Card & Payment Specialist

TruNorth Federal Credit Union, with two branch locations and more than 40 employees, is committed to delivering exceptional service to its members. We are seeking a dedicated Card & Payment Specialist to join our growing team in Ishpeming, MI. This full‑time, non‑exempt position follows a Monday-Friday, 9 a.m.-5 p.m. schedule and is primarily based in Ishpeming, with occasional coverage at our Marquette branch depending on business needs. The Card & Payment Specialist is primarily responsible for providing excellent service to credit union members mainly via telephone related to debit and credit cards. Including ordering new and replacement cards, card maintenance, initial dispute intake, processing wire transfers, and other administrative tasks. This position requires excellent customer service skills, attention to detail, and a strong sense of personal integrity.

Primary Responsibilities:

Answer phone calls timely and frequently throughout the day to provide members with prompt and courteous assistance. Assist with account maintenance for IRAs, CDs, and other financial products. Assist members with card questions and disputes of fraudulent activity. Assist the Operations team with various administrative tasks such as preparing and mailing letters. Monitor the credit union's general email box and online messaging, routing member inquiries to the appropriate departments as needed. Provide member debit and credit card support including ordering new and replacement cards, lifting card restrictions, and updating card information. Processing card transaction exceptions and other adjustments. Research and resolve member inquiries regarding account statements, disputes, and adjustments. Review various reports, contact members to resolve discrepancies, and update information as needed. Processing incoming and outgoing wire transfers. Provide support for other payment systems such as bill pay and account to account transfers.

Knowledge, Skills & Abilities:

Ability to think critically, solve problems, and exercise good judgment. Ability to work independently, take initiative, and follow established procedures. Ability to maintain a calm, professional demeanor in fast-paced or stressful situations. Ability to work effectively as part of a team while maintaining a positive and collaborative attitude. Ability to work independently Demonstrated ability to handle sensitive information with confidentiality. Excellent interpersonal, oral, and written communication skills. Knowledge of member service and card service functions, products, and credit union services. Proficiency in required computer applications including word, excel, email, and web-based systems. Strong attention to detail with the ability to maintain accuracy and low error rates. Strong member service skills with a commitment to delivering a positive member experience. Working knowledge of credit union policies, procedures, and applicable regulations.

Minimum Education/Experience:

One year of customer service-related experience.

Preferences:

Experience in a financial institution Experience in a call center environment Post high school education or training

Compensation:

Minimum $20/hour. Compensation is commensurate with qualifications/experience.

Full benefit package including:

Health, Dental and Vision Insurance (Stipend for Waiving Coverage) Flexible Spending or Health Savings Account Employer Paid Life Insurance Employer Paid Short-Term/Long-Term Disability Insurance 10% Employer 401k Retirement Contribution (after 6 months) Paid Time Off (2 weeks to start, 3 weeks after 1 year) Flex Time (1 hour earned per 30 hours worked) Paid Holidays Tuition Reimbursement