Customer Service Representative

Description

Job Summary: Responsible for providing customer service to bankers and cardholders via various contact methods, including phone, email, and mail. Hours of operation are 8:00 a.m. until 5:00 p.m., Monday through Friday, in a normal office environment.

Duties:

• Answer incoming calls or emails from cardholders and banks with inquiries on accounts.
• Responsible for maintenance on customer requests such as activation of cards, credit limit increases, deceased and divorce notifications, address changes, name changes and addition of cardholders.
• Recommends improvements and automation of processes to increase efficiency and accuracy.
• Promote strong teamwork with regular communication within the Bank Card team, BBOK teammates, and service partners, using appropriate methods depending on audience.
• Ensure compliance and audit requirements are met on all responsibilities assigned by adhering to payment network regulations, as well as federal rules and regulations. These regulations include but are not limited to the Truth in Lending Act, Electronic Funds Transfers Act and Gramm-Leach-Bliley Act (Financial Privacy and Safeguard Rules), Identity Theft/Red Flag Rules and Bank Secrecy Act.
• Other Duties as assigned.

Qualifications

Qualifications and Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• High school diploma or equivalent
• Excellent customer service skills with ability to act in a positive and professional manner
• Excellent written and verbal communication skills, with ability to clearly communicate detailed information to customers, coworkers, and management
• Ability to follow detailed procedures within defined service level timeframes
• Strong knowledge of Microsoft Excel and Microsoft Word
• Mathematical and analytical skills
• Ability to use basic office equipment and tools, such as the telephone, computer, calculator, fax machine, and copy machine
• Ability to maintain confidentiality
• Willingness to take on projects as needed while completing daily and monthly duties
• Team oriented

Physical Demands and Work Environment: The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job the employee is regularly required to talk and hear. The employee frequently is required to stand, bend, kneel, and walk; use hand to finger, handle, or feel; and reach with hands and arms. The employee is required to sit for extended periods of time. The employee must occasionally lift/and or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
• The work environment is usually well lighted, heated and/or air-conditioned indoor setting with adequate ventilation. The noise level in the work environment is usually low. Minimum exposure to outside elements.