Credit Card Representative

About the role

The Credit Card Servicing Representative plays a crucial role in supporting the ongoing servicing of credit card accounts at First Command. This role ensures that clients receive a world-class experience, addressing inquiries and servicing requests while maintaining compliance and accuracy.

Responsibilities

• Respond to inbound and outbound client inquiries related to credit card accounts (balances, transactions, payments, fees, disputes)
• Provide clear and accurate information regarding account terms, payment options, and account status
• Aid clients with general servicing requests, including account updates, payment arrangements, and account maintenance
• Ensure a positive client experience through timely, professional, and compliant communication
• Process payments, adjustments, reversals, and account changes accurately in system(s) of record
• Research and resolve transaction discrepancies, payment issues, and account variances
• Maintain a watchful eye for early delinquency and risk identification, offering education on payment responsibilities and available assistance options
• Transition accounts to Collections when Past due in accordance with procedures
• Collaborate with Collections, Recovery, Disputes, and Fraud teams to resolve complex account issues
• Coordinate with internal departments to ensure timely and accurate resolution of client concerns
• Support system updates, testing, and process improvements related to credit card servicing

Qualifications

• High School education or equivalent (college preferred)
• 1 - 3 years banking or related experience
• 1 - 2 years call center experience (preferred)
• Must be able to demonstrate exceptional client experience skills
• Strong analytical and mathematical skills
• Ability to apply bank policy and underwriting guidelines to all situations
• Ability to discern when exceptions to policy are appropriate
• Ability to apply all appropriate lending regulations to the process
• Confidentiality and ability to maintain confidentiality
• Familiarity with and ability to operate Microsoft Excel and Word, and ability to learn other systems as appropriate
• Ability to take ownership of duties and produce accurate results