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Form of workCardWorks Servicing ("CWS") is one of the largest privately-held provider of outsourcing services for bankcard-related products to banks and non-bank lenders in North America. CWS offers management expertise across the credit spectrum and supports both MasterCard and Visa accounts as well as a variety of private label debit, credit, stored value, and customer bankcards.
Position Summary:
This position is an individual contributor client facing role who reports directly to the AVP and, provides necessary client support to ensure timely and efficient management of client requests, questions, and needs. This person interacts daily with internal clients, processing vendors, and CWS affiliates in order to provide the highest level of servicing and meet the needs of the client. This individual advocate client objectives internally and externally while providing expertise, options, and insight to support their daily issues and concerns.
Essential Functions:
- Communicates with applicable internal departments for account level resolution and portfolio management
- Assists CRM in the management of all weekly and monthly status calls with the client and all internal CWS personnel and vendors/affiliates
- Provides leadership and expertise to any cardholder escalation issues that cannot be responded to by the call center or other operational area
- Advocates and represents both the client and the company at all times
- Assists CRM in identifying root problems and provide solutions utilizing either existing processes to enhance satisfaction, or changes CWS can provide to improve services or platform performance
- Assists CRM in preparing presentations for meetings scheduled with clients and CWS senior management
- Assists CRM in working OnBase investigations on a daily basis
- Assists CRM in monitoring exception reports
- Assists CRM in pulling calls that are provided to the Client on a monthly basis
- Assist CRM in identifying root problems and provide solutions utilizing either existing processes to enhance satisfaction, or changes CWS can provide to improve services or platform performance
- Oversees credit balance refund log to ensure appropriate documentation is provided to the Client and the appropriate refunds are being processed
- Communicates Fiserv and CWS notifications to the Client
- Assists in pulling documentation for Client Audits
- Maintains Client project log
- Performs other duties as assigned
Education and Experience:
- B.A. in a Business related field preferred, High School Diploma or equivalent education required
- Three (3) years business related experience preferred or a minimum of two (2) years of CardWorks' experience required
Summary of Qualifications:
- Ability to garner new subject matter quickly
- Excellent written and verbal communication skills needed
- Must be poised and professional
- Ability to communicate with others and to assimilate and understand information, in a manner consistent with essential job functions
- Effective planning, time management, organizational, follow-up and problem-solving skills required
- Willingness and ability to handle a variety of assignments, work under pressure, work at a rapid pace
- Ability to multi-task is essential
- Ability to effectively deal with a variety of titles, people, and circumstances while projecting a calm, competent, and professional manner
- Proficient use of PC software preferred and a strong willingness to learn new programs (Word, Excel, PowerPoint, Fiserv, OnBase, Internet)
We offer a total rewards package comprised of a competitive base rate of pay, variable pay incentive programs based on the role, and a comprehensive benefit suite. Offered rates of pay are determined based on job-related knowledge, relevant experience, skills, certifications, and geographic location. Our benefits offerings include medical, dental, vision, life insurance, 401(k) plan with company match, paid vacation time, sick time, as well as other benefits and programs to meet the needs of our employees. Further details will be shared during the interview or offer process, as appropriate and applicable.
We are an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic. We will conduct a thorough background check for all hires in compliance with applicable law which includes (but may not be limited to) a review of factors including the applicant's personal credit history, drug testing, and employment/personal references.
- Pay Type Hourly
- Min Hiring Rate $29.00
- Max Hiring Rate $42.00
