Credit Card Support Specialist

Duties And Responsibilities

• Research and resolve escalated customer service issues for current clients.
• Set up new accounts and collect necessary documentation.
• Handle research and escalated calls and emails from Consumer and Private Banking clients.
• Resolve issues such as researching declines, increasing limits, researching payments, and posting payments.
• Determine where and how to apply incorrect payments.
• Gather required documents for commercial accounts and input new consumer and commercial applications.
• Make outbound calls and emails as necessary to collect required documentation.
• Send collection reports to officers and make collection calls to clients as requested.
• Reconcile payments on accounts and post payment files to the system.
• Afford ongoing support to agent banks by coordinating credit card program details, conducting agent bank training, and assisting banks with promoting the program to existing and potential customers.
• Create and distribute marketing materials, as well as create training guides, tutorials, and develop training presentations for agent banks.
• Travel to multiple states to provide onsite training for agent banks.
• Develop agent bank websites and application links.
• Perform backup duties for Correspondent Banking Client Services Representatives as needed.
• Be familiar with all compliance regulations and policies applicable to this position and ensure compliance with these regulations and policies.

Qualifications

• Bachelor’s degree in finance, business, marketing, or a related field.
• Two (2) years of customer service experience.
• Previous banking experience preferred.
• Marketing experience preferred.
• Web development experience is a plus.
• Proficient in Microsoft Outlook, Word, Excel, PowerPoint, and mainframe.
• Basic knowledge of related federal and state banking compliance regulations and other Bank operational policies.
• Able to accurately type using a keyboard.
• Able to deal with difficult issues involving multiple facets and variables.

Physical Requirements And Environmental Conditions

• Sustained standing and sitting.
• Frequent use of PC, including typing or sustained attention to monitor.
• Occasional presentations requiring public speaking to small groups.
• Occasional lifting of basic office files or equipment up to 20 lbs.
• Occasional travel out of state.
• Normal office environment with comfortable internal temperatures and low level noise.