Card Member Services Representative I

Join Team CEFCU

Are you ready to make the most of your talents and abilities, while helping others make the most of their finances? Apply to join Team CEFCU!

CEFCU member service team members are critical to the success of the credit union. They provide a professional, knowledgeable, and caring experience when members contact us. We are looking for individuals who are personable, articulate, and positive to add to our already awesome team!

Provides tier two member/internal service via phone calls, eForms, emails, and instant messages to answer questions and resolve problems regarding CEFCU's Checking, Dividend Checking, Insured Money Market Account (IMMA), and credit and debit card programs. Researches suspicious and fraudulent credit/debit card transactions and processes disputes using vendor case management solution. Performs time sensitive cardholder maintenance including card replacement, travel plans, credit card payments, credit card balance transfers, and calculates credit card payoffs, cash advance corrections, and per diems.

Evaluates transaction denials, merchant declines, and payment posting errors and analyzes risk to add/remove fraud strategy override for authorizations denied by fraud rules, escalates unusual or suspicious transaction or account situations to Fraud Prevention & Response. Maintains a proper knowledge level of regulations and CEFCU products and services through multiple delivery channels. Provides the highest quality member experience, for both internal and external members.

Hours:

Monday - Friday: 7:30 a.m.

- 6:00 p.m. Saturday: 9:00 a.m.

- 3:00 p.m.
* Hybrid work-from-home after successful completion of training.
* Flexibility in scheduling is required. Saturdays are required with a day off throughout the week.

Required:

• High school diploma or equivalent.
• 0-2 years' customer service or call center experience.
• 0-2 years' experience in Card Services or a thorough, commensurate knowledge of department functions, procedures, policies, and associated Checking and card programs.
• Ability to learn Excel, Word, Outlook, CEFCU Mainframe applications such as Account Information File (AIF), Automated Debit Card Approval (DBT), CEFCU Tele-Servicing System (CTI), Cross Reference File (XRF);
  Member Information File (MIF), Member Account File (MAF);
  Microsoft Office, and apply at a proficient level within 10-week training period.
• Ability to learn vendor applications, including Fiserv (Hostlink, ROWnet), Harland Order Point, Mastercard Connect, Velera (mConsole, Quick Assist), and VSoft, and apply at a proficient level within 10-week training period.
• Ability to resolve conflict, think critically, and respond appropriately to members in heightened emotional states.

Preferred:

• Prior experience in technical environment.
• Good writing skills and proven ability to manage complex projects within deadlines.
• Knowledge of Regulation D, E, Z and CC, credit/debit and Electronic Funds Transfer (EFT) network rules and regulations, and Electronic Funds Transfer Act (EFTA)/Uniform Commercial Code (UCC) laws.
• Applicable college business courses (Accounting, Business Math, Business Finance, Law Business Communications, Economics and basic Credit or related classes).

Summary Pay Range

The anticipated starting pay range for this position is $18.56 - $21.81.

The pay range listed represents the anticipated starting range for a successful candidate. Final compensation will be based on factors such as experience, skills, and qualifications.

Please note that salary is only one component of total compensation at CEFCU.

Financial

Merit-based raises

Health and Welfare

Generous paid time off (Holiday, Personal or Sick Time, Vacation)

Comprehensive Medical, Dental, and Vision coverage (PPO, HDHP)

Flexible Spending Plan (Medical Reimbursement Account and Dependent Care Reimbursement Account)

Health Savings Account

Voluntary Benefits (Accident Plan, Critical Illness Plan, Hospital Indemnity Plan, Identity Theft & Fraud Protection Plan, Legal Plan)

Life Insurance

Accidental Death & Dismemberment Insurance

Disability Benefits

Defined Benefit Plan – Pension

Defined Contribution Plan – 401K

Additional Benefits

Employee Assistance Program

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