Global Cards Solutions Specialist II – Card Delivery Operations

Upholds UNFCU’s commitment to provide service excellence and a high-quality member experience. Responds to member inquiries in a timely manner and resolves member issues related to credit and debit card maintenance. Assist with other functions within the department to meet service level agreements, this includes in-office responsibilities related to card delivery operations. Able to execute on all member service-related tasks within the department.

This position is expected to be on-site work model – 5 days a week

NYC Salary Range - $60,770 - $75,990 annually; compensation is commensurate to geographic location.

• Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.

• Ensure superior member service and satisfaction by effectively resolving members’ card related issues through various interaction channels.
• Manage and process daily in-office card deliveries, including preparing cards for mailing.
• Coordinate with internal teams and vendors to resolve delivery issues as directed.
• Maintain compliance with all standard operation procedures (SOPs) related to physical card issuance and shredding.
• Process card order requests (express/standard delivery) to designated locations/duty stations as directed by the member.
• Perform necessary maintenance/adjustments to members’ cards, block accounts, and complete transfers.
• Track and maintain daily records for card delivery and shredding activities by entering accurate information in interdepartmental logs and systems.
• Provide reporting support by extracting data from logs and compiling it as directed.
• Provide support to Global Contact Centers, Retail Branches and Representative Offices for card related member issues.
• Engage in ongoing cross-training across departmental functions to provide coverage and help meet service level commitments as needed.
• Identify and escalate system or card delivery issues impacting successful card fulfillment.
• Complete card delivery and shipping tasks in accordance with daily processing timelines and internal service level expectations.
• Navigate multiple service applications.
• Process financial adjustments within Cards core systems (DNA and Springboard).
• Review daily reports when necessary.
• Write, review, and update department procedures in accordance with department timeframes to ensure proper documentation is established.
• Complete required training classes.
• Perform additional responsibilities as assigned.
• Ensure compliance with federal and state laws and regulations and UNFCU’s Code of Ethics & Business Conduct.

• Bachelor’s degree, or some college coursework completed
• 2-4 years of experience related to debit and credit card processing
• Computer proficiency with basic to intermediate knowledge of Microsoft Word, Excel and PowerPoint

• Familiarity with maintaining logs and updating routine reports in Excel or shared tracking systems
• Knowledge of debit and credit card processing
• Conscientious and detail oriented with ability to problem solve
• Able to manage multiple tasks and provide a high level of service
• Excellent verbal & written communication skills
• Ability to work independently and within a team environment

UNFCU is a global not-for-profit financial institution that serves the UN community. We are committed to providing peace of mind to our members and colleagues and strive to achieve service excellence in all that we do. The best part of UNFCU is the people. Those that choose to work with us often find personal fulfillment, professional growth and a purposeful culture. 

UNFCU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. UNFCU prohibits discrimination and harassment of any type. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by country, federal, state or local laws