GENERAL DESCRIPTION OF POSITION

Provide exemplary bilingual customer service on both inbound and outbound calls for Card Asset customers. Answer inquiries from customers and employees about their credit card accounts. Perform a wide range of clerical duties related to the customer's account. Effectively and efficiently collect the delinquent receivables due to Card Assets, when deemed appropriate. Activate Credit Cards.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Responsible for taking incoming calls and e-mails. Respond and resolve Cardholders concerns in a professional, timely manner, within delegated authority. Ascertain Cardholders facts, identify problem(s) and resolve disputes amicably. Escalate unresolved disputes to management.
2. Orders Credit cards when reported lost/stolen or worn out.
3. Documenting telephone contacts and resolutions on the Credit Card accounts in Evolve.
4. Maintaining the Credit Card system processor's cardholder records.
5. Responsible for taking, verifying and entering phone payments on credit card accounts.
6. Interact with other departments effectively. Interact with all agent bank representatives professionally.
7. Responsible for recommending fee reversals and other monetary adjustments on Cardholder accounts.
8. Effective handling of multiple reports i.e. Fraud.
9. Under supervised conditions, re-order plastics (credit cards) to credit worthy Cardholders' or at the bank's request.
10. Notifies management of unique customer service issues.
11. Perform any other related duties as required or assigned.

PHYSICAL ACTIVITIES

While performing the functions of this job, the employee is continuously required to talk or hear; regularly required to sit, use hands to finger, handle, or feel; occasionally required to stand, walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.

ADDITIONAL INFORMATION

Understands and adheres to all compliance issues, attends training as required and related to this position, including but not limited to the Bank Secrecy Act, Privacy Act, US Patriot Act, Security, and Credit Card Lending. Must be available to work a rotational schedule that includes nights, weekends, and holidays.