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Payment Services/contact Center Representative

4 months ago

Grand Rapids, United States AAC Credit Union Full time

**PAYMENT SERVICES I** Status: Full Time/Hourly/ Non-Exempt

Reports To: Chief Financial Officer (CFO) Date: 2024

***

**Essential Functions**:

- This is not a complete statement of all duties and responsibilities. It contains the facts necessary to evaluate the position fairly._
- **Card Services Debit/ATM and Visa Credit Card**:Answers inquiries and assists members with debit and ATM issues such as card not working, PIN resets, travel notices, etc. Assists with processing disputes, chargebacks and backend processing. Completes compromised alert processing as needed. Assists with the management of the Instant Issue card program. Receives and reviews daily maintenance reports.
- **Bill Pay**: Assists/responds to member inquiries. Completes required research to answer member inquiries. Responds to inquiries in a timely fashion.
- Monitors and processes remote deposit submissions.
- Performs all other job-related duties as assigned. May provide back-up support for other departments.

**Core Competencies**:

- Understands the AAC member-focused philosophy.
- Understands AAC products and services. Seeks opportunities to grow member relationships matching members with helpful products and services.
- Friendly, team oriented, able to represent AAC in a positive manner.

**Performance Measurement**:

- This is not a complete statement of performance reviews. It contains a broad view of position measurements of success._
- **Accuracy**:Performs all functions with mínimal error
- **Member Service**:Is able to maintain professionalism and helpful attitude at all times when assisting members. Consistently communicates in a kind manner with every member and especially in escalated instances.
- **Timeliness**:Understands how to prioritize work and performs work efficiently. Responds to member inquiries immediately or within same business day.
- **Knowledge**:Learns all procedures related to job and applies them appropriately.
- **Growth**:Suggests new systems and procedures to continually improve member experience and departmental operation.
- **Teamwork**:Works as a team with all departments. Displays a coachable attitude.
- **Organized**
- **Detail orientated**

**Other Skills**:

- Working knowledge of Microsoft Office. (Word, Excel, Outlook)
- 1-2 years banking experience. CU*Answers operating system helpful.

Saturday rotation required.

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Health insurance
- Health savings account
- Life insurance
- Paid sick time
- Paid time off
- Vision insurance

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- Weekends as needed

Supplemental pay types:

- Quarterly bonus

Ability to Relocate:

- Grand Rapids, MI 49534: Relocate before starting work (required)

Work Location: In person