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Regular or Temporary:

Regular

Language Fluency:  English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

Perform all tasks required to ensure accurate, timely and efficient operational services and processing of new applications, maintenance, and research/resolution for all payment inquiries received in Card Payments Operations. Provide outstanding client service to both internal and external clients while minimizing operational risk for the bank.

Following is a summary of the essential functions for this job.  Other duties may be performed, both major and minor, which are not mentioned below.  Specific activities may change from time to time.  

1. Process daily work queues, researching and resolving client inquiries related to payment inquiries or issues.  Maintain and compile daily statistics.

2. Process new applications and perform non-monetary maintenance where required/requested on existing  accounts.

3. Remain aware of system enhancements, rule changes, and process alterations for all vendors, processors, Government regulations and their impact on the work flow of the department. 

4. Participate and assist with cross-training within the department and maintaining written procedures for work processes. Assist/participate in training new employees and training team on changes in processes.

5. Develop and maintain a working knowledge of all functions within the Card Payment Operations production area.

6. Sort, distribute and process incoming mail under dual control in a timely, efficient, and quality manner. Sort, prepare, scan, index, verify and process all documents received into Card Payment Operations. Research and clear exceptions within the image workflow process.

7. Perform appropriate quality control on scanned and keyed items.

8. Provide quality customer service to our clients, branches and other departments using established telephone and written communication guidelines and forms.

9. Able to perform all processes in the department and act as primary back up for all functions 

10. Able to perform analysis on problems, track trends and issues and provide resolution or recommended  solutions.

QUALIFICATIONS

Required Qualifications:

The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. High School diploma or equivalent

2. 2 years of experience in Card Payments Operations Business Specialist ll position

3. Customer service experience

4. Possess strong written and verbal communication skills, including the ability to communicate professionally with team members and related departments

5. Demonstrated ability to read, comprehend and follow instructions

6. Demonstrated ability to work in an area governed by production standards, heavy workloads and critical deadlines

7. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products

8. Able and willing to work overtime during peak times.

Preferred Qualifications:

1. Associates Degree

2. 2 years of experience in Payments or customer service related industry or banking operations

3. Knowledge of all bankcard products and services, online banking, debit card/prepaid products, digital or electronic products services and products

4. General understanding of the other areas within banking operations

5. Demonstrated leadership qualities

6. Conceptual understanding of the imaging workflow, document view, First Data, Research Request System, Channe