Card Services Clerk

Northwest FCU
Herndon, VA
Apr 18, 2017
Apr 21, 2017
Accountant, IT
Full Time
Requisition Number 17-0003 Post Date 1/4/2017 Title Card Services Clerk City Herndon State VA Description COMPANY DESCRIPTION:Since 1947, Northwest Federal Credit Uniona€ (TM) s goal has been to make a positive difference in the lives of our members and the community. Our success can be attributed to the credit union philosophy of "people helping people," as well as our steadfast mission to be your lifetime financial partner.SUMMARY:The primary purpose of this position is to assist Northwest Credit Union to live out its vision and mission statement by delivering exceptional service to internal and external members.ESSENTIAL DUTIES AND RESPONSIBILITIES:a€ cents Deliver outstanding service that meets the Service Excellence Policy and delivers on the organizationa€ (TM) s Service PromisesNWFCU Service Promises:a€ cents We promise to place our members firsta€ cents We promise to take ownership of your requesta€ cents We promise to get it right the first timea€ cents We promise to be a trustworthy guide to your improved financial well-beinga€ cents We promise to treat you with respecta€ cents We promise to protect the confidentiality of your financial informationa€ cents We promise to thank you for your businessa€ cents We promise to support and participate in our communitiesa€ cents Meet or exceed the sales and service goals for the positiona€ cents Be knowledgeable of the Credit Uniona€ (TM) s products and servicesDUTIES AND RESPONSIBILITIES:a€ cents Provide regular and on-demand servicing for all debit and credit cards of a $3.2 billion dollar institution. Portfolios consist of approximately 30,000 active credit card accounts and 50,000 active debit card accountsa€ cents Respond to a high volume of phone calls, emails, faxes, and other incoming mail from both internal and external members regarding credit and debit card requests for service, and provide consistent and accurate informationa€ cents Create and document all member contact using the Synapsys CRM system, creating an event on every interaction with a full description of the nature of the contact, and scan any necessary documentation into the casea€ cents Process Lost/Stolen account transfers for debit and credit cards from multiple avenues including After-Hours reports, and on demand at membersa€ (TM) requests; verify no fraudulent activity has occurred on the account, make monetary adjustments when necessary, and update overdraft and pre-authorized transfer functions related to the card accounta€ cents Answer general questions about the dispute process via Online Banking member message system, email, and telephonea€ cents Make daily maintenance updates to multiple card and Credit Union systems, credit line increases, fee adjustments, travel memos, and account blocksa€ cents Review exception reports for debit cards, credit cards, and monetary adjustments, and make necessary maintenance repairs on the itemsa€ cents Ensure all credit card PIN customizations processed in-branch are properly accounted for by verifying PIN offset data in the credit card system next to report dataa€ cents Adhere to regulated disclosure requirements at account opening and keep regular inventory of disclosure content and stock/supplya€ cents Research MasterCard Debit transactions using the eFunds website, and DataNavigatora€ cents Troubleshoot MasterCard SecureCode and Verified by Visa problems and work closely with the processing client support areas to resolve vendor-related issues and special work ordersa€ cents Carefully and accurately identify cardholders and complete tokenization and provisioning requests for Apple Paya€ cents Conduct outbound calling to verify credit and debit card transactions with members; block, un-block and monitor accounts accordingly. Communicate details of fraudulent activity with the Fraud Mitigation department, and follow up accordingly with vendor representatives regarding case managementa€ cents Maintain all returned credit cards, debit cards, card PIN mailers, and credit card statements for bad addressesa€ cents Handle credit card account closuresa€ cents Process balance transfers in the credit card systema€ cents Work with the Accounting department to properly reconcile general ledger accounts and account for any overages or outages in the accountsa€ cents Conduct card research at membersa€ (TM) requests; view archived statements, analyze account activity, and communicate directly with members regarding their card accountsa€ cents Compose letters and written correspondence in email form to communicate appropriately and professionally with members regarding their card accountsa€ cents Support Branch and eService MSRs by responding to their internal service requests, and assisting them in their knowledge and proficiency with card products, as well as in the card systems and websitesa€ cents Use knowledge of card operations and workflows to determine appropriate job assignments for the team and for ease of processing. Take ownership of individual responsibilities to the department; be able to work independently and with a team with minimal supervision and ensure all critical processes are executed daily without negative impact to member experiencea€ cents Remain cognizant of and adhere to NWFCU policies and procedures, and regulations pertaining to the Bank Secrecy Act (BSA)a€ cents Complete all mandatory regulatory and compliance-related training. Maintain a basic understanding of the Credit CARD Act of 2009 Requirements HOURS:Rotating 8am - 4:30pm, 10:45am - 7:15pm M-F, Rotating Saturdays 9am - 1pmQUALIFICATIONS:In order to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and EXPERIENCE:a€ cents High School diploma or equivalent is neededa€ cents Previous experience involving member services, accounting and/or financial services requireda€ cents Familiarity with Credit/Debit Card regulations is preferreda€ cents Requires excellent member services skills via telephoneSKILLS:a€ cents Working knowledge of PCs to include experience with Windows based software such as Excel and Word. Strong keyboarding skills neededa€ cents Will learn to operate in separate card processing systems and in-house systems such as Springboard, eFunds, DataNavigator, CO-OP Extranet, Synapsys, Episys, Card Wizard, and the Online Banking Admin ToolLANGUAGE SKILLS:a€ cents Ability to interpret all requests using effective interpersonal, verbal and written communication skills is requiredMATHEMATICAL SKILLS:a€ cents Ability to add, subtract, multiply, and divide and effectively use a 10 key calculator is required. Basic knowledge of accounting for debits and credits is preferredREASONING ABILITY:a€ cents Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram formPHYSICAL DEMANDS:a€ cents Ability to lift a minimum of 25 lbs.WORK ENVIRONMENT:a€ cents Ability to function in a financial institution branch environment and utilize standard office equipment, including but not limited to PC, fax, copier, telephone, etc.SPECIAL REQUIREMENTS:All positions require US citizenship and a Federal Government Security Clearance. Those with an active security clearance are encouraged to apply; NWFCU will sponsor the clearance process for qualified applicants. Further, all applicants must pass bondability requirements and will be subject to a credit history check in order to determine eligibility for employment with NWFCU.Necessary accommodations will be made to enable individuals with disabilities to perform the essential functions of this position.Remains cognizant of and adheres to NWFCU policies and procedures, and regulations pertaining to the Bank Secrecy Act (BSA).Northwest Federal Credit Union is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.We are proud to be an EEO/AA employer Minorities/Females/Disabled/Veterans. We maintain a drug free workplace and perform pre-employment substance abuse testing. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.Please view Equal Employment Opportunity Posters provided by OFCCP here.The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. Apply Online Send This Job to a Friend Careers Browse Open Jobs Search Open Jobs Edit Your Profile View Submitted Applications PRIVACY & INTERNET POLICY | FRAUD CENTER | CAREERS (C) 2014 Northwest Federal Credit Union. Federally Insured by NCUA CALL CENTER703-709-8901 (1-866-709-8901) a€ cents 703-709-8919 (TTY)M-F: 7 AM - 7 PM Sat: 8 AM - 1 PMAFTER HOURS LOST OR STOLEN CARDS703-709-8901 (1-866-709-8901) ABA ROUTING NUMBER256075025#mcafeediv {POSITION: relative; TOP: -47px; LEFT: 133px}#hudlogo {POSITION: relative; TOP: 0px} .

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