Client Service Officer Card Specialist (Hybrid Eligible: AZ, KS, MO, NM)

Enterprise Bank & Trust was founded in the spirit of entrepreneurship and community. From the small mom-and-pop coffee shop to the large construction company that employs local people, our goal is to help businesses succeed and our communities thrive. 

With offices in Arizona, California, Florida, Kansas, Missouri, New Mexico, Nevada and Texas, we’re strong, growing and committed to supporting the communities we serve. We extend this commitment to the community to our associates, offering annual paid volunteer time off and charitable-matching opportunities. Voted a Best Bank to Work For by American Banker for multiple years, we offer our associates an array of benefits and the opportunity to chart their own career path with us. Join us in the pursuit of our mission to guide people to a lifetime of financial success, and enjoy a career filled with professional growth opportunities, interesting colleagues and the satisfaction of supporting our communities. 

Together, there’s no stopping you!

Job Title:

Client Service Officer Card Specialist (Hybrid Eligible: AZ, KS, MO, NM)

Job Description:

Summary

This position supports clients with debit card and credit card services which include day to day functions, monthly and annual processes. The Client Service Officer Card Specialist will conduct interactions at the highest ethical behavior with all clients while continually looking for process improvements. 

Essential Duties & Responsibilities

• Respond to heavy call volumes addressing clients debit card and credit card needs and inquires including but not limited to issue resolutions, card orders, troubleshooting denied transactions, determining fraud situations, etc

• Respond to internal and external emails or other digital communication methods that are related to debit card and credit card inquires

• Processes debit card and credit card maintenance requests including status changes, address updates, emergency card orders, travel notifications etc

• Assist with the daily monitoring and maintenance of the debit card temporary limit cases

• Submit debit card disputes upon client request

• Works with the Lead Debit Card Specialist or Card Services Operations regarding any card issues (shipping delays, dispute status, billing inquires)

• Communicates any issues or process improvements to leaders when identified

• Assist with special projects that arise

• Backup to the Lead Debit Card Specialist for daily tasks such as reconciling the settlement and card transactions general ledgers and handling the debit card unposted transaction reports

• Serves as an escalation point for any debit card issues from Client Services or the Retail Teams

• Understands and maintains compliance with bank’s policies, procedures, applicable laws and regulations

• Performs other duties as assigned

Qualifications

• Strong organizational skills and ability to multitask efficiently

• Initiative to rectify client issues utilizing manuals procedures and policies

• Excellent verbal, written and telephone communication skills

• Strong commitment to customer service

• Ability to establish and maintain positive working relationships with management, vendors/partners, peers and bank associates

• Proven accuracy and integrity of work

• Adapt/respond quickly to change/new information

• Required to be a subject matter expert and a resource to other departments within the bank

• Ability to complete tasks within established timeframes       

Supervisory Responsibilities

• None

Education and/or Experience

• High school diploma or general education degree

• Minimum of 2 years in the financial services industry or a combination of relevant experience required

• Previous customer service experience is required 

• Previous debit or credit card experience preferred

Computer and Software Skills

• Skilled in operation of a personal computer and mobile device

• Microsoft Office Suite (Wo