Credit Card Support Specialist

Job Description

Job Description

At ServisFirst, Our Name is Our Mission.

DUTIES AND RESPONSIBILITIES

The Credit Card Support Specialist provides support to current clients by researching and resolving escalated customer service issues, setting up new accounts and collecting documentation as necessary. In addition, the position provides ongoing support to agent banks by coordinating credit card program details, conduct agent bank training and assist banks with promoting the program to existing and potential customers.

The incumbent will:

• Handle research and escalated calls and emails from Consumer and Private Banking clients. Issues include but are not limited to: researching declines, increasing limits, researching payments and posting payments
• Determine where and how to apply incorrect payments
• Gather required documents for commercial accounts and input all new consumer and commercial applications
• Make outbound calls and emails as necessary to collect required documentation
• Send collection reports to officers; make collection calls to clients as requested by officers
• Coordinate payment efforts for clients in collections
• Reconcile payments on accounts and post payment files to system
• Assist agent banks with creating and distributing marketing materials as well as create training guides, tutorials and develop training presentations for agent banks
• Travel to multiple states providing onsite training for agent banks
• Develop agent bank websites and application links
• Perform back up duties for Correspondent Banking Client Services Representatives as needed
• Responsible for being familiar with all compliance regulations and policies that are applicable to this position and follow and ensure compliance with these regulations and policies

Note: Reasonable accommodation may be made to enable otherwise qualified associates/applicants with disabilities to perform the essential functions of the job.

Note: Additional duties and responsibilities may be assigned.

MINIMUM QUALIFICATIONS

• Bachelor’s degree in finance, business, marketing or a related field
• Two (2) years of customer service experience
• Previous banking experience preferred
• Marketing experience preferred
• Web development experience is a plus
• Proficient in Microsoft Outlook, Word, Excel, PowerPoint and mainframe
• Experience handling highly confidential and sensitive material in a professional manner
• Basic knowledge of related federal and state banking compliance regulations and other Bank operational policies
• Effective organizational and time management skills
• Effective oral, written and interpersonal communication skills with the ability to carry out instructions, understand procedures and compose correspondence
• Ability to accurately type using a keyboard
• Ability to deal with difficult issues involving multiple facets and variables

PHYSICAL REQUIREMENTS AND ENVIRONMENTAL CONDITIONS

The physical requirements and environmental conditions of this position consist primarily of:

• Sustained standing and sitting
• Frequent use of PC, including typing or sustained attention to monitor
• Occasional presentations requiring public speaking to small groups
• Occasional lifting of basic office files or equipment up to 20 lbs
• Occasional travel out of state
• Normal office environment with comfortable internal temperatures and low level noise

EOE/AA