Card Services Representative III bei Pacific Service Credit Union

Working for Pacific Service Credit Union

We put people first. That includes our members, our employees and the communities we serve. We hire energetic and enthusiastic people who want to work as part of our team.

Pacific Service Credit Union has been recognized for the 10th consecutive year as a Top Corporate Philanthropist in the Bay Area by the San Francisco Business Times, and for the 7th year in a row as a Top Workplace by the San Francisco Chronicle.

What’s in it for you? 

Health insurance coverage: We provide our employees with 100% premium employer-paid medical, dental, vision, disability and basic life insurance for full-time employees and a low monthly premium for eligible dependents. 

401k: We contribute 3% of your base salary to your 401k account regardless of whether you contribute or not. In addition, we match 75% of your contributions up to the first 3% of eligible compensation beginning after your first day of employment and up to 6% after three years of service. Employees are vested at 100% for all employer contributions beginning the first day of employment.

Bonus program: All employees are rewarded for attaining our annual organizational goals.

Tuition Reimbursement program for employees eligible after six months of service.

Recognition program where employees can be nominated by management, their peers or by members.

Employee referral bonus.

Student Loan Repayment Assistance: Contributions toward your student loans every month by the credit union after six months of service.

Employees are eligible to receive a consumer loan rate discount.

Vacation and sick time: Full-time employees receive more than two weeks’ vacation per year, 11 paid holidays and 10 days of sick leave.

Our Hiring Process

We believe it’s important for you to know where you stand in our hiring process. Below is an outline of the steps we take to make the best hires possible.

Apply: Submit your resume for one of our job openings.

Our Talent Team and our partner – Total Quality Consulting (TQC Team) will review your submitted information and will call or email successful applicants for an interview as soon as possible.

In-Person Interview: After a screening call with TQC, we’ll invite a final number of candidates to our office for an in-person interview or set up a live Zoom meeting with the hiring manager(s).

If we believe that you have what it takes, we'll make an offer and provide next steps in the hiring process!

Pre-employment requirements include an employment application, standardized testing, including aptitude or skill-set test, a drug screen, a credit screen and a criminal background check.

About this Role

At Pacific Service Credit Union, we are committed to strengthening our members’ financial future through trustworthy practices, superior products, and exceptional service.  

As a Card Services Representative III, you will deliver exceptional member service across all functions of the Credit Union’s Card Services Department. This includes effective communication with members, internal departments, and external partners. Key responsibilities involve processing monetary transactions, maintaining account records, and conducting thorough research and resolution of disputes. The department supports a wide range of services, including Visa Debit, Visa Credit, ATM transactions, Mobile Wallet solutions, and Shared Branching operations. 

Essential Job Functions

• Comply with all federal and state laws, as well as organizational policies, procedures, and processes, including (but not limited to) those related to the Bank Secrecy Act (BSA), Identity Theft Red Flags, and Office of Foreign Assets Control (OFAC). Perform related responsibilities as required.
• Review, analyze and monitor risk management and fraud research software and reports to determine suspicious card activities on members’ cards or accounts to minimize loss exposure to the credit union. Perform Common Point of Compromise analysis and, based on fraud research, recommend course of action and/or risk rules with VRM to management.
• Handles escalated calls, works with a minimal amount of supervision and direction and is authorized to take reasonable actions necessary to carry out the responsibilities of the position within the policies and procedures of the Credit Union.
• Process  ATM/Debit/Credit card disputes and fraud claims in accordance with regulatory rules and Visa guidelines. Files CUNA/TruStage bond claims as necessary.
• This position does not have direct supervisory responsibilities but is expected to lead assigned projects and may oversee or coordinate the work of others involved.
• Assist in training employees as needed.
• Answer member inquiries by telephone, email or in writing, process monetary transactions and perform file maintenance using different vendors’ systems and Credit Union computer systems.
• Post payments and appropriate adjustments/charges to accounts, including adjustments for returned payments, account transfers, and credit balance refunds. Reconcile any unposted items, including general ledger accounts. Researches and resolves complex outages.
• Support research and resolution of Falcon alerts.
• Receive and process CAMS alerts for compromised cards.
• Process file maintenance requests, including address changes, closure requests, name changes, requests for replacement or additional cards, requests for adding an authorized user or other card related functions.
• Review and work department reports, block accounts as necessary, work with members, cardholders, and appropriate parties to ensure that losses are minimized.
• Provide service and correspond with members through online banking secure messaging.
• Post exceptions from daily reports, locate and correct any unresolved outages on a daily basis.
• Keep management aware of member problems, concerns with outside agencies, and workflow backlog.
• Enthusiastically provide support for Credit Union goals.
• Identify and recommend ways to continuously streamline or improve the work process and/or the work environment.
• Assist in researching and documenting department procedures and best practices.
• Deliver exceptional service with professionalism and accuracy.
• Foster a culture of continuous improvement and adaptability.
• Maintain regular and reliable attendance, including punctuality, are essential to achieving organizational excellence.

Supporting Functions

• Provide backup for Payment Services Department co-workers, as needed.
• Perform other duties as assigned by the Card Services Manager.

Competencies

The following competencies are essential for success in this role: 

• Collaboration: Establishes and maintains effective relationships, exhibits tact and consideration, displays positive outlook and pleasant manner, offers assistance and support to co-workers, works cooperatively in group situations, works actively to resolve conflicts
• Effective Communication: Expresses ideas and information in a clear and concise manner; tailors message to fit the interests and needs of the audience; delivers information in a manner that is interesting and compelling to the listener; keeps others adequately informed
• Execution: Turns strategy into action, aggressively pursues challenging goals and objectives; willing to put in requisite time and effort to accomplish objectives; takes a highly focused, goal driven approach toward work; implements plans efficiently and produces desired results within a specified timeframe
• Job Knowledge: Competent in required job skills and knowledge, exhibits ability to learn and apply new skills, requires minimal supervision, displays understanding of how job relates to others, uses resources effectively
• Member/Customer Focus: Displays courtesy and sensitivity, manages difficult member/internal customer situations, meets commitments, responds promptly to member/internal customer needs, solicits feedback to improve service
• Problem solving: Identifies and resolves problems in a timely manner, gathers and analyzes information skillfully, develops alternative solutions, resolves problems in early stages, works well in group solving situations
• Quality of work: Demonstrates accuracy and thoroughness; critically reviews work processes to ensure quality; identifies and resolves problems that could impact quality; makes sure deliverables and services meet all requirements, expectations and deadlines; does not make the same mistakes twice

 These competencies are essential to upholding our values and delivering exceptional service to our internal and external members. 

Required Minimum Qualifications

Education

• High School Diploma or equivalent required. Associate's degree or Bachelor's degree preferred.

Experience

• 4 to 6 years of operational experience in processing monetary account transactions within a computerized environment, preferably in a financial institution.
• Demonstrated expertise in balancing general ledger accounts and daily transactions, with the ability to identify and resolve complex out-of-balance conditions.
• Proven ability to thrive in a fast-paced, dynamic environment with a strong focus on accuracy and attention to detail—especially in performing repetitive tasks with a high level of precision.
• Excellent verbal, written, and interpersonal communication skills, including the ability to handle challenging member interactions with professionalism and empathy.
• Strong telephone communication skills with the ability to effectively engage with members and internal staff across various service situations.
• Working knowledge of Credit Union Payment Services functions, including related systems, procedures, and service offerings.
• Proficiency and advanced knowledge of Regulation E, Regulation Z, Visa Operating Rules, and day-to-day card services operations.
• In-depth understanding of network operating rules and regulations across platforms such as Star, Symitar, Visa DPS, CO-OP, Visa, Mobile Wallet providers, and Shared Branching, along with the Credit Union’s internal policies and procedures.

Other Information

Hours Required: A work schedule from Monday through Friday, generally 8 a.m. to 5 p.m., with some alternate work schedules. Hours may fluctuate moderately to accommodate business development activities.
This position is eligible for the credit union's telecommute policy. 

Travel Requirements: No travel required for this position. 

Work Environment: This position is based in a climate-controlled office environment with ergonomic workstations in a two-story building with an elevator. Subject to standard background noise found in an office environment. Natural light from large windows, supplemented by artificial lighting to ensure a comfortable working atmosphere. 

Disclaimer

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.