Founded by a small group of educators, Michigan Schools & Government Credit Union (MSGCU) has been providing quality financial services to the community for more than 70 years. We are financial champions dedicated to helping our members achieve financial success by rallying behind them and their goals. As the sixth largest credit union, MSGCU has over 450 team members and serves 150,000 members with a 97% satisfaction rating for two decades. We take pride in our diverse and inclusive culture where everyone is valued and respected, which has earned us the honor of being named a Top Workplace by The Detroit Free Press for thirteen consecutive years.
If you are passionate about helping people and delivering exceptional service, you are the candidate we want!
Job Overview:
As a Card Services Agent, you will respond to member card dispute and fraud claims, ensuring adherence to our service level agreements. Your proactive approach in monitoring claims will be instrumental in helping to identify trends and reduce organizational risk. You will handle inbound and outbound member service calls related to Card Services. Key Responsibilities: Conduct preliminary research on member dispute and fraud claims, engaging with merchants and members for additional information to resolve issues effectively. Post provisional credits for claims in accordance with MSGCU procedures and SLAs. Maintain accurate logs for fraud and dispute claims, including provisional and final credits, and monitor updates from Visa DPS. Stay informed about fraud trends and report any observations to Card Services Specialists for further investigation. Address internal service requests promptly, such as research, authorizations, and card replacements. Process lost and stolen card reissues and ensure card relationships align with MSGCU policies. Review core system reports and external processing vendor reports to resolve outstanding items efficiently. Follow up with members regarding lost or stolen cards and notify them of any card compromises. Field incoming service calls, utilizing a consultative approach to identify and address member needs while promoting relevant products and services. Handle Visa balance transfer requests and verify travel information for Visa credit and debit cards. Assist Card Services Specialists with high-value fraud claims as necessary. Accurately maintain member account transactions through various systems including Episys/Symitar, Visa DPS Pass-Thru, Data Navigator, Verafin, and Microsoft Office Suite. Contribute to process improvements within Card Services to enhance member experience and operational efficiency. Required Skills and Qualifications: Member Focus:
Build strong relationships and deliver member-centric solutions. Action-Oriented:
Embrace new challenges with enthusiasm and urgency. Effective Communication:
Deliver clear communications tailored to diverse audiences. Trustworthy:
Earn the confidence of others through honesty and integrity in all actions. Self-Development:
Actively seek opportunities for personal and professional growth. Experience Required: High school diploma or GED. At least 1 year of experience in a financial institution, preferably a credit union. Work Environment: Office and branch environments with minimal discomfort. Some travel may be required within MSGCU's service area. Exposure to potential hazards such as robbery with provided security training. Compensation and Benefits: Starting pay of $19.25 per hour with the opportunity to earn additional incentives. Comprehensive health benefits effective immediately, including medical, dental, and vision. Generous retirement plan contributions including a 3% contribution from MSGCU if you are 21 or older, plus a match for your contributions. Enjoy paid holidays and up to 120 hours of PTO in your first year.
As a Card Services Agent, you will respond to member card dispute and fraud claims, ensuring adherence to our service level agreements. Your proactive approach in monitoring claims will be instrumental in helping to identify trends and reduce organizational risk. You will handle inbound and outbound member service calls related to Card Services. Key Responsibilities: Conduct preliminary research on member dispute and fraud claims, engaging with merchants and members for additional information to resolve issues effectively. Post provisional credits for claims in accordance with MSGCU procedures and SLAs. Maintain accurate logs for fraud and dispute claims, including provisional and final credits, and monitor updates from Visa DPS. Stay informed about fraud trends and report any observations to Card Services Specialists for further investigation. Address internal service requests promptly, such as research, authorizations, and card replacements. Process lost and stolen card reissues and ensure card relationships align with MSGCU policies. Review core system reports and external processing vendor reports to resolve outstanding items efficiently. Follow up with members regarding lost or stolen cards and notify them of any card compromises. Field incoming service calls, utilizing a consultative approach to identify and address member needs while promoting relevant products and services. Handle Visa balance transfer requests and verify travel information for Visa credit and debit cards. Assist Card Services Specialists with high-value fraud claims as necessary. Accurately maintain member account transactions through various systems including Episys/Symitar, Visa DPS Pass-Thru, Data Navigator, Verafin, and Microsoft Office Suite. Contribute to process improvements within Card Services to enhance member experience and operational efficiency. Required Skills and Qualifications: Member Focus:
Build strong relationships and deliver member-centric solutions. Action-Oriented:
Embrace new challenges with enthusiasm and urgency. Effective Communication:
Deliver clear communications tailored to diverse audiences. Trustworthy:
Earn the confidence of others through honesty and integrity in all actions. Self-Development:
Actively seek opportunities for personal and professional growth. Experience Required: High school diploma or GED. At least 1 year of experience in a financial institution, preferably a credit union. Work Environment: Office and branch environments with minimal discomfort. Some travel may be required within MSGCU's service area. Exposure to potential hazards such as robbery with provided security training. Compensation and Benefits: Starting pay of $19.25 per hour with the opportunity to earn additional incentives. Comprehensive health benefits effective immediately, including medical, dental, and vision. Generous retirement plan contributions including a 3% contribution from MSGCU if you are 21 or older, plus a match for your contributions. Enjoy paid holidays and up to 120 hours of PTO in your first year.