Card Services Team Member I

Description

The Card Services Team Member processes work pertaining to Card Services Department job responsibilities and assist members and front-line staff with questions pertaining to those processes. You will assist the Card Services Department with achieving key performance goals and service level standards as well as cross train on a variety of Card Services processes to further support the overall goals of the department and DCU.

Here's what you can expect from the job and what you need to be successful:

What You'll Do:

• Actively contributes to DCU's Success Sharing initiatives and practices DCU's principles of People Come First; Do the Right Thing; Make a Difference
• Maintains a high level of professionalism and respect during interactions with both members and colleagues alike
• Maintains a working knowledge of and adheres to DCU policies and procedures related to the position as well as all applicable regulations
• Performs work functions with attention to detail, within established timeframes and follows through as needed to complete tasks
• Meets or exceeds performance goals, including but not limited to, service level achievement, timeliness of tasks, quality of work, service quality and others as assigned
• Provide phone coverage to assist the Information Center, Branches, various departments, and members.
• Process daily work within service level, to include but not limited to:
• Dispute Service requests
• Maintain Travelers Files
• Plastics Re-Issue Service requests/reports
• GL Reconciliation
• Complete training courses within established guidelines.
• Identify potential gaps in process, systems and training to share ideas for improvement
• Perform other job-related duties as assigned by Manager(s)

Essential Skills:

• 6+ months of experience in a financial institution, such as a credit union, bank, credit card company, or similar financial services environment.
• Customer service experience assisting members, clients, or internal business partners.
• Strong written and oral communication skills over a variety of channels that include email, processing forms, face to face, corporate chat systems for overall team synergy and production
• Strong analytical and problem-solving skills; ability to resolve complex issues with minimal direction
• Ability to adapt to changing business needs and prioritize accordingly
• Ability to foster strong relationships with internal and external stakeholders
• Demonstrated effective time management skills and the ability to work independently or in a collaborative team environment
• Familiarity with Bank Secrecy Act and Lending Act regulations, such as Regulation Z and Regulation E
• Intermediate knowledge of Microsoft Office Suite; particularly Word and Excel

Location: Marlborough Corporate Office | Marlborough, MAORChelmsford Corporate Office | Chelmsford, MA

Target Compensation: $20.50 - $22.60 + annual bonus