Card Services Specialist

Description

JOB CLASSIFICATION

Full / Part-time: Full-time

Hours Per Week: 40 hours

Location: 1801 S 2nd St, McAllen, TX 78503

JOB SUMMARY

The Card Services Specialist is responsible for managing and supporting daily operations relating to debit card services. They provide a high level of customer service and troubleshooting. They handle customer inquiries, concerns and requests along with the ordering of new cards, maintenance on cards and processing customer disputes.  

ESSENTIAL DUTIES

The duties listed below may not include all responsibilities that the person in this role may be asked to perform. Incumbent may be required to perform other related duties as assigned.

1. Determines customer needs and provide appropriate solutions
2. Effectively identifies the cause of card usage disruption and restore service
3. Takes ownership of each customer while empathizing and prioritizing customer needs
4. Conducts research as needed
5. Processes customer requests effectively and in a timely manner
6. Responds effectively to requests requiring immediate attention
7. Performs maintenance on account holder’s debit cards
8. Promptly completes department reports
9. Assist with Instant Issue administrator role
10. Identifies fraudulent activity patterns and respond effectively
11. Mitigates fraud losses to the Bank and our customers 
12. Abides by all applicable and department practices and procedures
13. Cross trains with customer care department and assists as needed
14. Ensures that all departmental documents, activities, and retention guidelines are performed in compliance with Bank policies and procedures, as well as all applicable state and federal banking regulations as they apply to this position.
15. Other duties as assigned

Requirements

QUALIFICATIONS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• 1 year minimum of customer support experience strongly preferred
• Excellent verbal, written, and interpersonal communication skills.
• Bilingual (Spanish Speaking) – strongly preferred.
• Must be willing to work in an environment that requires 100 percent phone-based customer interaction.
• Excellent analytical, time management, organizational and problem-solving skills with the ability to multi-task and work in a deadline-driven environment.
• Excellent PC skills, including word processing and spreadsheets via Microsoft Office products, Adobe Pro and other custom applications and systems.
• Must present a friendly, professional image and conduct.
• Must maintain punctual and regular attendance.
• Must be self-motivated with strong initiative, high level of accountability, and attention to detail.
• Ability to be flexible and adjust to changing schedules.

  EOE/M/F/D/V