Card Member Services Manager

Card Member Services Manager page is loaded## Card Member Services Manager locations:
Peoria ILtime type:
Full time posted on:
Posted 3 Days Agojob requisition :
R3851

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!
* 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.

Required:

• 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.  
• Knowledgeable about Internet, PC operating systems, browsers, smart and browser-based cell phones and other mobile devices.  
• Ability to learn and understand multiple core and vendor systems to support staff and escalated member service.
Preferred:  
• 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.
** Summary Pay Range
** The anticipated starting pay range for this position is $76,232.00 - $89,599.00.### ###
* 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.*#
** Benefits
* *** 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)
Life Insurance Accidental Death & Dismemberment Insurance Disability Benefits Defined Benefit Plan – Pension Defined Contribution Plan – 401K
** Additional Benefits
** Employee Assistance Program Tuition reimbursement

Career growth through internal job postings

Management…