Global Cards Solutions Specialist II – Member Experience

UNFCU; New York (NY); Hybrid; USD 62,000 - 75,000; Full time

Job summary

UNFCU in New York City is seeking a productive member to join our Cards Services team. You will independently manage and resolve card inquiries, process card orders, and ensure timely service to members, upholding our commitment to service excellence.

This is a hybrid role with two days in the office weekly, and additional in-office days as needed. The position pays an annual salary in the NYC range of $62,290 to $75,000, commensurate with location and experience.

Qualifications

• Bachelor’s degree or some college coursework completed.
• 2–4 years of experience related to debit and credit card processing.
• Proficiency with MS Word, Excel and PowerPoint.

Responsibilities

• Provide exceptional service by managing assigned email and case queues and resolving card-related inquiries.
• Process card order requests (express/standard delivery) to designated locations as directed.
• Perform maintenance/adjustments to members’ cards and block accounts as needed.
• Support Contact Center, Retail Branches and Representative Offices with card-related inquiries and escalations.
• Maintain knowledge of department functions and determine escalation paths within SLAs.
• Identify and escalate systemic issues impacting member experience across card servicing systems.
• Process financial adjustments within core systems (DNA and Springboard).
• Review daily reports and update department procedures to ensure proper documentation.

Skills

Card processing experience (debit/cc)

Customer service oriented

Education

Bachelor’s degree or some college coursework completed

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

Why join this team

Upholds UNFCU’s commitment to service excellence by independently managing and resolving card inquiries, with sound judgment with timely and effective solutions. Assist with other functions within the department to meet service level agreements. Execute all member service-related tasks within the department effectively and accurately.

Why join this team

Upholds UNFCU’s commitment to service excellence by independently managing and resolving card inquiries, with sound judgment with timely and effective solutions. Assist with other functions within the department to meet service level agreements. Execute all member service-related tasks within the department effectively and accurately.

This position is expected to be hybrid, 2 days a week in the office, with additional in-office days as business needs require.

NYC Salary Range - $62,290-$75,000 annually; compensation is commensurate to geographic location .

What You’ll Do

• Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.
• Ensure excellent member service and satisfaction by managing assigned email and case management queues and independently resolving card-related issues through effective written and verbal communication. Process card order requests (express/standard delivery) to designated locations/duty stations as directed by the member.
• Perform necessary maintenance/adjustments to members’ cards, block accounts, and complete transfers.
• Provide support to Contact Center, Retail Branches and Representative Offices for card related member inquiries and escalations.
• Maintain working knowledge of department functions to resolve member inquiries and determine appropriate escalation paths within established service level agreements. Recommend enhancements to card products and services that improve the member experience.
• Identifies and elevate systemic issues impacting member experience using multiple card servicing systems to research, analyze, and resolve member inquiries
• Process financial adjustments within Cards core systems (DNA and Springboard).
• Review daily reports when necessary.
• Review and update department procedures in accordance with department timeframes to ensure proper documentation is established.
• Complete required training classes.
• Perform additional responsibilities as assigned
• Ensure compliance with federal and state laws and regulations and UNFCU’s Code of Ethics & Business Conduct

What We’re Seeking

• Bachelor’s degree, or some college coursework completed
• 2-4 years of experience related to debit and credit card processing

What Makes You Stand Out

• Computer proficiency with basic to intermediate knowledge of Microsoft Word, Excel and PowerPoint

Who We Are

UNFCU is a global not-for-profit financial institution that serves the UN community. We are committed to providing peace of mind to our members and colleagues and strive to achieve service excellence in all that we do. The best part of UNFCU is the people. Those that choose to work with us often find personal fulfillment, professional growth and a purposeful culture.
UNFCU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. UNFCU prohibits discrimination and harassment of any type. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by country, federal, state or local laws