Member Services Agent I

MEMBER SERVICES AGENT   (Redwood City, CA)

*** This position requires you to work 100% onsite at corporate HQ located in Redwood City, CA for the first 90 days during training period ***

JOB SUMMARY

Provide outstanding member service and execution of basic card management procedures. Duties includes answering member calls and emails, branch inquiries, and transfers from other departments. Card account management responsibilities include monitoring and verifying the accuracy of Visa credit and debit transactions and reports, processing card inquiries and reissues, entering monetary and non-monetary account adjustments, and performing creative problem resolution.

Why Provident?

Provident Credit Union was established in 1950 and we rank among the top 10% of credit unions in the US.  We believe having a culture that is accepting, supportive, diverse and inclusive makes us all better.  Provident has been a Bay Area "Top Workplace" since 2017, and our employees rank us on Glassdoor as one of the best credit unions in the nation.  

Our values are:

• Listen
• Get Better
• Do What's Right

Essential Functions:

Provide members with accurate, timely service. This will include but is not limited to: 

•    Responding to member calls and emails regarding their credit, debit, and prepaid card accounts,

•    Reviewing and posting transactions,

•    Explaining card products and features,

•    Provide copies of card account statements,

•    Completing and verifying any required corrective postings or account adjustments when deemed necessary.

• A key responsibility of the position is working to ensure member satisfaction and ensure account retention at all times.

•Provide internal customer service and assistance with credit or debit account issues to contact center, branches, and back office staff. This will include transaction research, authorization research and verification, generation of new and replacement card orders, posting account payments and adjustments, as well as other card-related inquiries and escalations.

•Maintain a thorough working knowledge of applicable credit and debit card products, procedures and regulations. In addition, develop and maintain a high level of expertise in explaining the features of Provident's debit and credit cards.

• Process new, replacement, and lost/stolen debit and credit card creation and fulfillment requests on a daily basis. This includes making decisions regarding account maintenance and relationships, monitoring the completion and activation of card orders (including rush requests), and entering data on primary customer management systems (Phoenix, Star Station, FDR and MemberConnect systems).

• Review and process daily, weekly, or monthly monetary or non-monetary card transactions and reports as assigned.

• Review member accounts to determine credit/good funds availability. Process or return convenience check, cash advance and balance transfer requests. Make decisions regarding exception processing as required to ensure member satisfaction and account security.

• Maintain familiarization with establishing mobile payment accounts (Apple Pay, Samsung Pay, Google Pay, etc.) tied to Provident accounts.

• Become comfortable with making outbound calls to members to advise them of the details of data and card compromises and other events that may affect them. Assist members with transition to new accounts in cases of card or identity compromise.

• Participate in ad hoc projects, include LSS and Culture initiatives, and perform any other duties as assigned.

• Good listening and speaking skills.

• Good written communication skills.

• Complete required BSA & OFAC training annually.

• Understand and adhere to BSA and OFAC policy and procedures.

QUALIFICATIONS:

Education/Work Experience/Skills & Abilities:

* Associate's Degree or equivalent work experience

* 1+ year(s) experience in credit and debit card processing

* 1+ year(s) experience in customer service.

* 2+ years experience in working at a bank or credit union

* 1+ year(s) experience with financial institution customer systems.

* Demonstrated ability in mathematics, verbal communication, and organizational skills. Medium

* Basic proficiency with MS Excel and Word. Medium

* Incumbent must have a basic working knowledge of: Visa regulations, California Credit Union Law and Rules and Regulations, Provident Board Policies, NCUA Rules and Regulations, State and Federal Lending and Compliance Rules and Regulations, Card Service Department's policies and procedures. 

* Maintain proper control of all personal Provident accounts, including account security, proper card use, and minimal reliance on Courtesy Pay capability.

 

Benefits you will enjoy:

• Quality medical, dental and vision care coverage
• 401(k) retirement plan with up to 150% matching employer contributions
• Strong commitment to investing in your career and educational advancement by offering up to 100% Tuition reimbursement for approved courses.
• Annual discretionary bonus
• Generous paid time off and paid holidays
• Flexible spending accounts
• Short and long-term disability coverage
• Life and AD&D insurance
• Employee Referral bonus
• Provident membership
• Rate discount on home and auto loans
• Opportunity to use company owned condo in Maui and Lake Tahoe

Pay Grade is A3. This position is eligible for an annual discretionary bonus.

Targeted Hourly Pay: $ per hour 

Provident is an Equal Opportunity Employer

We are a winner of the Bay Area News Group Top Workplace in Check us out on Glassdoor