CREDIT CARD CUSTOMER SUPPORT SPECIALIST

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    "requisitionDescription": "<div><div><p id=\"isPasted\"><br></p><p>&nbsp;</p><p><strong>Position General Responsibilities</strong>:</p><p>As a credit card customer support specialist, this position is important to the overall customer service and operations for Stockman Bank&rsquo;s entire credit card system. &nbsp;It requires exemplary customer service skills and sufficient product and program knowledge to assist bank customers and other Stockman Bank employees with online tools, credit cards, and a few other various functions.</p><p>&nbsp;</p><p><br></p><p><strong>Education, Experience and Certification Requirements</strong></p><p>Note: &nbsp;Only minimum responsibilities are listed. &nbsp;Other responsibilities may be required as requested by management.</p><p><strong>&nbsp;</strong></p><p><strong>MINIMUM QUALIFICATIONS</strong></p><ol><li>Demonstrated ability to provide high quality customer service</li><li>Strong written and verbal communication skills</li><li>Good organizational skills</li><li>Concentrated attention to detail</li><li>Ability to multi-task</li><li>Ability to effectively learn computer programs necessary to perform day to day tasks</li><li>Microsoft Office experience (Word, Excel, Outlook)</li><li>Ability to learn to operate common office equipment such as copy machine and phone system</li><li>High School diploma or equivalency</li></ol><p>&nbsp;</p><p><strong>Preferred experience:</strong></p><ol class=\"decimal_type\"><li>Previous banking and/or credit card experience&nbsp;</li><li>3-5 years customer service experience</li></ol><p><br></p><p><strong>&nbsp;</strong></p><p><strong>Dimension of Job</strong>:</p><p>Once trained, duties will include navigation of multiple computer programs and extensive telephone/email contact and troubleshooting with external customers and other Stockman Bank employees. Having the ability to multi-task in various computer programs at one time will be beneficial in this fast-paced environment. Conduct should enhance the professional, community focused image of, and overall efforts of the bank.</p><p><strong>&nbsp;</strong></p><p><strong>Position Specific Responsibilities, Duties and Competencies</strong></p><p><strong>CUSTOMER SERVICE/OPERATIONAL TASKS INCLUDING:</strong></p><ol start=\"1\" type=\"a\"><li>Participation in phone queue, secure email channel, and secure chat</li><li>Credit card transactional problem solving</li><li>Maintenance of credit card profiles</li><li>Research member inquiries regarding card and account statements, disputes, interest, rewards, and monetary adjustments and accurately performs transaction maintenance that may include interest or late fee refunds or reward adjustments</li><li>Customer online account setup and maintenance</li><li>Monitor, maintain, and troubleshoot programs and services embedded in the online banking and mobile application platform: CardHub, SpendTrack, etc.</li><li>Provide quality service; assisting colleagues and clients with credit card questions, and providing guidance on credit card matters as needed</li></ol><ol start=\"8\"><li>Relay customer comments and/or complaints to the Supervisor and/or Complaint Submission mailbox</li></ol><ol start=\"9\" type=\"a\"><li>Process board and follow up on new credit card account(s) and complete authorized credit limit adjustments</li><li>Process Balance Transfers and Product Transfers when cardholders open new credit card including monitoring the previous account for activity, transferring the balance to the new account, and closing the previous account</li><li>Process ACH payment requests, one-time and recurring</li><li>Request and pursue payment on delinquent accounts via communication with account holder(s)</li><li>Maintain a working knowledge of Stockman Bank&#39;s written policies and procedures as well as applicable federal regulations</li></ol><ol start=\"14\"><li>Suggest other Bank services when the opportunity arises</li></ol><ol start=\"15\" type=\"a\"><li>Various other tasks as assigned</li></ol><p>&nbsp;</p><p>&nbsp;</p><p><strong>TECHNICAL RESPONSIBILITIES</strong></p><ol start=\"1\" type=\"a\"><li>Operate office equipment such as dual-line telephone, printers, copy machines, scanners, etc.</li></ol><p>&nbsp;</p><p><br></p></div></div>\n",
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