This position may be performed remotely or in office, specifically providing phone support for Credit Union Members during non-traditional business hours. Essential Functions and Responsibilities: Personally provides exceptional member service; uses Service Standards in every work-related interaction. Actively participates in meeting the goals of the department and the Credit Union. Works cooperatively with others as part of a formal or informal team to accomplish department and Credit Union goals. Provides excellent service by using a positive and professional tone to assist callers and team members accurately, thoroughly, and as efficiently as possible while maintaining consistent and friendly service. Uses organizational tools and techniques to complete tasks on time and successfully manage multiple competing priorities simultaneously. Service: Serves as department representative, answering incoming member phone calls after hours. Provides back-up support for Card Services Specialists’ daily work and reports. Collects initial details for disputes, input and posting files, and reconciliations. Works reports and logs that are used in conjunction with each card type. Reissues lost, stolen or damaged credit and debit cards, maintaining logs for each card type; prepares new or replacement cards to be mailed. Resets Personal Identification Numbers (PINs), implements travel strategies, updates card information and assists with authentication tokens. Accesses various systems to manage or research information including Symitar, Co-Op, CPI Card Group and Visa Debit Processing Service (DPS). Warm transfer calls to Visa’s automated system for card activation/PIN reset or change and to Visa Falcon for Falcon block and others as needed. Manually processes monetary credit and debit card transactions to ensure accurate account balance. Balances, processes, and/or maintains various shared branch, credit, debit and ATM reports, including General Ledgers (GLs). Reports suspicious activity identified to the department leadership to further investigate. Development: Exemplifies the attitude, aptitude, and ability to learn quickly and efficiently while showing assertiveness in personal development. Independently takes responsibility for learning and development by acquiring and refining of technical and professional skills needed in job-related areas. Provides feedback on department policies and processes to improve efficiency and service outcomes. Regular and predictable attendance and punctuality. Maintains a working knowledge of Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Asset Controls (OFAC), and complies with all laws/regulations applicable to area(s) of responsibility. Completes all required and assigned training modules by established due dates. Maintains working knowledge of Credit Union policies and procedures. Completes all other duties as assigned by supervisor/leadership as necessary to achieve the goals of the Credit Union and the department.