Card Services Representative

Founded by a small group of educators, Michigan Schools & Government Credit Union (MSGCU) has been providing quality financial services to the community for 70 years and welcomes everyone in Michigan to bank with us. We are financial champions committed to helping our members achieve financial success by rallying behind them and their goals. As the sixth largest Credit Union in Michigan, MSGCU has 22 branch offices in Southeastern Michigan, over 400 team members, 140,000 members, $3.5 billion in assets, and a 95% member satisfaction rating for two decades. We are a caring organization that strives to ensure an equitable and inclusive culture where everyone is valued and respected. Our dedication to team member engagement has contributed to the honor of being named a Top Workplace by The Detroit Free Press eleven years in a row.

If you have a passion for helping people and providing exceptional and dependable service, we want you on our team!

Information about our comprehensive total rewards package can be found here.

Overview of Responsibilities: Responds to member card dispute and fraud claims and Card Services service requests according to service level agreements (SLA). Monitors claims for trends in order to help reduce organizational risk. Responsible for inbound and outbound member service calls relating to Card Services.

Essential Duties and Responsibilities:

• Performs preliminary research into member dispute and fraud claims including contacting merchants and members for additional information in order to accurately process claims with a focus on problem resolution.
• Posts provisional credits for dispute and fraud claims according to MSGCU procedures and within SLAs.
• Maintains accurate logs of fraud and dispute claims as well as provisional and final credits. Monitors e-reports from Visa DPS and updates claims tracking accordingly.
• Remains up-to-date on fraud trends and monitors fraud and dispute claims for trends. Reports to Card Services Specialists for further research.
• Responds to internal service requests within SLAs including research, authorizations, replacement card orders, expedited card requests, and other changes to account status.
• Reviews processor e-reports and mobile access reports to process lost and stolen card reissues including determining whether to maintain the card relationship according to MSGCU policy, placing appropriate notes on the card record, and charging replacement fees as required.
• Reviews and processes reports from core system and external processing vendors as well as general ledger reports. Resolves outstanding items in a timely manner.
• Follows up with members regarding lost or stolen card reports and notifies members of card compromise as needed.
• Fields incoming member service calls relating to Card Services. Uses a consultative approach and asks high impact questions to identify and meet member needs, both perceived and unperceived. Listens for member cues and uses in depth knowledge of our products and services in order to cross sell and offers solutions for member needs by focusing on the benefits and value to the member. Resolves or redirects calls to appropriate team members for resolution.
• Processes Visa balance transfer requests and verifies travel information on Visa credit and debit cards.
• Supports Card Services Specialists in researching high dollar fraud claims.
• Properly maintains member account transactions within multiple systems and applications including Episys/Symitar, Visa DPS Pass-Thru, Data Navigator, Verafin, and Microsoft Office Suite.
• Contributes to process improvements within Card Services to enhance the member experience and increase operational efficiency and productivity.

Essential Knowledge, Skills, and Abilities:

• Member Focus: Builds strong member relationships (internal/external) and delivers member-centric solutions.

• Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency and enthusiasm.
• Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Instills Trust: Builds relationships and gains the confidence of others by modeling honesty, integrity, authenticity, and behaviors that align with organizational values. Exemplifies courage by stepping up to address difficult issues.

• Self-Development: Actively seeks new ways to grow and be challenged using formal and informal development channels.

Essential Preparation and Experience:

• High school diploma or GED; and
• 1 year of experience within a financial institution, preferably a credit union.

Working Conditions:

• Office and branch location environment with little discomfort from noise, extreme temperature, dust, or other factors.
• Occasionally required to travel throughout MSGCU's service area as business needs require.
• Exposed to potentially hazardous conditions, such as robbery. Receives detailed instructions and security procedures on an annual basis to minimize risk.
• This work involves sitting most of the time with brief periods of walking or standing and may occasionally require lifting and/or moving up to 10 pounds.

Compensation and Benefits:

Competitive salaries are just the starting point for MSGCU team members. Generous health benefits, vacation time, retirement plan contributions and discounts on loans and phone service also come with the job.

• Base hourly pay begins at $18.83 / hour
• Team members in this role are eligible to earn incentives as part of our variable compensation plan
• Medical, dental and vision on your first day! You can choose the most generous Health Savings Account (HSA)-eligible medical plan with no monthly premium for you (and your family)
• If you are at least 21 years old, you will receive a 3% contribution from MSGCU, and a 100% match for the next 7% you contribute to your 401(k)
• You will enjoy 13 paid holidays and up to 120 hours of PTO your first year of service (pro-rated based on start date)
• More information about our comprehensive total rewards package can be found here