Credit Union:
Member Access Processing (CUSO)

Region: Kent, Washington

Type: Staff

Contact: Kim Barsaloux
Email: [email protected]
Phone: (206) 787-1623

Closing: 10/31/2019

Job Description:

Essential Functions

  • Client Services
  • Core Client Support
  • Manage client support functions, related product and services, and resolution processes.
  • Research and resolve client inquiries, adjustments, settlement and invoicing issues.
  • Log all client inquiries in a timely manner.
  • Act as liaison between the client and Visa DPS support staff.

Assist in department procedure development.

  • Assist in the coordination of client meetings and development of client materials.
  • Prepare and distribute weekly client communications on a rotating basis.

Prepaid Client Support

        • Implement, service, train, and support MAP’s Gift and General Purpose Reloadable Clients and BEKEN’s General Purpose Reloadable Programs.
        • Respond to inquiries from clients, staff and key contacts.
        • Log all client inquiries in a timely manner.
        • Create and distribute Prepaid reports.
        • Monitor reorder points of Prepaid collateral, cards, and other inventory related tasks.

Assist in development of department procedures.

  • Secure and log internal account for Prepaid Card plastics, and track distribution of cards.
  • Unload funds on expired internal account cards monthly.
  • Prepare and distribute weekly client communications on a rotating basis.

Card Plastics and Personalization Support

  • Manage the reorder process for card plastics, inserts, and activation labels.
  • Prepare sales quotes and facilitate the proof approval process.
  • Research and resolve client inquiries on daily card vendor processes.
  • Log all client inquiries in a timely manner.
  • Support Implementations as needed while onboarding new clients.
  • Maintain effective and positive vendor relations.
  • Act as User Administrator for vendor web portals.
  • Assist with Training clients on vendor web portals.
  • Assist in development of department procedures.

Scope, Complexity and Judgment Required

  • Strong knowledge of Card Processing Platforms, DP systems and processors, network implementation strategies, telecommunications, ATM connectivity, item resolution and daily settlement processes.      
  • Ability to quickly assess impacts and coordinate appropriate response with internal and external stakeholders, including MAP clients, Visa DPS technical staff and client vendors in the tracking, reporting and resolving of outstanding issues.
  • Availability and timely responsiveness in after-hours emergency support for MAP Client base.

Skills & Experience

  • Strong computer skills, including willingness to understand and use research resources available through compact disk technology and the Internet.
  • Demonstrated knowledge of building and following product-specific project plans is essential.
  • Ability to set priorities and work independently and proactively, without close supervision.
  • Ability to exercise clear, focused written and interpersonal communications with clients, vendors and staff.
  • Ability to identify problems and recommend solutions.
  • Ability to organize, prioritize and manage multiple priorities with attention to detail and follow through.
  • Ability to work with tight deadlines and in pressure situations.
  • Ability to work with Member Access Processing business teams, clients and associated vendors in a collaborative team manner.

Education/Experience Required:

  • 1-3 years of electronic banking experience, including card issuance or related experience is preferred.
  • A demonstrated excellence in the management of account/vendor relations, account/system resolution(s) and client service is preferred.
  • Demonstrated ability to work independently and solve problems.
  • Specialized training in computer programs such as Microsoft Word, Excel, PowerPoint, Outlook, and Project, as well as database management programs is preferred.
  • Demonstrated ability in procedure writing is preferred.
  • Direct client service experience in credit, debit, ATM, POS card programs preferred