STCU is a growing regional credit union that is consistently rated one of the top-performing credit unions in the nation, and we have been named as one of Fortune Magazine’s Great Places to Work. We look for employees who have a strong desire to serve others, are lifelong learners, are committed to working hard, have a fun-loving attitude, and who want to make a difference in our members’ lives. We love people who share our passion for integrity, service, innovation, education, people, and celebration.

STCU offers excellent benefits: 

• Paid time off
• Ten paid holidays
• Health plan – medical, prescription drug, dental, and vision
• Short-term disability insurance
• Life insurance and long-term disability insurance
• 401(k) retirement savings plan
• Training and development programs
• Semi-annual success sharing plan

The Card Services Representative I performs daily job duties surrounding departmental processes to ensure smooth and efficient operation of the card services department. Representatives also provide exceptional phone and email support to members and employees in the areas of debit and credit cards, ATMs, and shared branching. 

Principal Accountabilities
Departmental Duties

• Assist members and staff with questions relating to Credit, Debit, and Instant ATM Cards, ATMs, and Shared Branching.  Assist with the resolution of issues in a timely manner.
• Assist members and staff with questions relating to promotions, interest rates, and fee calculations.
• Assist members and staff with the documentation of transaction disputes, fraud, and account discrepancies.
• Document the report of lost or stolen cards, block cards, and update records on all systems.
• Generate new and replacement card requests.
• Process Travel Notification and Loan Transaction correction requests by updating all applicable systems to avoid disruption of service to members.
• Process Debit Card applications, Authorized User, and Surrender of Card forms from front-line staff and verify records for accuracy.
• Download and archive daily/monthly processor reports for STCU as necessary.
• Review, distribute, and process incoming mail.  Process departmental returned plastics, contact member, and gain appropriate address documentation.
• Access member statements and archived reports.
• Monitor Credit Card, Debit Card, ATM and Shared Branching risk reports and verify accuracy with members via phone or letter correspondence in order to prevent fraud and monetary losses.
• Review overdraft exception reports and close cards in order to prevent monetary losses.
• Assist with overdraft protection transfers and issues.
• Perform daily card order processes and monthly reissues as needed.

Member and Staff Relations

• Provide telephone and email support, adhering to communication policies and standards, as well as department goals and objectives.
• Offer assistance to members and staff.  Take ownership of the issue and follow through on all commitments.
• Provide members and staff with outstanding service in all interactions.
• Resolve member service issues and problems with professionalism, compassion, and respect.

Minimum Requirements
Knowledge, Skills and Abilities

• High School Diploma or equivalent required.
• Minimum one year customer service experience, preferably in a financial services environment.
• Demonstrated ability to communicate effectively and professionally, both verbally and in writing.
• Proficient knowledge of MS Office programs including Outlook, Word and Excel.
• Strong interpersonal skills required, including maintaining positive relationships and excellent customer service skills.
• Ability to work effectively and collaboratively in a diverse work group, as well as independently with minimal supervision.
• Ability to adapt to changes and prioritize and manage competing demands.
• Ability to read, analyze and interpret data and understand and communicate complex and diverse information.
• Ability to solve practical problems and deal with a variety of situations exercising flexibility and sound judgment in a fast-paced environment.
• Ability to make practical and timely decisions and explain reasoning for decisions.
• Strong work ethic required, including the ability to complete duties on time, consistently arrive at work on time as scheduled, and ability to work flexible hours and overtime as needed. 

Physical Abilities

• Must be able to regularly talk, hear, and operate a computer keyboard and mouse.
• Occasionally lift, pull/push, and carry up to 10 pounds.

Work Environment

• Exposure to constant or intermittent sounds at a low or moderate level consistent with an office setting. 
• Exposure to high-stress, fast-paced, deadline-oriented environment.

Please review our website for more information at www.stcu.org/careers.