Card Operations Specialist

INTRUST Bank•Wichita, KS

19d

About The Position

The Card Operations Specialist is responsible for contact with INTRUST Bank customers in person and over the phone to resolve customer inquiries. Customer contact is varied, in depth and often complex, therefore may require extended engagement to ensure satisfactory resolution. Independent decision-making is required to resolve customer problems and complaints. Promotes an environment of teamwork within the department and across the bank. Represents INTRUST Bank in all they do in the community and is focused on the development of new business relationships. Must maintain strict standards of confidentiality and perform duties in a manner supporting INTRUST’s character qualities.

Requirements

High school diploma or equivalent.
Excellent oral and written communication skills
Typing and keyboard skills required.
Must be able to work shifts, days, nights, evenings, and weekends.
Technical skills with the ability to multi-task between computer screens, systems, and phones.
Excellent customer service skills.
Ability to work both independently and collaboratively with a team.

Nice To Haves

2 years of banking and customer service experience preferred.

Responsibilities

Works with customers to investigate and document card fraud cases.
Monitor and work assigned reports with a risk-focused mindset and taking proactive steps to mitigate potential losses.
Ability to analyze card activity, data, and trends to take appropriate actions and make appropriate recommendations.
Exercise sound judgement when reviewing reports and making decisions that impact customer accounts and bank liability.
Responsible for being well versed in VISA and other card network chargeback regulations, including representments and how to respond appropriately.
Documents and tracks dispute cases to ensure all necessary steps are taken within required timeframes. Responsible for customer follow-up on disputes or cases requiring additional information.
Provides customer service support to banking center personnel, customers, and customer solution center, assisting with questions and issue resolution.
Performs necessary functions to replace consumers lost/stolen or fraudulently used cards. Create and print new debit cards on demand, as requested.

Benefits

Competitive pay
Generous time off
Employees receive three weeks of paid vacation plus 11 paid holidays each year.
Paid time off to volunteer in the community.
Paid employee and family sick leave.
Paid parental leave.
401(k) plan with 6% employer match and 100% immediately vested.
3% non-elective company contribution; non-elective contribution vested after 3 years of service.
Career growth and development resources
Tuition reimbursement for full-time and part-time employees enrolled in any degree program.
Banking benefits
Medical, dental, and vision insurance