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Tasks
1. Processes new cards.
2. Trouble shoots card problems.
3. Interface with third party processors to coordinate the research and resolution of card product disputes and fraud.
4. Closes/cancels cards.
5. Handles fraud cases/stolen cards.
6. Updates addresses on card system.
7. Orders cards/personal identification numbers.
8. Files new card information.
9. Scans new card information into system.
10. Answers card questions.
11. Processes card reports.
12. Changes credit limits.
13. Replaces lost cards.
14. Blocks suspicious cards.
15. Re-issues expired cards.
16. Assists members with personal identification number (PIN) inquiries.
17. Reconciles daily and monthly account balances.
18. Assists members with lost or stolen cards.
19. Sets up accounts.
Knowledge of…
• Applicable regulations
• Card programs
• Credit union policies regarding lost/stolen cards
• Criteria for changing limits
• Eligibility requirements
• Filing system
• Procedures for closing cards
• Procedures for handling fraud
• Procedures for handling lost/stolen cards
• Procedures for issuing cards
• Vendors
• VISA/Mastercard procedures
Skills in…
• Analyzing information
• Answering first-use questions
• Calming upset people
• Communicating in writing
• Communicating verbally
• Empathizing with members
• Filing
• Following through
• Listening
• Making decisions
• Managing card inventory
• Organizing
• Paying attention to detail
• Setting priorities
• Showing a positive attitude
• Showing calmness under pressure
• Solving problems
• Sorting through details
• Using a ten-key calculator
• Using basic accounting skills
• Using basic math skills
• Using computer skills
• Using sound judgment
Behavior
• Accuracy
• Courteousness
• Efficiency
• Firmness
• Friendliness
• Helpfulness
• Patience
• Persistence
• Politeness
• Promptness
• Tactfulness
• Thoroughness
• Timeliness
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