Job Description

TruNorth Federal Credit Union in Ishpeming, MI is seeking a

Card & Payment Specialist

to join their growing team. TruNorth Federal Credit Union is a $195 million credit union with 2 branch locations and over 40 employees. This is a full-time nonexempt position with a Monday through Friday 9 a.m. to 5 p.m. schedule. This position will primarily based in Ishpeming, MI but may be required to work in the Marquette branch as needed. Location will be determined based on TruNorth 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, 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 to perform a variety of tasks with accuracy and efficiency, and a strong sense of personal integrity with the ability to communicate and work as a part of a larger team.

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. Monitor the credit union general email box and online messaging routing member inquiries to other departments as needed. Provide member debit and credit card support including ordering new and replacement cards, lifting card restrictions, and updating card information. Assist members with card questions and disputes of fraudulent activity. 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. Prove support for other payment systems such as bill pay and account to account transfers. Assist the Operations team with various administrative tasks such as preparing and mailing letters.

Knowledge, Skills & Abilities:

Strong member service skills with a commitment to delivering a positive member experience. Knowledge of member service and card service functions, products, and credit union services. Working knowledge of credit union policies, procedures, and applicable regulations. Excellent interpersonal, oral, and written communication skills. Strong attention to detail with the ability to maintain accuracy and low error rates. 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. Demonstrated ability to handle sensitive information with confidentiality. Proficiency in required computer applications including word, excel, email, and web-based systems. Ability to work effectively as part of a team while maintaining a positive and collaborative attitude. Ability to work independently

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 (3 weeks to start, 4 weeks after 1 one year) Paid Time Off to Volunteer (2 days per year) Paid Holidays * Tuition Reimbursement