CREDIT CARD CUSTOMER SUPPORT SPECIALIST

Stockman Bank of Montana•Billings, MT

About The Position

As a credit card customer support specialist, this position is important to the overall customer service and operations for Stockman Bank’s entire credit card system. 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. 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.

Requirements

Demonstrated ability to provide high quality customer service
Strong written and verbal communication skills
Good organizational skills
Concentrated attention to detail
Ability to multi-task
Ability to effectively learn computer programs necessary to perform day to day tasks
Microsoft Office experience (Word, Excel, Outlook)
Ability to learn to operate common office equipment such as copy machine and phone system
High School diploma or equivalency

Nice To Haves

Previous banking and/or credit card experience
3-5 years customer service experience

Responsibilities

Participation in phone queue, secure email channel, and secure chat
Credit card transactional problem solving
Maintenance of credit card profiles
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
Customer online account setup and maintenance
Monitor, maintain, and troubleshoot programs and services embedded in the online banking and mobile application platform: CardHub, SpendTrack, etc.
Provide quality service; assisting colleagues and clients with credit card questions, and providing guidance on credit card matters as needed
Relay customer comments and/or complaints to the Supervisor and/or Complaint Submission mailbox
Process board and follow up on new credit card account(s) and complete authorized credit limit adjustments
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
Process ACH payment requests, one-time and recurring
Request and pursue payment on delinquent accounts via communication with account holder(s)
Maintain a working knowledge of Stockman Bank's written policies and procedures as well as applicable federal regulations
Suggest other Bank services when the opportunity arises
Various other tasks as assigned
Operate office equipment such as dual-line telephone, printers, copy machines, scanners, etc.