Global Cards Solutions serve as a voice of the member to the organization and create a need to look at cardholders through a Global lens. Each decision we make factors in the complexity of our member's Global presence whether it relates to marketing campaigns, card delivery, fraud management, product enhancements or member experience. We aim to provide the best card product program with the highest quality service to match while taking into account the unique needs of our global membership. We work with vendors to implement the best product offerings with innovative technology to add value to and enhance our member's card experience.
This position is hybrid.
NYC Salary Range - $90,000-$150,000 annually; compensation is commensurate to geographic location.
What you'll do
Proactively increase member satisfaction and loyalty by identifying and implementing actionable plans to deliver a positive, meaningful member experience across all interactions concerning Global Cards Solutions.
Monitor the activities of the GCS Member Experience team to ensure compliance with acceptable standards of service.
Develop and monitor journey maps for the different lifecycle stages of the member. Lead and track efforts to implement necessary process changes.
Collaborate with Product Management, Operations Management, Quality Assurance/Training and Analytics teams to ensure products and services are meeting member needs and expectations.
Work with Analytics team to define KPIs for member experience and Global Cards dashboards.
Manage and maintain the collection of feedback and issues across all channels and translate to actionable enhancements and projects.
Train and develop staff.
What we're seeking
Bachelor's degree and 7+ years of relevant and progressive experience in financial services, including cards
Experience dealing with a dynamic and evolving work environment
Proficient at Excel and PowerPoint
Process management experience
What makes you stand out
Microsoft Visio and Monarch tool skills
Qualtrics and Signavio experience
Who we are
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.
