Bilingual (English/Spanish) Card Services Specialist I

Primary Location: Grand Rapids, MI (5537 Glenwood)

Employee Status: Full-Time

Workplace Type: Fully On-Site

Who we are:

At LMCU, you'll find more than just a job - discover a fulfilling career where your contributions truly matter. Join our talented team at Lake Michigan Credit Union and discover the difference an employer who puts people first can make in your career and life.

About this position: 

The Card Services Specialist I provides support to members and employees regarding debit, credit, and ATM card services. This role requires an understanding of credit union products, services, including processing card maintenance requests, issuing, renewing, replacing, and blocking cards, assisting with account and card-related inquiries, and reviewing account activity for potential fraud. This position requires strong communication, problem-solving, and organizational skills, along with the ability to manage multiple tasks while maintaining accuracy and delivering exceptional member service. The Card Services Specialist I plays an important role in protecting member accounts and ensuring a positive card services experience. 

What you’ll do: 

• Assist members and employees by researching and investigating their card-related inquiries via telephone and other communication channels, providing accurate and professional service. 
• Serve as an on-call interpreter for the assigned location and internal departments requiring Spanish language member-facing support, including assisting with member meetings and transactions, explaining financial products and services, resolving language-related issues, and clarifying policies to enhance communication and member experience.
• Respond to questions regarding debit cards, credit cards, ATM cards, account services, transactions, payments, and card-related products and services. 
• Resolve member and employee issues within established authority levels, escalating more complex matters to leadership with appropriate recommendations for resolution. 
• Verify member identities using established verification procedures to protect member information and prevent fraud. 
• Monitor for suspicious activity and promptly report potential fraud, security concerns, or policy violations to the appropriate personnel. 
• Educate members on account status, transaction activity, payment options, card servicing requests, and their rights and responsibilities associated with card accounts. 
• Process card maintenance requests, including card replacements, renewals, blocks, and other card servicing functions in accordance with established procedures. 
• Maintain accurate records and ensure all member and account information is updated in compliance with data governance standards and organizational policies. 
• Deliver exceptional member service by demonstrating professionalism, empathy, and a commitment to resolving member concerns efficiently and accurately. 
• Collaborate with team members and internal departments to ensure timely resolution of member and operational issues. 
• Maintain a thorough understanding of credit union products, services, card programs, policies, procedures, and regulatory requirements. 
• Actively participate in employee-led coaching and development sessions, taking ownership of personal growth goals, and applying feedback to improve performance. 
• Support departmental and organizational objectives by contributing to a culture of continuous learning, collaboration, and service excellence. 
• Maintain performance metrics and KPIs as well as duties and responsibilities assigned. 
• Adhere to and champion our core values of curious minds, collaborative hearts, and continuous excellence 
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. 

What you’ll bring:

• One (1) year of experience in a credit union, bank, contact center, or card services environment. 
• High school diploma or equivalent required.
• Proficiency in spoken English and Spanish, with the ability to interpret between multiple parties. Candidates must complete a telephone-based language proficiency assessment during the application process. 
• Experience with debit card, credit card, ATM, or payment processing functions. 
• Experience researching and resolving member accounts or transaction issues. 
• Experience using financial systems or card processing platforms. 
• Experience recognizing and escalating potential fraud concerns. 

What you’ll get:

• All Employees: weekly pay and retirement savings options.
• Full-Time Employees: comprehensive health coverage including medical (with prescription), dental, vision, HSA match, paid parental leave, and tuition reimbursement.
• To see a full list of our benefit offerings, check out this helpful guide!

Have additional questions about the role? Email the Talent Acquisition Team at: Careers@lmcu.org. 

If you lack access to the internet or require an accommodation in the application process, please send your resume via mail to P.O. Box 2848, Grand Rapids, MI 49501-2848.

LMCU is an Equal Opportunity Employer