What are the responsibilities and job description for the Credit Card Analyst & Customer Success Manager position at Bank of Utah?
Thanks for your interest in applying to the Bank of Utah. My name is Ryan Filimoehala, and I work as VP Credit Card Manager. As an introduction to our company, the Bank of Utah was founded in 1952, and is one of Utah’s largest privately owned community banks. We were named S&P Global Top 20 Bank two years in a row and a Top 100 Fastest Growing Company.
Our Mission Statement:
We strive to unlock the potential of our team members, clients, and community. We act with integrity in every decision, build trust through every interaction, and exceed expectations at every opportunity. We seek to responsibly create lasting prosperity today and for generations to come.
Job Opening Details:
If our mission statement piques your interest, we encourage you to apply for the currently open position of Credit Card Analyst & Customer Success Manager to work Monday-Friday, 8:00 AM-5:00 PM at our Ogden or Providence Branch. The Credit Card Analyst & Customer Success Manager will serve as a key resource for internal teams, business clients, vendors, and card program partners by helping ensure credit card products are implemented, supported, monitored, and continuously improved in a manner that aligns with Bank of Utah’s service standards, risk expectations, and growth objectives.
Experience/Skills necessary to perform duties:
Our Mission Statement:
We strive to unlock the potential of our team members, clients, and community. We act with integrity in every decision, build trust through every interaction, and exceed expectations at every opportunity. We seek to responsibly create lasting prosperity today and for generations to come.
Job Opening Details:
If our mission statement piques your interest, we encourage you to apply for the currently open position of Credit Card Analyst & Customer Success Manager to work Monday-Friday, 8:00 AM-5:00 PM at our Ogden or Providence Branch. The Credit Card Analyst & Customer Success Manager will serve as a key resource for internal teams, business clients, vendors, and card program partners by helping ensure credit card products are implemented, supported, monitored, and continuously improved in a manner that aligns with Bank of Utah’s service standards, risk expectations, and growth objectives.
Experience/Skills necessary to perform duties:
- Bachelor’s degree in business, finance, accounting, economics, data analytics, or a related field preferred. Equivalent combinations of education and relevant experience will be considered.
- 2 years of experience in banking, credit cards, card operations, customer success, client service, financial services, product support, business analysis, or a related field preferred.
- Experience supporting financial products, payment platforms, digital banking tools, commercial clients, cardholders, or internal operations teams is helpful.
- Strong analytical, communication, problem-solving, and relationship management skills are required.
- Experience with Microsoft Office, Excel, reporting tools, CRM systems, core banking systems, card processing platforms, or payment technology systems preferred.
- Excellent written and verbal communication skills with a strong commitment to client service and internal partnership.
- Highly organized with the ability to manager multiple priorities, follow through on open items, and meet deadlines.
- Ability to work collaboratively across departments and with vendors while maintain accuracy, confidentiality, and sound judgement.
Regular Duties and Responsibilities:
Credit Card Product Support & Operations
- Support the day-to-day administration, servicing, and operational needs of the bank’s credit card products.
- Assist with new account onboarding, product setup, cardholder support, account maintenance, documentation, and issue resolution.
- Coordinate with internal departments and third-party partners to research and resolve credit card inquiries, exceptions, disputes, transaction questions, and servicing needs.
Customer Success & Relationship Support
- Serve as a customer success resource for credit card clients and internal stakeholders by providing timely, professional, and knowledgeable support.
- Help clients and team members understand product features, processes, reporting, servicing channels, and available tools.
- Proactively identify opportunities to improve client experience, increase product adoption, and strengthen long-term satisfaction with the bank’s credit card program.
Analysis, Reporting & Portfolio Monitoring
- Prepare and analyze credit card program reports related to account activity, usage, portfolio performance, operational trends, client engagement, and service issues.
- Review data and transaction trends to identify risks, service gaps, process improvement opportunities, and potential product enhancements.
- Maintain accurate records, tracking logs, procedures, and reporting materials to support program oversight and decision-making.
Implementation, Training & Process Improvement
- Assist with credit card product implementations, process changes, system updates, client communications, and internal rollout activities.
- Create and maintain job aids, training materials, procedures, and FAQs for internal teams and clients as needed.
- Partner with credit, operations, compliance, risk, technology, marketing, and relationship teams to support a consistent and high-quality credit card experience.
Risk, Compliance & Vendor Coordination
- Support credit card program activities in accordance with applicable banking regulations, card network requirements, internal policies, procedures, and risk standards.
- Assist with documentation, monitoring, exception tracking, audit requests, vendor follow-up, and compliance-related reporting as assigned.
- Work with third-party vendors and internal partners to support service levels, issue escalation, product functionality, and ongoing program needs.
Knowledge, Skills and Abilities
- Working knowledge of credit card products, banking operations, payment processing, customer service, reporting, or financial services preferred.
- Strong analytical skills with the ability to review data, identify trends, research issues, and communicate findings clearly.
Benefits of Working with Us:
Bank of Utah's comprehensive benefits package includes:
- Great work-life balance, with a Monday-Friday schedule
- Competitive pay and benefits, including medical, dental and vision plans
- 401(k) plan and match up to 5 percent in our employee stock ownership program (eligibility requirements must be met)
- 12 paid bank holidays paid time off, including paid parental leave
- Volunteer opportunities to make a difference in the communities where you work and live
- Awards and recognition to celebrate you and your colleagues for living the bank's values