Card Services Representative I

Take a leap and join our team!

At Gesa, we believe in the power of our people. Coming from all walks of life, our team members’ individual stories and unique experiences are our most valuable asset. But it’s how we come together, igniting our collective compassion and commitment to empowering our communities, that makes us succeed. Because we know we go further when we go together.

Here you can join a team who is passionate about serving others, has a desire to do good, and shares a deep love of people. You can engage in meaningful work that impacts your community. You can challenge yourself and grow in your career. And, you can rest assured that your wellbeing and prosperity are our priority.

Get to know us: About-Gesa Credit Union

Role Summary:

Reporting to the Card Services Manager/Team Leader, the Card Services Representative I performs day-to-day operations within the Card Services Department that support a plastics product and plastics user experience that is simple, reliable, competitive in the marketplace, and provides value for members and staff, all while balancing the inherent risk of the card products. Representative I assist members, employees, and vendors with card related inquiries and actively seeks out ways to enhance the capabilities of the Card Services Team, improve the plastics products, limit risk to the credit union, and improve the plastics user experience.

What You Will Be Doing:

1. Perform day-to-day operations for card related items such as account, system, and card maintenance.
2. Assist members, employees, and vendors with card related inquiries such as fraud/disputes, account closings, card transactions, and fees through various channels (including phone, email, Service Desk, etc.).
3. Process dispute and fraud claims. Communicate with Gesa staff, Gesa members, law enforcement, and court officials about dispute and fraud item as needed. Act as a first line of defense against debit card fraud, detecting fraud trends that put our cardholders at risk, and recommending fraud prevention rules to the appropriate parties internally.
4. Perform ATM cash deposit research and process corrections for Branches and Accounting.
5. Offer exceptional service to both members as well as coworkers. Abide by performance standards for the Card Services Department including response times for various inquiries, meeting deliverable due dates for various items, accuracy in completed work, and interacting with others in a way that supports a productive, professional, and positive relationship.
6. Actively seeks out ways to enhance the capabilities of the Card Services Team, improve the plastics products, limit risk to the credit union, or improve the plastics user experience. Make improvement recommendations to the Card Services Team Lead.
7. Attend credit union training sessions, conferences, or seminars as approved by the Card Services Team Lead in order to expand knowledge of the overall operations and philosophy within Gesa, the credit union/financial institution industry, or the plastics industry.
8. Maintain an awareness of laws, rules, regulations, policies, and procedures that affect the Card Services Department, and evaluate the impact of proposed changes to existing department policies and procedures.
9. Have a general knowledge of all service products offered by Gesa, and the ability to assist members with general Gesa questions when needed.
10. Maintain and protect all sensitive data utilizing the highest standard of confidentiality and professionalism.  
11. Perform other duties as necessary to ensure the success of the Card Services Department.

About You:

1. General knowledge of the operations of Gesa Credit Union and a strong understanding of the Card Services Department, and Gesa’s debit and credit card products Understanding of the Credit Union difference.
2. Strong interpersonal, customer service, and listening skills.
3. Experience with Microsoft Office programs. Proficient with software applications and reporting.
4. Effectively communicate ideas and information, both verbally and in writing.
5. Ability to make informed decisions. Must consider multiple factors such as user experience, risk, and financial impact, to determine the best possible outcome in a given scenario.
6. Must complete work reliably and with great accuracy to minimize negative member impact and potential risk to credit union.
7. Ability to quickly grasp and adapt to changes in business models and new technologies.
8. Strong knowledge of troubleshooting skills, techniques, and tools.
9. Contribute to process improvement efforts.
10. Strong organizational skills and the ability to adhere to schedules and project deadlines.

What You Will Need:

1. High School diploma or equivalent.
2. One year of similar or related experience, preferably in a credit union environment.
3. Proficient with standard office equipment, MS software programs; familiarity with standard reporting programs.
4. Some travel may be necessary to fulfill duties, career development, and training.

Our Team Member Value Proposition:

In exchange for bringing your talent to Gesa, here are a just a few of the benefits and perks we offer:

• Competitive Pay
• Medical, Dental, Vision, and Life Insurance
• 20 days/year accrual of Paid Time Off – Plus 10 Paid Holidays!
• 401(k) Match
• Incentive Program
• Tuition Assistance and Student Loan Repayment
• Commuter Benefits
• Paid Time Off to Volunteer in the Community
• Product discounts
• Engaging Work Environment
• Rewards and Recognition Programs

Salary Range:

$19.63-$29.45

Get wise to what’s possible with a career at Gesa. Join us!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact the HR Department at (509) 378-3100 or hrmail@gesa.com to request an accommodation.

Gesa Credit Union reserves the right to revise or change the job description as the need arises. This job description is not all inclusive of total job responsibilities nor does it constitute a written or implied contract of employment.

Selected candidate(s) must be able to pass a pre-employment credit/background check.

Gesa Credit Union is an Equal Opportunity Employer and strong advocate of workforce diversity. Race/Color/Gender/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Veteran.

Equal Employment Opportunity (gesa.com)