EFTA)/Uniform Commercial Code (UCC) laws.


• Applicable college business courses (Accounting, Business Math, Business Finance, Law Business Communications, Economics and basic Credit or related classes).

Summary Pay Range

The anticipated starting pay range for this position is $18.56 - $21.81.

The pay range listed represents the anticipated starting range for a successful candidate. Final compensation will be based on factors such as experience, skills, and qualifications.

Please note that salary is only one component of total compensation at CEFCU.

Benefits

Financial

• Merit-based raises

Health and Welfare

• Generous paid time off (Holiday, Personal or Sick Time, Vacation)


• Comprehensive Medical, Dental, and Vision coverage (PPO, HDHP)


• Flexible Spending Plan (Medical Reimbursement Account and Dependent Care Reimbursement Account)


• Health Savings Account


• Voluntary Benefits (Accident Plan, Critical Illness Plan, Hospital Indemnity Plan, Identity Theft & Fraud Protection Plan, Legal Plan)


• Life Insurance


• Accidental Death & Dismemberment Insurance


• Disability Benefits


• Defined Benefit Plan – Pension


• Defined Contribution Plan – 401K

Additional Benefits

• Employee Assistance Program


• Tuition reimbursement


• Career growth through internal job postings


• Management Development Program: formal mentoring and training


• Opportunities to help improve and build the CEFCU of tomorrow through process teams


• Opportunities to personally contribute to corporate financial literacy and community initiatives


• Casual days to support local charities


• Employee discounts on entertainment, cell phone plans, theme park tickets, and more


• On-site fitness center, fitness classes, and wellness program

It is CEFCU’s policy and intent to provide equal opportunity to all persons without regard to race, color, religion, political affiliation, sex/gender (including gender expression/identity, pregnancy, childbirth and related medical conditions), marital status, registered domestic partner status, sexual orientation, age, ancestry, national origin, veteran status, disability, medical condition, genetic characteristics, and/or any other basis protected by law. This policy covers all facets of employment including, but not limited to: recruitment, selection, placement, promotions, transfers, demotions, terminations, training, and compensation.