What are the responsibilities and job description for the Bankcard Customer Support Specialist position at Central Bancompany?
Service our customers and provide support to Central Bancompany employees, while rotating into various duties and assignments as needed.
Provide customer service via telephone and email concerning consumer credit cards, small business credit cards, and debit cards, while exhibiting our legendary service standards.
Process daily payments, reports, application entry, and customer request for our credit cards and debit cards.
Answer questions and provide solutions to problems.
Handle internal and external customer issues and questions, work on some special projects or research customers' requests as needed. The contact with customer and employees will include phone, email, and some in person.
Maintain a high level of competency and handle all request, which may be via multiple electronic systems.
Respond to account inquiries, able to answer questions about accounts, products and services.
Have an understanding of our rates, special promotions, and all products in bankcard.
Answer telephone calls as they come in.
Effectively communicate and actively listen to internal and external customers to determine their needs.
Answer questions and solve problems.
Understand and maintain department files and keeps an organized work area.
Regularly complete training sessions to increase knowledge about the bank and the financial services industry.
Keep accurate CRM record of all customer contact.
Complete special projects as assigned.
Make decisions by following specific department and bank procedures. Has authority to make a decision benefiting the customer and not jeopardize the department or bank (i.e. refunding service charges).
Assignment, review, and approval of work may come in written or verbal form from the following sources: The Bankcard Director, Manager(s), or Supervisor(s).
May assist in preparing reports pertaining to their assigned work.
Take time to bring concerns to internal meetings and able to communicate effectively with co-workers and manager.
Have contact with every area of bankcard, and all our affiliates.
Utilize resources to gain information and assist in solving a problem; seeks help to answer questions concerning their department, or to refer a customer to an area for additional services.
Occasionally require assistance from other bank departments or from holding company operations.
Responsible for compliance with all banking regulations, which are applicable to the job.
Other duties as assigned.
PHYSICAL DEMANDS AND WORKING CONDITIONS
This role works in a standard office environment and involves extended periods at a computer, regular communication in person and by phone, and occasional lifting of items up to 25 pounds. The Bank will provide reasonable accommodations to enable individuals with disabilities to perform the essential functions of this position.
ADDITIONAL REQUIREMENTS
Regular and reliable attendance and punctuality are required for this position. Must be able to perform the essential functions of this position with or without reasonable accommodation
Qualifications:
High School Diploma or GED Certificate, college degree preferred, with relevant work experience
Prior banking or credit card industry experience strongly recommended, but not required
Computer experience
Excellent oral, email, and written communication skills
Strong analytical, attention to detail, and problem-solving skills
Average typing skills
Must be able to multi-task and have time management skills