Member Service Card Specialist

Navigator Credit Union; Gautier, Northern (MS, KY); Hybrid; USD 32,000 - 42,000; Full time

Benefits offered by this job

Paid vacation

Paid holidays

401k with match

Medical insurance

Referral bonus

Incentives

Job summary

Navigator Credit Union is currently recruiting for a full time Member Service Card Specialist. Although a home branch will be assigned, branch employees may be asked to cover at other branches within that region.

If you have a passion for exceptional service, relationship building, and want to be part of a team that focuses on creating substantial value in the communities we serve, while exceeding goals, we want to hear from you!

Qualifications

• Six months of related experience preferred.
• High school diploma or GED required.
• Experience with debit/credit card disputes and customer service preferred.

Responsibilities

• Process and investigate debit card disputes per Regulation E.
• Monitor disputes for compliance and assist with front-line questions.
• Assist members with card transactions, Apple Pay/Google Pay, and balance transfers.
• Order card stock for branches.
• Maintain knowledge of regulations and provide timely member service.

Skills

Customer service

Relationship building

Dispute resolution

Reg E compliance

Reg Z compliance

Communication skills

Teamwork

Education

High school diploma or GED

Tools

Microsoft Office

CRM software

Job description

Description

Navigator Credit Union is currently recruiting for a full time Member Service Card Specialist. Although a home branch will be assigned, branch employees may be asked to cover at other branches within that region.

If you have a passion for exceptional service, relationship building, and want to be a part of a team that focuses on creating substantial value in the communities we serve, while exceeding goals, we want to hear from you! We encourage all interested, qualified candidates that enjoy working in a fast paced environment to apply. We provide paid vacation after 90 days, paid holidays, 401k with a company match, medical, referral bonus, and several other benefits after 30 days employment for our team members including incentive opportunities. Navigator Credit Union is an Equal Opportunity Employer. Navigator does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.

Role:

To assist members with their card accounts; dispute resolution, issuing, blocking, or renewal of credit cards/ATM cards/Debit cards while maintaining compliance with regulation requirements (Reg E and Z) and delivering a world class member experience to Navigator Credit Union members as set in our service expectations.

REMOTE WORK ELIGIBILITY AND REQUIREMENTS

Member Service Card Specialist may be eligible for remote work. The decision to allow for remote work is within the sole discretion of NCU, and may not be offered to all employees. Team members who receive approval for remote work will need to read “Policy 6140: Remote Access” and sign the “Employee Device Policy Acknowledgement Form”. Employees working remote are expected to work in an environment that is free from distractions. Employees are also expected to follow all company policies at home, just as if you were in the office, taking special care to lock their computer during times it’s not being used. The employee will work with their manager to establish a schedule for in and out of office work. Employees are expected to be able to be available to come into the office at any time during a normal shift, if requested by their manager. In addition, webcams are expected to be uncovered at all times during the working day. Webcams are expected to be used any time an employee is in a meeting. The employee will also need to have internet speed of at least 100Mbps of download speed and 10Mbpd of upload speed of dedicated internet bandwidth.

Major Duties and Responsibilities

• Processes and investigates all debit card disputes submitted. Includes but not limited to determining provisional credit, final credit, approvals and denials per Regulation E guidelines. Communication with members via phone, eCommunication or letters as needed to assist members in a timely manner.
• Monitors debit and credit card disputes to ensure compliance with applicable regulations; both for disputes processed in-house or through a vendor.
• Assists the frontline staff with questions related to card transaction declines, dispute status, replacement cards and any other issues related to cards or plastics. Provides members and employees with information and direction regarding account status, requests, payments, and rights and obligations associated with the account.
• Assist members with adding debit cards to Apple and Google pay. Assist member processing balance transfer request, NLP change requests, and automatic payments for credit cards.
• Orders card stock for branches as needed.
• Monitors incoming dispute cases for emerging fraud trends and reports trends to management. Maintains current knowledge of and complies with all applicable regulations.
• Provide informed, professional and accurate service and support to all members and associates by responding to email, messages, and other correspondence in an accurate and timely manner.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
• Demand of myself, and others, the highest levels of integrity, leadership, accountability and teamwork.
• Performs other job-related duties required or assigned

Knowledge and Skills

EXPERIENCE

Six months of similar or related experience preferred, including time spent in preparatory positions.

EDUCATION/CERTIFICATIONS/LICENSES

High school degree or GED required.

INTERPERSONAL SKILLS

A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance. Able to use database, spreadsheet and word processing software suites to record and maintain records, with customer contact as necessary via form correspondence.

• Able to learn and retain knowledge in depth for all debit card and ATM adjustment function; to follow Credit Card and ATM network regulations and comply with FRB Regulation E to limit potential liability for the Credit Union.
• Able to multi task in a fast paced environment.
• Must be a self-starter that is service focused for both internal and external members.
• Ability to work both individually and as part of a team.
• Above average communication skills both verbal and written and proven ability to work effectively with members to solve issues and advise.

PHYSICAL REQUIREMENTS

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 20 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including computer terminal and keyboard, microfiche reader, telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of travel by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance.

WORKING CONDITIONS

• Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

MENTAL REQUIREMENTS

• Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.