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Card Operations Team Member

2 months ago

Marlborough, Massachusetts, United States Digital FCU Full time

Card Services Team Member

Job Category: Card Services

Requisition Number: CARDS03578

Job Details

Schedule: Monday - Friday, 8:00 AM - 5:00 PM and alternate Saturdays 9:00 AM - 3:00 PM

Summary/Objective: The primary goal of this role is to deliver exceptional support services to our members in a friendly, efficient, and timely manner. This position plays a vital role in assisting the Card Services Department in meeting its service objectives, including processing Fraud Dispute Service Requests and Card Re-issue Service Requests from initiation to completion.

Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Provide assistance, service, and research for members and other departments.
  • Handle disputes related to Fraud Cases as assigned.
  • Engage in Plastics Processing, personal GL Reconciliation, and Dispute Processing while adhering to compliance and regulatory standards.
  • Review individual cases within Visa DPS for representments in accordance with applicable regulations.
  • Answer incoming calls professionally.
  • Perform additional job-related duties as assigned by management.
  • Identify potential risks and recommend appropriate actions.

Other Duties: This job description is not intended to be an exhaustive list of all activities, duties, or responsibilities required of the employee. Responsibilities may change at any time with or without notice.

Job Competencies:

  • Strong written and verbal communication skills
  • Applied learning
  • Dependability
  • Interpersonal skills
  • Member focus
  • Technical/professional knowledge and skills
  • Planning and organization
  • Teamwork
  • Ethical conduct
  • Ability to manage multiple priorities
  • Initiative

Education and Experience Requirements:

  • Six months to one year of relevant experience, preferably in a financial institution.
  • Prior customer service experience is essential.
  • Proficient in Microsoft Office and strong PC skills.
  • Experience with Fraud disputes or a related field is preferred.

Additional Eligibility Requirements:

Supervisory Responsibility: This position does not have supervisory responsibilities.

Work Environment: This role operates in a professional office setting and routinely uses standard office equipment.

Physical Demands: The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is primarily a sedentary role.

Travel: Occasional travel between locations may be required.

Service Excellence: All employees are expected to deliver service excellence through teamwork and quality service to both internal and external members, adhering to the organization's guiding principles.

Bank Secrecy Act (BSA): All employees are required to complete annual BSA training and maintain knowledge of current BSA policies relevant to their roles.

Equal Opportunity Employer: We are proud to be an EEO/AA employer M/F/D/V.