Card Member Services Manager

Directs and manages staff dedicated to Tier 2 member service and error resolution for Checking, Dividend Checking, Insured Money Market Account (IMMA), and CEFCU’s credit and debit card programs. Controls and monitors activities to ensure quality member service, capable and knowledgeable staff, and expense minimization. Directs and manages staff dedicated to researching member (unauthorized or fraudulent) credit card and debit card transactions, compromised card situations and transaction exceptions (no/invalid card account number, closed CEFCU accounts, etc.),

performing initial member interview, reviewing transactions from multiple resources (CEFCU and vendor systems), processing credit and debit card transaction disputes using vendor case management solution. Utilizes data to effectively manage staff, workflow, call management, and set call center goals. Updates and maintains training manuals, job procedures, intranet product and department webpages, and knowledge base for the continuous development of weekly staff and business continuity.

Provides the highest quality member experience, for both internal and external members.

Accountable to support member experience initiatives, goals, and training.

• Associate’s degree or 64 hours towards a bachelor’s degree.
• 4-6 years’ experience leading or supervising in a call center environment or equivalent combination of education and experience.
• Analytical, active listening and critical thinking skills.
• Ability to communicate effectively both verbally and in writing.
• Ability to multi-task, organize, prioritize, and follow multiple projects and tasks through to completion.
• Ability to learn and understand multiple core and vendor systems to support staff and escalated member service.

• Bachelor’s degree with concentration in business administration, management information systems, accounting, finance or four-years related experience/training; or equivalent combination of education/training and experience.
• Familiarity with Checking, Debit Card, and Credit Card services, the Internet, and project management.
• General understanding of payment processing systems.
• Underwriting/decision making experience on consumer applications.
• Training and presentation experience.
• Familiarity with Payment Card Industry Data Security Standards (PCI DSS), FFIEC, Anti-money Laundering, Bank Secrecy Act, Truth in Lending Act/FACT Act, CARD Act, and federal and state laws, particularly Regulation E, Z, CC.