Job Description

Job Overview:
Positive, Energetic Personality, Eager to Learn and Develop, Ability to Work in a Team Environment, Ability to Multi-task, Simultaneous Projects, Self- Starter who can deliver in a Time sensitive environment, Strong Communication Skills, Detail Oriented, Exceptional Knowledge of MS-word, Excel, MS-windows, MS-Outlook and the internet.

Card Services Representatives assist with all aspects of MasterCard credit and debit card accounts including verifying accuracy, resolving problems, investigating fraud, processing disputes, reissuing cards and making adjustments. This is a multi-faceted position, ranging from complex problem-solving to great phone etiquette. This position is also required to meet all Member Service essential duties and responsibilities as well as the Card Services Duties.

Your decision-making skills and diplomacy will help the department run as smoothly as possible. The position demands maturity, flexibility, drive to self-learn, prior investigating experience and someone ready to contribute at a high level.

Qualifications
- Proficient in English with strong communication skills
- Data entry experience and attention to detail
- Prior customer service experience, preferably in a financial services or banking environment
- Knowledge of fraud prevention and detection techniques
- Ability to speak Spanish is a plus
- Strong analytical skills and a background in sales
- Intermediate skill with Microsoft Word and Excel
- Excellent phone etiquette and interpersonal skills

- Curiosity and Investigative skills

- Ability to work in a fast paced and loud environment

- Ability to sell products and services effectively and meet goals.

- 6 months – 2 years of similar or related experience with debit and credit card products. Knowledge of Card Act, Mastercard regulations, and Reg E/Reg Z are preferred.

- 5 years customer service or business analyst experience required.

CARD SERVICES ESSENTIAL DUTIES AND RESPONSIBILITES include the following. Other duties may be assigned.

Processes member requests and transactions in a positive, accurate and professional manner face to face and on the phone. You may be working with a member at the window, over the phone, or through electronic means.

· Enthusiastically supports the credit union’s focus on member sales and service

o Actively seeks out sales opportunities and cross-sell opportunities and promotes credit union products and services based on member needs

o Participate, contribute, and support Telcoe’s strategic goals and objectives.

· Process daily, weekly, monthly, and quarterly reports.

· Perform required Mastercard quarterly reporting

· Daily Balancing of Debit/Credit GLs including ATMs

· Serve members via telephone and in office to explain products, review transactions, pull statements and recommend corrective posting or account adjustments as necessary.

· Provide phone support to internal staff regarding transaction research or ATM/Debit/Credit card inquiries; handle irate and/or complex customer inquiries regarding their card transactions

· Process new and replacement ATM/Debit/Credit card requests according to department policies and procedures

· Review card maintenance requests to ensure proper authorization and documentation; perform card maintenance timely and accurately

Respond to customer Reg E/Reg Z inquiries and/or investigate Reg E/Reg Z transaction disputes
Performs preliminary research into member dispute and fraud claims including contacting merchants and members for additional information in order to accurately process claims with a focus on problem resolution and asset protection. Not only for cards, but also checks
Complete documentation for chargeback and fraud processing, as well as for submittal to the insurance company.
Maintains accurate logs of fraud and dispute claims as well as provisional and final credits
Monitor reports and update claim tracking accordingly
File insurance claims as needed
Assist in special projects and tasks for all departments
All other duties as assigned.

Job Type: Full-time

Pay: $17.00 - $23.00 per hour

Expected hours: 40 per week

Benefits: