Card Member Services Representative

Job Overview

Provide tier two member/internal service via phone calls, eForms, e‑mails, 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. Research suspicious and fraudulent credit/debit card transactions and process disputes using vendor case management solution. Perform time sensitive cardholder maintenance including card replacement, travel plans, credit card payments, credit card balance transfers, and calculate credit card payoffs, cash advance corrections, and per diems.

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

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.

• 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.

• 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).

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
• Tuition reimbursement
• Career growth through internal job postings
• Management Development Program: formal mentoring and training opportunities
• Opportunities to help improve and build the CEFCU of tomorrow through process teams
• Opportunities to personally contribute to corporate financial literacy and community initiatives
• Casual days to support local charities
• Employee discounts on entertainment, cell phone plans, theme park tickets, and more
• On‑site fitness center, fitness classes, and wellness program

It is CEFCU’s policy and intent to provide equal opportunity to all persons without regard to race, color, religion, political affiliation, sex/gender (including gender expression/identity, pregnancy, childbirth and related medical conditions), marital status, registered domestic partner status, sexual orientation, age, ancestry, national origin, veteran status, disability, medical condition, genetic characteristics, and/or any other basis protected by law. This policy covers all facets of employment including, but not limited to: recruitment, selection, placement, promotions, transfers, demotions, terminations, training, and compensation.