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Founders Federal Credit Union helps our members attain their financial goals. Our innovative services, convenient locations, and friendly employees are dedicated to our members and their financial future. Founders Federal Credit Union is strongly committed to providing the highest level of quality service to our members. We realize our outstanding, dedicated employees make it all happen.
JOB SUMMARY:
The Card Services Representative I is responsible for assisting branches and members with servicing needs for Debit/Credit/ATM card type products in a fast-paced environment. Individual must use knowledge of card related products and systems to view reports crucial to minimizing risk to the credit union.
JOB DUTIES:
- Assist branches and members with questions associated with card products via telephone, email, or secure message.
- Effectively and professionally communicate with employees, members, and non-members verbally as well as written communication whether it be by mail or email.
- Provide Tier 2 member support for plastic servicing including responsibility for overall card maintenance. Judgement and critical thinking needed for Tier 2 support to ensure we mitigate risks of fraudulent attempts and takeover of accounts.
- Assist with travel notifications via phone, email, or secure message.
- Respond to inquiries, resolve problems, and fulfill member and branch requests by researching and exploring alternate solutions and completing transactions in a timely and professional manner.
- Work various reports and remain aware of and identify potentially fraudulent activity, safeguarding the Credit Union from potential losses. Requires critical thinking and judgement.
- Recognize, document and alert management of trends in member calls that could be the result of a fraud breach or scam.
- Perform file maintenance on existing accounts utilizing software systems designed for the ATM, Debit, and Credit cards.
- Assist with reordering of cards for membership not desiring instant issue cards.
- Keep up to date on new or changes in card products, procedures, technologies, etc by participating in educational opportunities as they arise.
- Assist with supplying our branches with instant issue card stock as inventory depletes.
- Comply with Founders’ policies and procedures, as well applicable laws, regulations, and statutes issued by federal agencies such as NCUA and FFIEC, including, but not limited to, GLB, BSA, and Mastercard. Employees have legal and regulatory obligations to respect and protect the privacy of information and its integrity and confidentiality.
- Perform all other duties associated with the ATM, Debit, and Credit card programs as assigned.
JOB REQUIREMENTS:
- A high school diploma is required
- Previous customer service experience is preferred.
- The Card Services Representative I must possess excellent problem-solving, listening, communication, and member service skills to serve the membership by providing service and information in a pleasant, professional, and efficient manner.
- In addition, the Card Services Representative I must have a strong work ethic with the ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
- Basic computer literacy is required specifically in Microsoft Office products.
- The individual should be able to learn and navigate new applications quickly.
- The representative must be a self-starter and constantly aware of the necessity for meeting deadlines.
- Must possess sound judgement as report duties help mitigate risk to the credit union.
- This role requires attention to detail and capability of planning, following up and controlling all job duties assigned.
This is an hourly paid position with benefits effective on the first day of employment. We proudly offer competitive income and comprehensive benefits package.
Benefits provided include the following:
- Paid Holidays
- Paid Time Off
- Family-oriented culture that values work/life balance
- Retirement Plan (401k with employer contributions + Pension Plan fully funded by FFCU)
- Comprehensive Health and Dental Insurance
- Life and Accidental Death & Dismemberment Insurance (at no cost to employee)
- Voluntary Supplemental Life Insurance coverage for employee, spouse, and children
- Health Care and Dependent Care Flexible spending accounts
- Long Term Care Plan
- Short- Term and Long-Term Disability Insurance
- Tuition reimbursement to assist with furthering education
- Certifications - Assistance with achieving and maintaining
- Fit Founders Wellness Program
A pre-employment criminal background check, drug screen, consumer credit investigation, and previous employer reference check will be required.
EOE
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