Global Cards Solutions Specialist I - Member Experience Job

This position is hybrid.

NYC Salary Range - $52,220 - $55,000 annually; compensation is commensurate to geographic location.

Upholds UNFCU’s commitment to provide service excellence and a high quality member experience. Responds to member inquiries in a timely manner and resolves member issues related to credit and debit card maintenance. 

• Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.

• Ensure superior member service and satisfaction by effectively resolving members’ card related issues through the department email management system and phone line.
• Process card order requests (express/standard delivery) to designated locations/duty stations as directed by the member.
• Perform necessary maintenance/adjustments to members’ cards, block accounts, and complete transfers.
• Maintain workflow to meet department service level agreements for assigned tasks and member service response times.
• Provide support to Member Directed Services, Retail Branches and Representative Offices for card related member issues.
• Navigate multiple service applications.
• Process returned cards by contacting members for updated address information. Package cards for pouch delivery and monitor retained cards for disposition.
• Process basic financial adjustments within Cards core systems (DNA and Springboard).
• Review daily reports when necessary.
• Assist in reviewing and updating department procedures in accordance with department timeframes to ensure proper documentation is established.
• Complete required training classes.
• Perform additional responsibilities as assigned
• Ensure compliance with federal and state laws and regulations and UNFCU’s Code of Ethics & Business Conduct

• Bachelor’s degree, or some college coursework completed
• 1-3 years back office experience in a financial processing environment (cards-related environment is a plus)
• Computer proficiency with basic to intermediate knowledge of Microsoft Word, Excel and PowerPoint
• Basic knowledge of debit and credit card processing
• Able to manage multiple tasks and provide a high level of service
• Excellent verbal & written communication skills
• Ability to work independently and within a team environment
• Conscientious and detail oriented with ability to problem solve