Credit Card Support Specialist
ServisFirst Bank, Birmingham, AL, United States
Credit Card Support Specialist
At ServisFirst, Our Name is Our Mission.
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:
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
At ServisFirst, Our Name is Our Mission.
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:
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