Bankcards Support Representative

2 weeks ago

Madison, Wisconsin, United States Bankers Bank Full time

About Us

Bankers' Bank is a rapidly expanding financial institution with a strong commitment to supporting community banks in their payment and financial service requirements. With a rich history of over 40 years, we are dedicated to our community bank partners and currently manage over 1.4 billion in assets.

Position Overview

We are looking for a dedicated BankCards Operations Representative to join our team. This role will report directly to the Vice President of BankCards and will be based in our Madison, WI office. The BankCards department focuses on servicing community banks across four primary product lines: credit cards, merchant services, gift cards, and debit cards. We seek an individual who is a proactive problem solver and is passionate about delivering exceptional customer service.

Key Responsibilities

Customer Service

  • Handle incoming phone calls and respond to email and mail inquiries, managing a high volume of requests.
  • Provide a warm welcome to customers and ensure that each interaction is conducted with professionalism and courtesy.
  • Document customer interactions accurately in the appropriate recordkeeping systems, demonstrating proficient data entry skills.
  • Fulfill customer requests promptly and maintain consistent follow-up to ensure satisfaction.
  • Engage proactively with customers to understand their needs and deliver timely solutions.
  • Develop and nurture relationships with customers and team members.
  • Suggest strategies in a collaborative manner and maintain thorough documentation of discussions.
  • Participate in virtual or onsite visits for training and implementation purposes.

Project Work

  • Complete assigned projects and provide regular status updates to management.

Administrative Duties

  • Collaborate with department leadership to enhance product knowledge, compliance, procedures, and policies.

Qualifications

The ideal candidate will possess outstanding customer service skills, both via phone and email. Proficiency in problem-solving, attention to detail, and computer skills are essential. Experience in the credit/debit card or merchant services sectors is preferred but not mandatory. An Associate degree in a business-related field is desirable, while a high school diploma or equivalent is required.

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