As part of the Somerset Trust Team, it is the expectation that all employees provide exceptional customer service to both internal and external customers, foster positive, respectful collaboration with colleagues across the organization, and uphold the values of the company (Service, Fairness, Honesty).

This position is the primary customer contact for credit card products, providing customer service to cardholders as well as internal staff.  In addition, this position also performs all operational duties related to daily function of the department including account set up, maintenance, quality assurance, reporting, and document retention. The position requires the ability to multitask and balance duties amid constant interruptions.  

•  Understand credit cards and maintain an expert level of the credit card products offered.
•  Handles incoming phone calls from customers and branches concerning credit card products and customer accounts.
•  Resolves customer complaints & works to resolve account problems.
•  Responsible for the posting of the daily credit card settlement file and submitting wire transfer requests to the card brands via WireXchange.
•  Monitors daily reports and queues and performs maintenance and adjustments on accounts as necessary.
•  Resolves outstanding fraud alerts on accounts.
•  Processes all incoming credit card applications from branches and applications submitted through the online application system.
•  Completes all new account boarding of approved credit card accounts and is responsible for managing the supporting approval documentation and imaging the documents in the document imaging system.
•  Assist customers with accessing the card in online banking
•  Completes charged off account entries and logs recoveries throughout the month.
•  Assists with monitoring of incoming chargeback cases and processing closeout documentation and entries for fraud charge off accounts.
•  Submits requests for cardholder credit limit increases and applies them to accounts upon approval.
•  Performs account maintenance and quality assurance to all customer accounts (e.g.  Address Changes, Addition of Cardholders to Existing Accounts, Changes to Account Status, etc.) 
•  Responsible for the gathering, maintenance of statistics and/or other vital reporting information for management on a weekly/monthly/quarterly basis.
•  Understand and support all BSA/AML responsibilities as applicable to the position as well as consistently, accurately, and timely carry out these responsibilities in compliance with the Bank’s internal policies.
• Other duties may be assigned.

·         Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

TECHNICAL SKILLS

·         Experience using DNA is preferred, but not required.

·         Proficient in using Microsoft Office products including Word, Excel, Outlook

·         Must be willing to learn new systems and adapt to emerging technologies

LANGUAGE SKILLS

·         Ability to read, analyze and interpret various documents such as industry journals, operating and maintenance instructions, and procedure manuals. 

·         Ability to write routine reports and customer correspondence.  

·         Ability to clearly communicate resolutions and answers to customer and merchant inquires.

MATHEMATICAL SKILLS

·         Ability to calculate figures and amounts such as discounts, interest, and percentages.

REASONING ABILITY

·         Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

·         Ability to deal with problems involving several concrete variables in standardized situations.

·         Ability to deal with problems involving several concrete variables in standardized situations. 

·         Organizational priority setting, and decision-making skills are also required.

PHYSICAL DEMANDS

• While performing the duties of this job, the employee is required to use hands and fingers to operate office equipment, telephones, etc.
• The employee must occasionally lift and/or move up to 25 pounds
• Specific vision abilities required by this job include close vision, and ability to adjust focus

WORK ENVIRONMENT

·         The noise level in the work environment is usually moderate.

BENEFITS AND ADDITIONAL INFORMATION

·         Bank wide bonus, 401(k), ESOP, Medical, Dental & Vision insurance, Health Savings Account, Life Insurance, Paid Holidays, PTO, and Paid Volunteer Time.

·         Work Schedule is Monday through Friday

·         Full-time 37.5 – 40 hours per week

·         Flex Schedule Information

This job description is not designed as a comprehensive list of activities, duties, and/or responsibilities and may change at any time with or without notice. The duties and qualifications stated within this job description are representative of the knowledge, skill, and/or ability required for this position.

Somerset Trust Company is an Equal Opportunity Employer, including disability and protected veteran status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.