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Role:

Assists EFCU staff and members with ATM, Debit, and MasterCard accounts. Responsible for card record maintenance, fraud monitoring, Bill Payer, and other card-related services. Researches and resolves member issues involving payments, transactions, and card access.

Essential Functions & Responsibilities:

Answer inbound calls assisting members with card and bill payer related questions and issues to include card status updates, transaction research, daily limit adjustments, and travel notifications. Answer inbound calls assisting employees and members with bill payer, ATM, Debit and MasterCard account corrections, transaction postings, payment/finance charge adjustments, and re-calculations. Manage ATM, Debit, Credit Card, and bill pay accounts using various computer systems and platforms. Processes card requests, replacements, and reissuance. Secures returned cards. Maintains and researches card file update errors. Assist with transaction and payment research and exceptions, fraud monitoring, and reporting. Performs other job-related duties required or assigned.

Performance Measurements:

Provide professional, helpful, and service-driven assistance to all EFCU staff and members. Research and resolve member issues in a thoughtful and accurate manner. Maintain training and knowledge of internal practices and policies, as well as card issuing rules and regulations. Demonstrate high ethical and moral standards with respect to member and employee treatment and confidentiality. Maintain proper organizational and neatness of work and space. Demonstrate excellent communication skills. Manage responsibilities in compliance with applicable laws, regulations, standards, and internal policies.

Knowledge and Skills:

Experience One month to twelve months of similar or related experience. Customer service and problem-solving techniques required. Education A high school education or GED. Interpersonal Skills Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication. Other Skills Must be able to prioritize tasks. Must be able to pay attention to details. Must have problem solving skills. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.