Northwest Federal Credit Union
The Card Specialist will be the first line of escalation from Retail and member requests. They will be responsible for responding to multiple email in-boxes and queues. The successful candidate will be able to accept ownership for effectively resolving member issues, complaints and inquiries keeping member satisfaction.
Responsibilities
Perform all necessary due diligence to verify and identify members, and protect the confidentiality of their financial information
Answer phone calls; respond to multiple email channels, faxes, and other incoming mail from both internal and external members
Document member communication with the Synapsys CRM system
Complete Lost/Stolen requests for debit and credit cards
Make daily maintenance updated to multiple card and Credit Union systems, credit line increases and decreases, fee adjustments, travel memos, and account blocks
Review exceptions reports for debit and credit cards, monetary adjustments, and make necessary maintenance repairs on the items
Adhere to regulated disclosure requirements at account opening
Monitor the card stock inventory for debit and ATM cards that get issued to branches
Research debit card transactions using the eFunds website, and DataNavigator
Troubleshoot Mastercard SecureCode problems and work closely with the processing client support areas to resolve vendor-related issues and special work orders
Conduct outbound calling to verify credit and debit card transactions with members; block, un-block and monitor accounts accordingly
Maintain all returned credit cards, debit cards, PIN mailers, and credit card statements for bad addresses
Handle all credit card closures and process balance transfer requests
Compose letters and emails to communicate with members regarding their accounts
Perform other duties as assigned
Remains cognizant of and adheres to NWFCU policies and procedures as well as regulations pertaining to the Bank Secrecy Act (BSA)
Qualifications
High School Diploma or equivalent
Requires a minimum of 1 years credit union/banking experience
Prior experience as a Card Services Clerk is preferred
Excellent verbal, organizational, and problem-solving skills required
Demonstrated strong attention to detail
Ability to work independently with minimal direct management supervision
Demonstrated initiative and resourcefulness as a self-starter