Card Services Representative

First Financial Credit Union (FFCU), a Southern Californian financial institution, is seeking a Card Service Representative to join its team at its new operations center in Pasadena. This role provides quality member service to internal and external members as well as provides technical support and education on products and services to front line staff. Performs monetary data entry and dispute research/resolution. Department supports Visa Debit, Visa Credit, ATM and Mobile Wallet

Job Responsibilities

• Process request for blocking, replacement or additional cards, requests for adding an authorized user, name changes or other card related functions
• Provide support on card activation and resetting max PIN tries

• Increase Visa Debit ATM and POS limits within maximum guidelines
• Review and work daily chargeback financials, FIER, lost, return mail and fraud (CCS) reports
• Able to use and explain Digital Wallet app features to members, for example: Apple Wallet or Samsung Pay
• Work daily exception reports
• Resolve daily Synapsys service events within established service line agreements
• Review ATM suspect transaction reports and contact members as needed
• Process ATM/Debit/Credit card disputes and fraud claims accordance with regulatory rules and Visa guidelines. Maintains dispute tracking, vendor communications, and general ledger balancing
• Files Berkley/FinSecure claims as necessary
• Timely and professional processing of member requests, inquiries and correspondence
• Provides member education on products and services
• Performs various routine clerical duties
• Actively participates in credit union and department team building/promotions
• Updates job knowledge by participating in educational opportunities (individual learning plans)
• Performs all duties in compliance with laws, regulations, Credit Union policies and procedures
• Must comply with all BSA and OFAC regulations
• This job description is subject to change at any time
• Performs all other duties as assigned

Qualifications, capabilities and skills

• Member focused, proactive, goal oriented, team player
• Strong communication skills such as written, verbal, and active listening
• Well organized, able to multi-task, set priorities, and manage time effectively
• Solid understanding of Regulation E and Regulation Z
• Proficient in Microsoft Word and Excel