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About the Role

The Senior Card Services Representative is knowledgeable with all the processes in the card services department for the products they support. They will be proficient in processing and maintaining Credit, Debit and ATM card transactions, and have familiarity with Zelle and ACH products. They will complete the most complex and difficult work and are responsible for performing a variety of escalated functions using investigative and analytical skills, employing operational knowledge and identifying any issues that arise and escalate appropriately to the leadership team, all while ensuring a provide a positive member service experience.

Responsibilities

Ensuring premier member service experience by maintaining knowledge, engaging with members, making sure members feel valued and consistently applying defined service standards.
Provides process direction to other associates by creating and maintaining the functional specification for each process and product.
Conducting work stream-level reviews and analysis to proactively engage required technical tasks/actions and issues.
Contact members via phone and email as needed.
Participate in performing the most complex processes of the department including, but not limited to, member service functions, accounting reconciliations/correction research and resolving escalated calls.
Assist in shadowing assigned employees in their areas of work including credit and debit cards related functions.
Research and respond to service event requests and inquiries in accordance with department SLA’s.
Analyze daily/weekly/monthly operations performance, workflows, and trends to make performance improvement recommendations to management.
Review and recommend new methods and procedures to increase efficiency.
Review Member complaints as necessary, complete research and respond as needed.
Review and block ATM, debit and credit cards when necessary.
Review and perform file maintenance on Quick Assist and Symitar to include but not limited to changing and updating names, addresses, update payment billing cycles and process balance transfer requests.
Administer restrictions on member accounts as applicable.
Cultivate strong working relationships and build trust among team members.
Serve on committees and partner across the organization to implement improvements in processes.
Respond promptly to department tasks and workflow balance within Synapsys assigned functions.
Fosters all team culture within the department by providing open lines of communication and cooperation between all areas.
Participate in scheduled regular staff meetings.
Advise Management of any potential legal issues or credit union risk exposure.
Assist other units and departments with processing as requested by management.
Comply with department policies and procedures to include all Federal, State, and network rules and regulations.
Develop expertise and maintain internal controls of the various systems (Symitar / Centrix / Member Connect, Etc…), and responding to changes as needed.
Maintain sensitive and confidential information; exercise tact and diplomacy in dealing with highly sensitive, complex and confidential issues and situations.
Perform other related duties as requested and special projects as assigned.

Requirements

Associates degree required or equivalent work experience.
Minimum five years of customer service skills.
Self-starter with strong organizational and analytical skills.
Demonstrated record of performance in an operational environment.
Strong understanding of dispute processing and resolution including chargebacks, pre-arbitrations, arbitration, and compliance with Regulation E / Z / CC.
Extensive knowledge of rules and regulations for governing ATM/check and credit card billing disputes and Visa rules and regulations.
Ability to handle challenging situations (i.e.: diffusing customer anger, negotiating with merchants).
Highly ethical.
Ability to perform in a high-volume environment and meet deadlines while maintaining exceptional attention to detail.
Technologically proficient in Microsoft programs / Symitar.

Skills

Credit card transactions
Debit card transactions
ATM card transactions
Zelle
ACH products
Investigative skills
Analytical skills
Operational knowledge
Member service
Process direction
Functional specification creation
Work stream-level reviews
Technical task engagement
Issue identification
Issue escalation
Phone communication
Email communication
Complex process execution
Member service functions
Accounting reconciliations
Correction research
Escalated call resolution
Shadowing
Service event request research
Inquiry response
Department SLA adherence
Operations performance analysis
Workflow analysis
Trend analysis
Performance improvement recommendation
New method recommendation
New procedure recommendation
Efficiency increase
Member complaint review
Card blocking
File maintenance
Quick Assist
Symitar
Name changes
Address updates
Payment billing cycle updates
Balance transfer processing
Account restriction administration
Relationship cultivation
Trust building
Committee participation
Cross-organizational partnership
Process improvement implementation
Synapsys function execution
Team culture fostering
Open communication
Cooperation
Staff meeting participation
Legal issue advising
Risk exposure advising
Inter-unit assistance
Inter-departmental assistance
Policy and procedure compliance
Federal regulation compliance
State regulation compliance
Network rule compliance
System internal control
Symitar
Centrix
Member Connect
System change response
Confidential information maintenance
Tact
Diplomacy
Handling sensitive issues
Handling complex issues
Handling confidential issues
Special project execution

Location

New York

Work Type

Full-time

Experience Level

Senior
Minimum five years of customer service skills

Education Level

Associate's degree or equivalent work experience

Salary/Compensations

$22.23-46.78/hr

Benefits

Attendance bonus
401(k) with an 8% employer contribution per pay period
Overtime eligibility
Medical insurance
Vision insurance
Dental insurance
Life insurance
Disability insurance
Flexible paid time off
11 paid holidays annually

About the Company

At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.
Our Mission: To help hard-working New Yorkers build better tomorrows
Our Vision: Be New York's most loved financial institution by helping our members build their best financial futures

Equal Opportunity

Municipal Credit Union (MCU) is an Equal Opportunity Employer. Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type 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 applicable federal, state or local laws.
We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.