Card Services Specialist I

Founded by a small group of educators, Michigan Schools & Government Credit Union (MSGCU) has been providing quality financial services to the community for 70 years and welcomes everyone in Michigan to bank with us. We are financial champions committed to helping our members achieve financial success by rallying behind them and their goals. As the sixth largest Credit Union in Michigan, MSGCU has 22 branch offices in southeast Michigan...soon to be 23! We have over 450 team members, more than 150,000 members, $3.9 billion in assets, and an average 97% member satisfaction rating for two decades.

We are a caring organization that strives to ensure an equitable and inclusive culture where everyone is valued and respected. With regular coaching and continuing education, we grow champions - team members dedicated to championing the success of our members. Our commitment to team member engagement has contributed to the honor of being named a Top Workplace by The Detroit Free Press 12 years in a row.

If you have a passion for helping people and providing exceptional and dependable service, we want you on our team!

Information about our comprehensive total rewards package can be found here.

Overview of Responsibilities: Responsible for handling all phases of card accounts with a primary emphasis on research, postings, corrections, reconciliation, and dispute resolutions related to MSGCU's VISA programs and services. Ensures timely follow-up and high member satisfaction by consistently providing excellent service to members and team members.

Essential Duties and Responsibilities:

• Assists with the coordination and administration of debit and credit card programs including processing applications, issuing new cards, reordering cards, revocation of cards, CAMS and fraud alerts (FALCON), and account maintenance, such as address changes, lost/stolen cards, etc.
• Ensures that Lending Management is kept fully informed about VISA activities impacting member service.
• Compiles, verifies, and files records and forms to control issuing, blocking (withholding), or renewal of credit and debit cards.
• Balances and posts transactions and reconciles and resolves out of balance situations to assigned general ledger accounts according to established procedures and time frames. Balances and posts daily exceptions for debit card transactions to members' accounts and/or general ledger accounts.
• Handles all stages of member card account management, payment issues, and transaction disputes including but not limited to opening new accounts, card replacements, link cards to account, stop payments, balance consolidation, closing accounts, deceased or charge-off status, ownership changes, credit line increases/decreases, payment automation, and balance corrections.
• Responsible for understanding, adhering to and complying with VISA rules and regulations pertaining to charge-back, fraud, and dispute resolution including processing fraud claims with local police department for fraudulent, criminal activity, or uncollected funds.
• Assists other departments and branch offices as needed to obtain information and/or correct account transactions.
• Effectively uses the vendor reporting system to retrieve daily reports and balance debit/credit settlements.
• Provides assistance and support for promotions and campaigns.
• Aids with quarterly VISA USA report submission for debit and credit card activity according to established procedure.
• Works closely with Accounting department to ensure accounts are accurate and general ledger accounts balance monthly.
• Monitors fraud losses and reports high dollar losses to Management.

Essential Knowledge, Skills, and Abilities:

• Member Focus: Uses effective listening skills to gain insight and understanding, resolve problems, and determine the needs of others in order to build strong relationships (internal/external) and achieve results in a professional, efficient, and courteous manner.

• Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. Sets and achieves high standards of excellence.
• Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Instills Trust: Gains the confidence of others by modeling honesty, integrity, and authenticity. Makes responsible choices and exemplifies courage by stepping up to address difficult issues and saying what needs to be said. Maintains a trusting relationship with all team members.

• Self-Development: Actively seeks new ways to grow and be challenged using both formal and informal development channels.

• Basic proficiency in Microsoft Office products, (i.e. Outlook, Excel, Word) and the ability to operate standard office equipment.
• Knowledge of simple cash accounting records and mathematical proficiency.

Essential Preparation and Experience:

• Associate degree in Accounting, Finance, or Business Administration or equivalent combination of education and relevant work experience; and
• 2 years of progressively more responsible experience in card services, accounting, or related field, preferably within a financial institution.
• Minimum high school diploma or GED required.

Working Conditions:

• Office and branch location environment with little discomfort from noise, heat, dust, or other factors.
• Occasionally required to travel throughout MSGCU's service area as business needs require.
• Exposed to potentially hazardous conditions, such as robbery. Receives detailed instructions and security procedures on an annual basis to minimize risk.
• This work involves sitting most of the time with brief periods of walking or standing and may occasionally require lifting and/or moving up to 10 pounds.

Compensation and Benefits:

Competitive salaries are just the starting point for MSGCU team members. We also champion our team members with generous health benefits, vacation time, retirement plan contributions and discounts on loans and phone service also come with the job.

• Base hourly pay begins at $23.50 / hour
• Team members in this role are eligible to earn incentives as part of our variable compensation plan
• Medical, dental and vision on your first day! You can choose the most generous Health Savings Account (HSA)-eligible medical plan with no monthly premium for you (and your family)
• If you are at least 21 years old, you will receive a 3% contribution from MSGCU, and a 100% match for the next 7% you contribute to your 401(k)
• You will enjoy 12 paid holidays and up to 120 hours of PTO your first year of service (pro-rated based on start date)
• More information about our comprehensive total rewards package can be found here