Avp/Credit Card Specialist And Utility

Job Summary:

The Credit Card Specialist and Utility is responsible for providing an exceptional customer experience from onboarding through the entire servicing lifecycle, settlement and back-office processing, research and fraud control, and other credit card support services.  The Credit Card Specialist will help establish the company brand and ensure that client needs are identified and proactively managed. The AVP will learn other various roles within the department and provide support as needed and assist with research and audit preparation.  Additionally, the AVP will maintain strong relationships with leaders and partners to identify problems; and develop and implement solutions to ensure operational effectiveness.

Pay Range: Base Compensation is dependent upon role, experience, and skill set: Min- $74,663/yr -Max- $124,438/yr

 Essential Duties and Responsibilities: 

• Proactively manage customer onboarding through the entire lifecycle:
  • Primarily conduct day to day credit card tasks including settlement and back-office processing, research and fraud control, and other credit card support services
  • Oversee strategies, processes, and guidelines; support process and technology improvement opportunities and programs
  • Support conversion and system upgrade processes, testing, and go-to-market product experience preferred
  • Write and maintain procedures to ensure they are accurate and compliant with regulatory requirements
  • Partner in the redesign efforts to improve quality and process inefficiencies and ensure all decisions related to operations and systems foster customer satisfaction
• Serve as principal liaison with our Credit Card Processor and actively collaborate with vendors, internal departments, and partners:
  • Act as technical and process expert in set up, maintenance and updates of products and BINs
  • Collaborate with Credit, Fraud, and Operations staff to develop optimal automation of bank strategies
  • Manage vendor escalation process, recommendation, and implementation
  • Assist Compliance, Marketing, and Operations staff and other partners to ensure disclosures are maintained in compliance with new and existing laws/regulations
• Lead customer experience while managing needs for client services, investor reporting groups,:
  • Understand daily reporting available from the processor or developed internally to monitor necessary daily Card Services functionality
  • Develop and maintain Dashboards and Key Performance Indicators to track and monitor a variety of data, including Credit Card Department income and expenses such as processing costs
  • Provides training to ensure team members have strong skills related to current product and processor procedures
  • Play a positive role in the development and growth of assigned department staff through excellent communication skills  

• Assist department staff with boarding, boarding callback, mortgage balancing, audit item requests, and research requests as needed.
• Perform all other duties and special projects as assigned

Qualifications/Professional Experience:

• Bachelor's degree from a four-year college or university or equivalent work experience
• 2+ years prior loan servicing experience
• Effective communication skills in presenting information in one-on-one and small group situations to customers and other employees of the organization
• Displays a customer focused attitude with the ability to engage internal and external clients, build personal connections, and exhibit professionalism
• Masterful at building relationships, and influencing executives and stakeholders at all levels within an organization

COMPLIANCE RESPONSIBILITIES

The employee is responsible for ensuring compliance with all aspects of job related laws and regulations and must maintain current compliance knowledge by attending compliance related training seminars and staff meetings and by reading pertinent compliance related materials. 

Job related laws and regulations include, but are not limited to the following:  Bank Secrecy Act (BSA); Office of Foreign Asset Control (OFAC); Vendor Management; Information and Data Security; and SEC regulations related to corporate governance and disclosure.

Benefits:

Competitive salary, bonus plan, medical, dental, group life & long-term care insurance, vision care reimbursement, 401(k), and tuition reimbursement program, and a health club allowance.

Heritage Bank of Commerce is an Equal Opportunity Employer committed to diversity and inclusion. We do not discriminate on the basis of race, color, ethnicity, religion, sex, sexual orientation, gender identity, national origin, marital status, genetic information, disability, Veteran status, or any other characteristic protected by Federal, state or local laws.