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Credit Card Support Associate

2 months ago

Maryland City, Maryland, United States Tower Full time
Significant Signing Bonus Available

Note: All full-time roles offer the option of $0 out-of-pocket premium cost for Employee Only PPO and notably low premiums for all other PPO coverage levels.

WORK HOURS: Monday - Friday - 8:00am - 5:00pm

POSITION OVERVIEW:

The Credit Card Customer Service Representative plays a crucial role in executing all Credit Card functions promptly and accurately to meet established daily targets. This position is primarily focused on member support, necessitating effective, knowledgeable, and professional service to our members and frontline personnel, typically via phone and/or email. Responsibilities encompass, but are not limited to, verifying all newly issued Credit Cards, resolving daily errors, processing balance transfer requests, conducting report verifications, and inputting quarterly billing data. This role involves utilizing various Microsoft Word and Excel applications and operates under strict deadlines to ensure a seamless workflow. Success in this position contributes to the back-office operations that support Tower's competitive offerings and services for our members utilizing the Tower Credit Card loan program in conjunction with our credit card processor. All tasks are performed in compliance with Tower Policies, procedures, and all applicable State and Federal Regulations.

KEY RESPONSIBILITIES:

1. Deliver timely and effective service to members and Tower staff regarding all Credit Card inquiries with minimal supervision. It is expected that the incumbent arrives prepared for work, meetings, and appointments punctually.

2. Process member requests for account maintenance and access to ensure the effective use of credit cards, completed in a timely and professional manner that meets members' service needs while adhering to Tower's policies and regulations.

3. Engage directly with members, frontline staff, internal partners, and customers to fulfill daily tasks independently, leveraging extensive knowledge of the Credit Card environment and industry standards. The incumbent is expected to demonstrate high proficiency in communicating product and service information, both verbally and in writing.

4. Independently research and resolve error requests, adjusting member accounts according to Tower's standards and procedures while adhering to Federal Regulation guidelines. Provide written documentation that clearly communicates resolutions in a timely and professional manner.

5. Verify, prepare, and post Tower's monthly and quarterly Credit Card Brand Billing autonomously.

6. Accurately record daily, monthly, quarterly, and annual statistics using reports or software applications to reflect Tower's transactions and volumes. This statistical data is formatted for review by various management levels, including Senior Management and Operations & Technology.

7. Assist in researching, analyzing, and compiling factors associated with vendor or program errors, communicating findings to the appropriate software vendor for necessary modifications.

8. Verify and process applications for Credit Card orders independently, ensuring accurate fee charging and member account debits in compliance with Tower's policies and Federal regulations.

9. Participate in cross-training for various tasks to ensure coverage and production continuity based on business needs, while seeking opportunities for increased responsibilities and professional development.

REQUIRED QUALIFICATIONS:

Educational & Experience:
Level I - High School Diploma with three to four years of relevant experience required.

Level II - Two-year Associate's Degree preferred; High School Diploma required; five or more years of related credit card processing experience necessary. A current and active understanding of regulations governing credit card processing is essential.

COMPETENCIES:

• Proficiency in mathematical functions and transaction reconciliation.
• Ability to operate in a Microsoft Windows environment and interpret procedure manuals.
• Strong communication skills for detailed explanations and instructions.
• Capacity to maintain confidentiality and handle sensitive information.
• Effective problem-solving skills and ability to work independently.
• Strong organizational skills to prioritize diverse assignments and meet deadlines.

WORK CONDITIONS:
  • Ability to sit, stand, and walk for extended periods while operating various office equipment.
  • Ability to lift coin bags up to 50 pounds with or without assistance.
  • Flexibility to work hours that may extend beyond the defined schedule as needed.
  • This position description is not necessarily exhaustive in terms of work detail.