Card Support Associate I

At OnPath Credit Union, we share a passion for delivering exceptional service.

Your primary role will involve building relationships with our members, offering personalized solutions and identifying opportunities to help them

achieve financial success.

If you thrive in an environment with team members who truly enjoy what they do and you are sales driven and motivated to succeed, then OnPath is the place for you!

Voted eleven years in a row as one of the Top 40 Places to Work by the Times Picayune, we offer :

Competitive Compensation

Impressive Benefits Package including Medical, Dental, Life Insurance, and 401(K) Plan

Paid Vacation, Wellness, Sick Time, and more!

Interested? Become part of the OnPath team that believes exceptional service defines the core of who we are.

We are looking for a Card Support Associate to join our team! The hourly range for this position is $18.20-22.75 based on skills and experience. This position is classified as Hybrid.

SCOPE :

As a dedicated member of the OnPath FCU team, this role performs a variety of tasks that in partnership with the surrounding departments, provides cost effective financial services for the benefit of our members who are our primary focus. Our core values are what make us E.P.I.I.C. We are Empathetic to the vast situations and needs of our members and to each other. We are Passionate about the financial growth and success of our members. We are Innovative in our ideas and goals to remain at the top of our class in financial services. Our Integrity is not an option. We require our employees to be honest and have strong moral principles. We are Committed to our promise to be the best financial advocates for our members

PRIMARY FUNCTIONS :

Responsible for the day-to-day activities, procedures, and clerical needs within the Card Services Department, including dispute processing and card file maintenance.

Major Duties and Responsibilities

• Responsible for reviewing card dispute cases received from cardholders and prepares cases for decisioning, interviews members, gathers and inputs relevant research documents and notes into dispute tracking system for cases. Sends cases for decisions after review.
• Responsible for daily and monthly reporting including but not limited to TruStage submissions and daily card plastic inventory.
• Processes and responds to member requests as submitted by employees through Synapsys including, but not limited to, mobile wallet request, credit card reward maintenance, and card plastic restock.
• Assists in maintaining card servicing processes within credit union policies and procedures.
• Serves as first level escalation support for branch staff regarding Card Services in addition to assisting Card Services Associate II's with additional responsibilities as needed.
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Experience

Up to 6 months of similar or related experience, including preparatory experience.

Education

High school education or GED

Interpersonal Skills

A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and / or highly confidential nature. Communications may involve motivating, influencing, educating and / or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

Other Skills

Knowledge of, or the ability to learn, federal, state, and local laws, statutes, regulations, codes, and standards related to the area of responsibility is necessary. Proficiency with database software and the MS Office suite is also required.

ADA

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, view customer information, and talk or hear. The employee is frequently required to stand and walk. The employee must regularly lift and / or move up to 5 pounds and frequently lift and / or move up to 25 pounds.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and / or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Disclaimers

Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management. The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

OnPath FCU is an EOE / M / F / Disability / Veteran