Credit Card Rep I/II

Tower • Laurel, MD

7d • $23 - $29

About The Position

The Credit Card Representative is responsible for performing all Credit Card processes in a timely and accurate manner to meet established daily deadlines. This is a direct member support role that requires effective, knowledgeable and professional service to our members and frontline staff typically over the phone and/or via email. Duties include but are not limited to verification of all new Credit Cards created, daily error resolutions, balance transfer requests, other report verifications and validations, and quarterly billing input. This position works with numerous Microsoft Word and Excel applications and is a daily production position working under strict deadlines for a smooth workflow. Success in the position is a component of back office operations support of Tower’s competitive products and services for our members utilizing the Tower Credit Card loan program in concert with our credit card processor. All functions are performed in support of Tower Policies, procedures and all State and Federal Regulations.

Requirements

• Ability to accurately perform mathematical functions (add, subtract, multiply, and divide).
• Ability to apply concepts of fractions, percentages, ratios and proportions to practical situations.
• Must be proficient in reconciling and balancing transaction records and resolve any differences.
• Ability to effectively operate PC in Microsoft Windows, multi-network/media environment.
• Ability to read and interpret procedure manuals for implementation and incorporate into the daily workflow.
• Ability to provide detailed explanation or instruction either in person or over the phone.
• Ability to maintain sensitive and confidential information for members as well as coworkers.
• Ability to interpret and explain complex technical instructions in mathematical or diagram form.
• Ability to identify, define and resolve problems by collecting data, establishing facts and drawing basic conclusions and/or writing general support documentation.
• Able to take and follow instructions and provide feedback as requested.
• Ability to work independently with little or no direct supervision.
• Ability to prioritize diverse job assignments effectively and meet established deadlines.
• Ability to respond to sensitive inquiries and complaints effectively with sensitivity and confidentiality.
• Must be able to assist in resolving controversial or delicate matters skillfully.
• Ability to effectively interact professionally with colleagues and all levels of management.
• Ability to be an effective team member exhibiting team base role model behavior with mature emotional intelligence.
• Ability to inspire and lead others.
• Ability to prioritize diverse job assignments and meet established deadlines.
• Ability to compile tasks with accuracy and attention to detail during times high demand.
• Ability to assess own strengths and weaknesses and seek out training and development opportunities.
• Ability to seek out increased responsibilities and generate suggestions for improving work.
• Able to arrive at work routinely and promptly and demonstrate consistent dependability to include attendance.
• High School Diploma and three to four years of related experience required (Level I).
• Two year Associates Degree preferred. High School Diploma required (Level II).
• Five or more years of related credit card processing experience required (Level II).
• Have a current and active knowledge of regulations and legal environment governing credit card processing (Level II).

Responsibilities

• Provides timely and effective service to members and Tower staff in relation to all Credit Card inquiries with minimal supervision.
• Complete member requests for maintenance and account access to enable the use of credit cards.
• Interacts directly with members, frontline staff, internal partners and internal customers to complete related daily tasks with minimal supervision relying on veteran knowledge and understanding of the Credit Card environment, industry requirements as well as Tower specific practices.
• With minimal supervision, research error resolution requests and adjust the member accounts in accordance with Tower’s standards and procedures as well as following all Federal Regulation guidelines.
• Verify, prepare and post Tower’s monthly and quarterly Credit Card Brand Billing independently.
• Proactively and timely record daily, monthly, quarterly and annual statistics utilizing reports or software applications, to accurately reflect Tower’s transactions and volumes.
• Assist in researching, analyzing and compiling any factors or common denominators associated with any vendor or program errors, which are then communicated to the appropriate software vendor for modification to resolve root cause.
• Verify, and process applications for Credit Card orders independently.
• Will be cross trained on area tasks to provide depth of coverage to secure production via a rotation of duties based on business needs.
• Expected to interact directly and independently with members, frontline staff, internal partners and customers to complete related daily tasks utilizing technology tools provided with no supervision or oversight.
• Provides training, overviews and department procedure input of all job responsibilities within Credit Card services and for other departments as appropriate.
• Independently researches, compiles, analyzes, draw conclusions and reports any technical or operational processing errors to the Generalist or Senior of the department.
• Acts as a liaison with credit card vendors as needed in support of the Senior/Generalist.
• Leads research of inconsistencies between the transaction totals and the source documentation and prepares the related adjusting entries to the network and/or member accounts to rectify the discrepancies timely.
• Leads/Assists with testing of the integrity of Tower’s core software vendor’s releases and patches in relation to Credit Card servicing to assure that all system commands, and macros are functioning properly.

Benefits

• Tower is offering a $1000 Signing/Retaining bonus as of 1/20/2025.
• All full-time positions include exceptionally low medical premiums in addition to a whole host of other benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees