Card Services Team Member I

First Tech Federal Credit Union; Chelmsford (MA); On-site; USD 28,000 - 31,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) match

Paid time off and holidays

Employee pricing on lending products

Job summary

First Tech Federal Credit Union is seeking a Card Services Team Member to support the Card Services Department, assist members and front-line staff, and help achieve service levels and performance goals. The role involves cross-training across Card Services processes to support department and DCU objectives.

The position requires strong customer service, regulatory familiarity, and excellent communication skills.

Qualifications

• 6+ months of experience in a financial institution.
• Customer service experience assisting members or internal partners.
• Strong written and oral communication across channels.
• Strong analytical and problem-solving skills with minimal direction.
• Ability to adapt to changing business needs and priorities.
• Ability to foster relationships with stakeholders.
• Effective time management and ability to work independently or in a team.
• Familiarity with Bank Secrecy Act and Lending Act regulations.
• Intermediate knowledge of Microsoft Office Suite (Word & Excel).

Responsibilities

• Contribute to DCU's success sharing and uphold People Come First; Do the Right Thing; Make a Difference.
• Maintain professionalism with members and colleagues.
• Follow DCU policies and applicable regulations.
• Meet or exceed performance goals and service levels.
• Provide phone coverage for Information Center, branches, and members.
• Process daily work within service levels (Dispute Service requests, Travelers Files, Plastics Re-Issue, GL Reconciliation).
• Complete training courses within guidelines.
• Identify gaps in processes/systems/trainings and suggest improvements.
• Perform other duties as assigned by management.

Skills

Member service

Communication

Analytical thinking

Regulatory awareness

Time management

Tools

Microsoft Word

Microsoft Excel

Job description

Description

The Card Services Team Member processes work pertaining to Card Services Department job responsibilities and assist members and front-line staff with questions pertaining to those processes. You will assist the Card Services Department with achieving key performance goals and service level standards as well as cross train on a variety of Card Services processes to further support the overall goals of the department and DCU.

Here's what you can expect from the job and what you need to be successful:

What You'll Do:

• Actively contributes to DCU's Success Sharing initiatives and practices DCU's principles of People Come First; Do the Right Thing; Make a Difference
• Maintains a high level of professionalism and respect during interactions with both members and colleagues alike
• Maintains a working knowledge of and adheres to DCU policies and procedures related to the position as well as all applicable regulations
• Performs work functions with attention to detail, within established timeframes and follows through as needed to complete tasks
• Meets or exceeds performance goals, including but not limited to, service level achievement, timeliness of tasks, quality of work, service quality and others as assigned
• Provide phone coverage to assist the Information Center, Branches, various departments, and members.
• Process daily work within service level, to include but not limited to:
  • Dispute Service requests
  • Maintain Travelers Files
  • Plastics Re-Issue Service requests/reports
  • GL Reconciliation
• Complete training courses within established guidelines.
• Identify potential gaps in process, systems and training to share ideas for improvement
• Perform other job-related duties as assigned by Manager(s)

Essential Skills:

• 6+ months of experience in a financial institution, such as a credit union, bank, credit card company, or similar financial services environment.
• Customer service experience assisting members, clients, or internal business partners.
• Strong written and oral communication skills over a variety of channels that include email, processing forms, face to face, corporate chat systems for overall team synergy and production
• Strong analytical and problem-solving skills; ability to resolve complex issues with minimal direction
• Ability to adapt to changing business needs and prioritize accordingly
• Ability to foster strong relationships with internal and external stakeholders
• Demonstrated effective time management skills and the ability to work independently or in a collaborative team environment
• Familiarity with Bank Secrecy Act and Lending Act regulations, such as Regulation Z and Regulation E
• Intermediate knowledge of Microsoft Office Suite; particularly Word and Excel

Location: Marlborough Corporate Office | Marlborough, MA OR Chelmsford Corporate Office | Chelmsford, MA

Target Compensation: $20.50 - $22.60 + annual bonus

Who We Are:

What makes First Tech different? Click here to learn more!

Every great journey begins with a bold idea-and ours is no different. First Tech and DCU were founded on the belief that financial solutions should put people first. That belief has fueled decades of innovation and service, rooted in the tech sector and expanding to support members from all walks of life.

Employees are eligible for:

• Traditional medical, dental, and vision coverage
• Generous 401(k) match
• Paid Time Off: You'll accrue up to 15 days in your first year. In addition, you'll receive 40 hours of sick time and 3 personal days, which refresh annually
• Paid federal holidays
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility subject to standard account requirements and underwriting criteria)

Employment Statements:

First Tech is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

If you're applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to [e-mail] and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.

First Tech is not currently offering Visa transfer/sponsorship for this position.