Credit Card Specialist

Merchants Bank, Winona, is seeking a Credit Card Specialist. Duties include assisting existing and potential credit card customers, reviewing credit card applications, maintenance on credit card accounts, processing reports, and assisting in rewards redemption. This position will investigate when there are lost cards, fraud claims, or disputes. Also includes balancing the portfolio to the general ledger and various check back of reports.

Hours for this position are Monday-Friday from 8am-5pm. Must have excellent customer service, organizational, and attention to detail skills. Must be capable of applying effective selling techniques in serving customers. Position requires good computer skills, the ability to grasp new procedures quickly and be able to multi-task while maintaining accuracy.

Please click on Apply Now or apply in person at Merchants Bank, Winona (102 E 3rd Street). Questions can be emailed to hr@merchantsbank.com. Merchants Bank is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.

Hours: Hours will be between 8am-5pm Monday through Friday.

Job Summary:

This is a responsible position that supports all Credit Card functions directly related to the retail side of the Credit Card program. Position requires individual to perform a varied group of tasks with limited supervision, but within well-established policies and procedures. Must be well organized with the ability to prioritize work demands and plan work process. Individual must possess good communication skills and be responsive and sensitive to customers' needs. Must be capable of applying effective selling techniques in serving customers. Position requires good computer skills, the ability to grasp new procedures quickly and be able to multi-task while maintaining accuracy.

Responsibilities:

Essential Duties:

• Balance Credit Card portfolio to general ledger as well as 24 checking accts, daily.
• Download reports daily and upload information internally to update GLs and run reconciliation sheets.
• Maintenance on all existing Credit Card accounts.
• Check back of reports from previous day. Maintenance and payments.
• Assist Manager in processing daily credit card reports and follow-through on all account maintenance.
• Review all new Credit Card applications received from other departments.
• Assist branches in processing Docu-sign credit card applications.
• Assist in rewards redemptions.
• Follow-up on lost cards and investigate / manage fraudulent claims & disputes.
• Handle inquiries and dispersal of cards.
• Assist Business Card Admins with Ezbusiness site functionality and access.
• Submit tickets to Card vendor when system assistance is needed.
• Refer credit card add-ons and cross sell other banking products to customers.
• Serve as backup to Treasury Management Dept for Merchant Processing questions and maintenance.
• Service all existing credit card holders, solving problems, advising on billing procedures, etc.
• Keeps current on all changes to the VISA procedures, as well as FIS and ServiceView.
• Keeps current on updates to all procedures and policies on our card base.
• Assist in training of all Bank personnel regarding changes in the program.
• Properly document all pertinent account information.
• Service business customers and promote Expense Manager online tool.
• Assist in any other functions of the department as directed by the Manager.
• Complete balance transfers as requested by lenders or customers.
• Assist Customer Recovery Dept in making contact with customers on the 30 day delinquency report to inquire about making payments.
• Review reports to follow up on temporarily blocked cards.
• Provide customer service to the entire Merchants Footprint through email and phone.
• Employee will be expected to contribute to a positive working environment through words and actions.
• Employee will be expected to complete compliance assignments as needed.
• Assist Manager to maintain close working relationship with FIS and keep updated on any procedural changes for the system.
• Assist Manager by planning & executing promotions & campaigns to grow our credit card portfolio.
• Be back-up to manager in completing monthly, quarterly, and/or annual reports.
• Assist all branches with troubleshooting issues with their Cash Advance machines.

Exceptional Customer Service:

• Ensure that internal and external customers receive outstanding service.

• Be efficient and accurate when processing customer transactions, as outlined in current policies and procedures.

• Provide excellent customer service by greeting customers, seeking to understand their needs, and offering them personalized solutions.

• Provide high-quality consultative conversations to uncover needs and opportunities.

• Resolve customer issues and concerns promptly and effectively; escalate when needed.

• Be proficient and happily able to assist customers on the systems including online credit card sites, e statements, mobile banking, telephone banking and anything else the customer may need assistance with.
• Stay calm, professional and focused under pressure.

Relationship Building:

• Build strong relationships with customers to understand their financial goals and identify opportunities to meet their needs.
• Foster long-term customer loyalty through ongoing card relationship management and exceptional service.
• Build strong internal relationships with immediate coworkers as well as Merchants Bank employees in all shared services areas.

Working Conditions:

Inside working environment, low noise, will work independently with some customer traffic in person; however, will have high degree of telephone contact. Very limited exposure to hazardous substances. Work will be performed primarily sitting at a desk. Requires high degree of finger dexterity, very good hand-eye coordination.

Mental Demands:

Requires above-average aptitude in area of math/number skills. Above-average skill in areas of problem analysis and problem solving. Ability to stick to tasks that require high volume, more than one task at a time and some redundancy, and maintain accuracy levels. Requires ability to articulate well; communicate well with customers. Must remain calm under pressure and time deadlines.

Experience and Skill Requirements:

• Banking experience is a plus.
• High degree of tact and professionalism.
• Strong communication and interpersonal skills.
• Strong customer service skills and experience.
• Regular and dependable attendance is an essential function of the job.
• Demonstrated success working onsite and adhering to a work schedule.
• Demonstrated success handling difficult customer situations.
• Demonstrated ability to stop, pause and speak up when concerned about a coworker's or customer's behavior.
• Ability to use intuition and common sense to carry out instructions, understand procedures, speak professionally and clearly to customers and employees as well as to escalate to supervisor when needed.
• Strong time management skills and the ability to multi-task and prioritize.
• Strong math skills and abilities.
• Strong computer system proficiency.
• Ability to learn and follow established regulatory and compliance guidelines, policies and procedures.

• Strong attention to detail.

• A genuine desire to have engaging conversations with customers to identify and solve customer needs, as well as to offer additional appropriate products and service solutions.

Relationships:

Responsible to the Credit Card Manager for clarification of position responsibilities and authority for proper interpretation of responsibilities. Will have contact with customers, service suppliers, other staff members and must conduct self in a manner that will enhance the overall success of the Bank.

Other details

• Job Family Credit Cards
• Pay Type Hourly
• Min Hiring Rate $20.00
• Max Hiring Rate $22.00

Apply Now

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