Card Services Representative

This position represents our VISA Card Services department and ensures that all customer expectations are met. This includes providing high quality customer service as well as promoting other bank products and services that will meet our customers’ needs. In addition, this position will be responsible for accurately and efficiently com-pleting daily operational tasks.

Quality Customer Service

• Handle external and internal customer inquiries. This includes providing assistance, answering questions, problem solving, researching and resolving issues that come up. 
• Promote and maintain positive relations with all internal and external contacts, customers and potential customers.
• Proactively contact customers who have not activated new/renewed cards.
• Respond promptly to merchant inquires. This includes providing assistance to our merchant partners by answering questions, problem solving, researching and resolving issues that come up.
• Provide technical expertise for customer’s using digital wallet, instant issue, CardValet/CardManager, eCS, SpendTrack, and UChoose.

Perform Operational Functions Accurately and Efficiently

• Balance Settlement Reports and Daily Activity Journal daily. Review other internal department reports (i.e. bill day reports, occurrence reports, etc.) on a daily basis.
• Prepare general ledger entries for settlement, adjustment, corrections, etc.
• Set up and/or verify new account data for ATM, debit and credit cards.
• Perform file maintenance changes to card accounts and/or portfolio information and ensure compliance with all changes. This includes name and address changes, phone number changes, card spending limit changes, pin reorders, hot carding cards, and case tracker follow-up.
• Process incidents through EnAct system and password resets on eCS.
• Key in credit card payments made to customers’ accounts daily.
• Input debit card transactions on TMS or IES blocks to input a transaction, correct an entry and/or adjust a customer’s account as needed
• Balance terminal totals for each ATM we own to transaction totals processed by office and maintain history file of ATM transaction by terminal
• Balance ITM G/L daily and process totals on TMS.
• Perform scanning, indexing and verification functions for the department. This may include VISA applications, maintenance changes, etc.
• Prepare/maintain monthly, quarterly, and annual usage reports
• Assist Personal Bankers with Instant Issue card orders as needed.
• Monitor and distribute Instant Issue card stock to SBCP locations as needed.

Error Resolution/Fraud Prevention

• Review suspect transaction reports and contact customers as needed to confirm customer card transaction activity. Follow fraud procedures as needed.
• Process REG E error claims timely and properly per procedures
• Maintain list of blocked countries/merchants for ATM/Debit transaction activity
• Assist in creating rules to help prevent fraud and keep customer information secure

Other Responsibilities

• Process general ledger tickets for monthly billing and Rewards redemption.
• Key Rewards adjustments/transfers as needed.
• Produce checks for customer credit balance transfers or refunds.
• Assist the Legal Department with charge off information as needed,
• Ensure procedure manuals are up to date
• Works as part of a team to accomplish office/dept goals. This includes working additional hours as needed and/or taking on additional responsibilities as needed.
• Participates in internal/external training as appropriate.
• Participates in community involvement/bank activities as appropriate.
• Perform all other duties as assigned or requested.
• Check e-Oscar for disputes weekly and process as needed.

Adhere to all Bank Security/Compliance Regulations

• Complete all annual bank security and compliance training.
• Adhere to Bank Security guidelines for VISA Card Services area including but not limited to proper customer identification.
• Maintain confidentiality of customer information at all times.
• Stay current on all compliance regulations and adhere to compliance regulations as required for role.

• High School Diploma or equivalent
• Previous experience in a Card Services work environment or financial institution preferred
• Familiarity with financial products and services preferred
• One to two years of office/general clerical experience and/or previous call center/phone experience or customer services experience
• Good working knowledge of Windows, specifically Excel. Strong typing/keyboarding/10-key/data entry skills. The ability and willingness to learn new programs and software.
• Excellent interpersonal and communication skills including verbal/written communication and listening skills.
• Demonstrated problem solving skills with the ability to make good decisions
• Strong organizational skills with the ability to prioritize multiple competing tasks and work in a fast-paced environment.
• Basic math competency: addition, subtraction, multiplication, division
• Knowledgeable of general accounting practices.
• Ability to speak, read, write and understand English well
• Ability to represent the organization in a professional positive manner

This position is a full time position with hours of 8am – 5pm Monday-Friday with the flexibility.

Lake RIdge Bank values a diverse workforce and is an Affirmative Action/Equal Opportunity Employer. Minorities, Females, Veterans, and Individuals with Disabilities encouraged to apply.

Consistent with Lake Ridge Bank’s commitment to employ and advance qualified individuals with disabilities, Lake Ridge Bank provides reasonable accommodation to apply for or perform a job. Some examples of reasonable accommodation include alternate methods to apply, providing documents in an alternate format, altering work procedures, specialized equipment or use of an interpreter. If an individual needs reasonable accommodations to apply or perform a job here at Lake Ridge Bank, please contact Human Resources at (608) 849-2700 or email us.