Senior Card Services Representative

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Salary Range: $22.23 To $46.78 Hourly

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.

Be New York's most loved financial institution by helping our members build their best financial futures

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 elevate appropriately to the leadership team, all while ensuring a provide a positive member service experience.

• 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.
• A nalyze 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.

• Associates degree required or equivalent work experience.
• Minimum five years of…