Debit Card Specialist- After Hours Support

Schedule - Onboarding and Training Period will be 8:00am-5:00pm, Monday-Friday.
Once all training has been completed, scheduled hours will transition to 3:00pm-12:00am Monday-Friday and 12:00pm-12:00am Saturday with one day off during the week.
POSITION OBJECTIVE: Through Humble, Hungry and People Smart Virtues, the Debit Card Specialist enhances the experience for members and internal owners by exhibiting versatile, professional, and efficient attributes as well as drive to deliver the “WOW” member service experience to become the Standard of Excellence.
The Debit Card Specialist will provide remote service delivery support over the phone to internal and external owners for member transactions, debit card practices, account maintenance and electronic services.
This professional will improve overall service efficiencies by ensuring quality and accuracy of operations through quality control reviews, maintaining updated policies and procedures, effectively identifying opportunities to improve processes, and proactively raising awareness of changes to Credit Union guidelines in support of Northern’s strategic direction, mission and vision.
ESSENTIAL JOB FUNCTIONS Proactively serves as a role model and demonstrates individual commitment to Northern’s Ownership philosophy by: Exhibiting high energy, a positive attitude, creativity, and passion for member service.
Maintaining an active, positive, professional image and reputation for Northern in the community while spreading the Ownership philosophy internally and externally.
Engaging in the recommendation of enhancements to further promote Northern’s Culture and the Standard of Excellence for member service.
Keeping open communication alive by inspiring owner participation on teams, listening to owner ideas, holding meetings, and publishing regular announcements.
Taking every opportunity to build or enhance member relationships and contributing to their financial well-being.
Effectively and efficiently ensures quality service through the afterhours phone service delivery channels by: Actively educating internal and external Owners through effective communication and training to increase awareness and usage of alternative, convenient service delivery channels.
Performing member transactions while ensuring accuracy and follows all applicable procedures.
Efficiently educating, researching, resolving, and notifying members regarding inquiries including, but not limited to, debit cards, online/mobile banking, check review, etc.
Reviewing, approving, and processing checks deposited through electronic service delivery channels up to and including ATMs, Mobile Banking, Remote Deposit Capture, etc.
Performing maintenance and troubleshooting for, but not limited to, ATM check review online and mobile banking; debit cards, etc.
Proactively ensures member’s contact information is current and updated in Northern’s core processing and debit card systems.
Demonstrating knowledge and understanding of the overdraft program and educating members on overdraft services.
Effectively makes recommendations on fee reversals using Northern’s CRM system.
Ensures the Standard of Excellence in member relationships by ensuring the quality and accuracy of team operations in accordance with Northern’s practices, procedures, and guidelines through: Performing regular audits to verify the information is complete and accurate and recommending areas of opportunity.
Coordinating and conversing with internal owners to retrieve necessary documents related to debit card events and activity while effectively holding internal owners accountable to Credit Union standards.
Reviewing, developing, and documenting processes, procedures, and workflow manuals to establish overall consistency.
Assists Owner Solutions Manager by regularly pulling reports and verifies the quality and accuracy of member information in Northern’s CRM member tracking system.
Assisting with internal investigations when controls fail or are compromised, and the credit union experiences a loss, or potential loss, due to defalcation.
Identifying risk and recommending changes to management to reduce overall risk.
OTHER JOB FUNCTIONS: Flexible hours include Monday through Saturday evenings with a day off to meet established goals.
Through Ownership Pride, promotes Northern's Core Values throughout the organization.
Promotes teamwork within the Credit Union and actively seeks solutions to issues related to member and internal owner expectations.
Actively participates in other Credit Union duties, functions, committees, and events as may be reasonably requested, or on a volunteer basis.
Provides informed, prompt, professional and accurate communication, service and support to all members and internal owners.
Participates in the future of the credit union by offering constructive suggestions that may attract new members and/or enhance product penetration.
Obtains, maintains, and applies a thorough working knowledge of credit union history and philosophy, regulations, and policies and procedures of the credit union as well as all other credit union products and services and delivery channels.
Identifies and participates in educational programs such as Cornerstone online training resources, schools and/or conferences to continually develop greater knowledge and expertise in mortgage lending and customer service.
Takes initiative for personal career development and seeks opportunities to learn new skills.
Reports all suspected fraud activity immediately to the appropriate team.
Telecommuting work environment.
QUALIFICATIONS, SKILLS AND EXPERIENCE High School graduate or equivalent.
Six months to two years of similar or related experience, including time spent in preparatory positions.
Clear communication with internal and external customers is required along with the ability to effectively develop and motivate people in one-on-one and in small group situations is essential.
Ability to work within a team while working independently.
Ability to multi-task and move quickly between priorities.
Ability to prioritize a wide range of responsibilities and handle multiple tasks and projects accurately and completely while meeting conflicting deadlines.
Must be technologically specially as it relates to self-service options and keeps abreast of evolving consumer needs and trends.
Must adapt well to new or non-traditional environments and display a commitment to the community, to increasing member engagement and to Northern’s objectives.
A full working knowledge and ability to utilize a broad range of PC-based software programs, including Microsoft Office Suite and other internal database programs.
Physical Activities and Requirements of this Position: Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
Talking: Especially where one must frequently convey detailed or important Instructions or ideas accurately, loudly, or quickly.
Average Hearing: Able to hear average or normal conversations and receive ordinary information.
Repetitive Motions: Movements frequently and regularly required using the wrists, hands, and/or fingers.
Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate office equipment.
Physical Strength: The employee is frequently required to stand and must be able to lift 30 lbs.
on occasion.
Working Conditions: No hazardous or significantly unpleasant conditions.
Mental Activities and Requirements of this position: Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving few variables.
Mathematics Ability: Ability to perform basic math skills, use decimals to compute ratios, and percents, and to draw and interpret graphs.
Language Ability: Ability to read a variety of books, magazines, instruction manuals, and online resources.
Ability to prepare memos, reports, and essays using proper punctuation, spelling, and grammar.
Ability to communicate distinctly with appropriate pauses and emphasis, correct pronunciation (or sign equivalent), and variation in word order using present, perfect, and future tenses.
Compensation: The base pay range for this position is $15.
75 to $20.
66 per hour.
Exact offers will be determined based on job-related knowledge, skills, and experience