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Form of workRole:
The Card Support Specialist provides card and account service support to the MAST, front line staff, lending center, and members. This position manages the institutions instant issue program, assists with all cards, account, and loan servicing requests, assists with processing the daily mail, and provides training on systems related to cards.
Essential Functions & Responsibilities:
- Maintains security and administers the instant issue card program. This includes but is not limited to managing card inventory and printer supplies for the branches. Performs branch audits with instant issue machines, as well as trouble shoots equipment and software issues.
- Provides support to front-line staff and members including, but not limited to answering questions regarding card usage, investigating, resolving card related issues, account, and loan servicing. Communicates pertinent information as needed to relevant staff.
- Assists with the daily mail processing, wire requests, Platinum upgrades, MOVE.LOAN requests, CATS and PULSE training for MAST new hires, HELOC card requests, and other departmental projects and responsibilities as needed.
- Processes department reports including, but not limited to VIP travel requests, card order reports, and the VISA DPS Expanded AP Summary report. Maintain department desk procedures including writing and updating as needed.
- Provides user access to card systems and performs debit card limit increases and assists with department invoices.
Performance Measurements:
- Accountability - Holds self-accountable for quality, timely and effective results. Follows determined objectives and priorities. Accepts responsibility for mistakes; complies with established systems and rules.
- Attention to Detail – Carefully thinks through assignments or situations and demonstrates logical thought (related to CU practices /processes), and attention to detail. Work is accurate and complete.
- Communication - Listens to others, processes information, and communicates appropriately. Gives feedback when requested and is receptive to feedback received. Keeps others informed and ensures message is received by end-user.
- Member Service - Meets the needs of both internal and external members. Delivers quality products and/or services; exhibits a can-do attitude.
- Job Knowledge - Meets job knowledge for current position level. Usually performs all tasks in expected time. Employee is continuing professional growth. Works with appropriate level of supervision and knows when to ask questions or ask for help. Usually uses available resources before requesting assistance.
- Decision Making, Problem Solving & Critical Thinking - Uses good judgment and solves common or routine problems. Understands how actions effect department and CU. Seeks advice or guidance when appropriate
- Teamwork – Promotes team and departmental teamwork, Expresses positive expectations for others, speaks of team members in positive terms, shows respect for others.
Knowledge and Skills:
Experience: One year to three years of similar or related experience.
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 self-motivated, organized, flexible and persuasive when dealing with network processors and other financial institutions to mitigate losses. Excellent oral and written communication skills. Working knowledge of the internet and basic user of MS Excel, Word, and Outlook. Proficient use of telephone systems.
Physical Requirements: Good hearing to communicate by telephone, good eyesight to research data. Ability to sit at computer for a long period of time. Ability to focus on computer screen for extended periods of time.
