Card Services Representative I

Job Description

JOB INFORMATION

Title:

Card Services Representative I

Officer Title:

Grade:

15

FLSA Classification:

Non-Exempt

Date Last Edited:

2/25/2019

Reports To:

Supervisor Card Services

Department:

Payment Operations

URL Link

https://hvfcu.jdxpert.com/ShowJob.aspx?EntityID=2&jobcode=477

PRIMARY FUNCTION

Perform a variety of duties to support operational requirements including, but not limited to, issuing and reissuing debit and credit cards, answering members inquires, dispute and fraud claim processing, settlement of accounts, account adjustments, mailing statements and data input.  Serve as a resource specialist by responding to internal and external member service requests.  Responsibilities require a moderate volume of phone communication and interactions with third party vendors.

•

Use internal and third party reports and forms to perform setup of new debit and credit card accounts, conduct maintenance on debit cards and credit cards including, but not limited to, card activation, processing travel memos, altering credit limits, closing accounts, updating cardholder details, loading/deleting insurance coverage, setup automatic payments, posting exceptions, lost/stolen account report, account adjustments, returned items, balance transfer requests and statement copy requests, and conduct monthly credit card statement audits.

•

Respond to card inquiries and process dispute and fraud claims for debit card, credit card and ATM card transactions in accordance with departmental procedures and regulatory requirements.

•

Respond promptly and professionally to internal/external members’ service requests and provide resolutions of issues.  Exercise professional communication skills to optimize each contact with members and external vendors/financial institutions.

•

Track, monitor and report issues relative to processing delays or barriers and offer suggestions to improve processes.  Responsible for ensuring compliance with departmental standards and processes to increase production and accommodate work volumes toward enhanced member satisfaction.

•

Demonstrate continuous improvement of job knowledge by exercising strong listening skills and asking questions for clarity.

•

Adhere to all Credit Union policies, procedures, and regulatory agency requirements. Participate in all required and recommended training and development including, but not limited to, Bank Secrecy Act training (BSA) and demonstrate attained knowledge. Participate on Credit Union teams, projects and strategic initiatives when the opportunity arises. Perform additional duties and special projects as assigned.

•

Embrace and apply HVCU’s guiding principles to all activities and responsibilities. This includes the Credit Union’s Mission, Vision, Core Values, Employee and Member Value Propositions, Sales and Service Model, and commitment to Lean Six Sigma practices. Support the Credit Union’s initiatives by demonstrating teamwork and professionalism.

•

Responsible for regular and predictable attendance including punctuality.

High School Diploma, General Education Development (GED) certificate, or state authorized high school equivalent certificate.

X

Minimum 1 Year

Work history Credit Union or Financial Institution

X

Basic working knowledge of credit/bank card operations policies/procedures and customer service

X

•

Ability to work at a fast pace to meet established deadlines for work completion.

•

Analytical ability to review documents and verify that they are in accordance with established policies, procedures and regulatory requirements.

•

Demonstrate the ability to quickly learn, retain and apply new job functions and processes.

•

Ability to work well collectively and autonomously.

•

Excellent written, oral and interpersonal communication skills necessary to provide detailed information and courteous responses to teammates and customers.

•

Intermediate proficiency in Microsoft Office Software (Word, Excel, Outlook, PowerPoint, etc).

PHYSICAL DEMANDS

Frequency

Physical Demand

Weight (lbs.)

Frequently

Sit for prolonged periods of time

Frequently

Required to communicate verbally

Frequently

Normal range of vision and hearing abilities required

Occasionally

Lift and/or move objects

30

Occasionally

Travel outside of work location to attend meetings and training programs

Frequently

Required to skillfully operate a computer, telephone and other standard office equipment

Occasionally

Work extended hours, including evenings, weekends, and holidays as needed

WORK ENVIRONMENT

•

Typically the noise level in the work environment is moderate.

•

May experience occasional job stress in response to job demands.

•

There are no significant hazardous conditions.

View Competencies

Service Excellence

Consistently incorporates Hudson Valley's member and employee value proposition, reinforcing organizational culture and brand differentiators.

Level 1

1. Anticipates and meets the needs of both internal and external customers. Delivers high quality service and is committed to continuous improvement.

2. Consults with management on modifying business processes to enhance service delivery. Monitors own work to ensure quality and apply feedback to improve performance.

3. Integrates core values into the way work is done and how relationships are conducted.

4. Possesses knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.

5. Tailors communications based on others’ needs, motivations and agendas.

Flexibility and Adaptability

Adapts as needed; knowledge of successful approaches, tools, and techniques for dealing with changes and adapting to a changing environment.

Level 2

1. Accepts new or radical ideas with an open mind; avoids snap reactions.

2. Adjusts to new or changing assignments, processes, and people.

3. Demonstrates ability to successfully manage multiple tasks and priorities.

4. Demonstrates willingness to listen to other opinions.

5. Identifies and considers alternative approaches to situations or problems.

Work Standards

Sets high standards of performance for self and others; assumes responsibility and accountability for successfully completing assignments or tasks.

Level 2

1. Documents how results were obtained to support knowledge transfer and best practices.

2. Helps others drive tasks to completion as appropriate.

3. Holds self and others accountable for delivering on all commitments.

4. Identifies actions necessary to achieve task completion and to obtain results. Meets schedules, deadlines, and performance goals.

5. Recognizes the need for assistance and secures additional resources as needed. Escalates issues and unusual findings that could have an adverse impact on the business.

6. Understands and appropriately applies principles, procedures, requirements, regulations, and policies related to role.

Accuracy and Attention to Detail

Understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy.

Level 2

1. Processes limited amounts of detailed information with good accuracy.

2. Utilizes specific approaches and tools for checking and cross-checking outputs.

3. Develops and uses checklists to insure that information goes out error-free.

4. Accurately gauges the impact and cost of errors, omissions, and oversights.

5. Learns from mistakes and applies lessons learned.

CARD SERVICES

Knowledge of and ability to operate the card-related products and services business.

Level 2

1. Works in a card-based service organization.

2. Documents relevant internal and external procedures and regulatory agencies.

3. Performs typical card-based transactions.

4. Resolves day-to-day operational issues with business cycles associated with card services.

5. Assists activities for the major units and sub-functions of a card-based operation.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee in this position.  Additional functions and requirements may be assigned by supervisors as deemed appropriate, with or without notice.

Nothing contained in this material creates a contract of employment between an employee and Hudson Valley Credit Union or otherwise alters the at-will nature of the employment relationship.

Are you able to perform the essential functions listed in this job description with or without reasonable accommodation?  YES_______  NO_______

By signing below you certify that you have received this job description and understand the requirements, essential functions and duties of the position.  If you are currently employed in this position, your signature acknowledge that this job description accurately describes the position, including its essential functions.

Name:  _____________________________________________

Signature: _____________________________________________

Date:  _____________________________________________ 

Please also note that Hudson Valley Credit Union respects the religious beliefs and practices of employees and will, on request, reasonably accommodate its employees when a reasonable accommodation is available that does not create an undue hardship on the Credit Union’s business.  Therefore, unavailability for work due to religious observances or practices may not be a bar to employment.