Bankcard Customer Support Specialist

About the role

Service our customers and provide support to Central Bancompany employees, rotating into various duties and assignments as needed. Maintain a high level of competency and handle all requests across multiple electronic systems.

Responsibilities

• Provide customer service via telephone and email concerning consumer credit cards, small business credit cards, and debit cards, exhibiting legendary service standards.
• Process daily payments, reports, application entry, and customer requests for credit and debit cards.
• Answer questions and provide solutions to problems for both internal and external customers.
• Handle customer issues and questions, including special projects or research requests as needed.
• Respond to account inquiries, answering questions about accounts, products, services, rates, and special promotions.
• Answer telephone calls promptly, communicating effectively and actively listening to determine customer needs.
• Maintain an understanding of all bankcard products and services.
• Keep accurate CRM records of all customer contact.
• Maintain department files and an organized work area.
• Complete regular training sessions to increase knowledge about the bank and financial services industry.
• Complete special projects as assigned, following department and bank procedures to make customer-benefiting decisions (e.g., refunding service charges).
• Prepare reports pertaining to assigned work and communicate concerns in internal meetings.
• Utilize resources to solve problems and seek assistance when needed, referring customers to other areas for additional services.
• Ensure compliance with all applicable banking regulations.
• Perform other duties as assigned.

Skills

• Effective communication and active listening.
• Ability to make decisions following department and bank procedures.
• Proficiency in maintaining organized records and work areas.
• Strong problem-solving and customer service skills.
• Understanding of bankcard products, services, rates, and promotions.
• Ability to work collaboratively with coworkers, managers, and other bank departments.