What are the responsibilities and job description for the Coach, Client Accounting position at CardWorks?
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What We Do
At CardWorks, we aim to help people connect with possibility and opportunity using our financial servicing expertise. Building meaningful, long-term relationships with consumers, our employees, and our clients is what matters most.
Who We Are
CardWorks, Inc. is a diversified consumer finance service provider and parent company of CardWorks Servicing, LLC, Merrick Bank and Carson Smithfield, LLC.
CardWorks Servicing, LLC provides end-to end operational servicing functions for credit cards, secured cards, and installment loans. We service consumer and small business loans across the credit spectrum and offers backup servicing and due diligence services to capital providers and trustees.
Merrick Bank is an FDIC-insured Utah Industrial Loan Bank. Merrick operates three main business lines: credit cards, recreational lending, and merchant services.
Carson Smithfield, LLC provides a variety of post-charge-off debt recovery services, including digital self-service, IVR, live agent, and external agency management.
Position Summary
The Coach works with a group of Client Accounting Associates to support their day-to-day responsibilities. The Coach will assist in training employees, monitoring progress, and coaching them to cultivate the knowledge and skills to provide excellent service to customers. This role oversees and performs clerical and administrative support tasks assisting the Client Accounting Management Team.
Essential Functions
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.
What We Do
At CardWorks, we aim to help people connect with possibility and opportunity using our financial servicing expertise. Building meaningful, long-term relationships with consumers, our employees, and our clients is what matters most.
Who We Are
CardWorks, Inc. is a diversified consumer finance service provider and parent company of CardWorks Servicing, LLC, Merrick Bank and Carson Smithfield, LLC.
CardWorks Servicing, LLC provides end-to end operational servicing functions for credit cards, secured cards, and installment loans. We service consumer and small business loans across the credit spectrum and offers backup servicing and due diligence services to capital providers and trustees.
Merrick Bank is an FDIC-insured Utah Industrial Loan Bank. Merrick operates three main business lines: credit cards, recreational lending, and merchant services.
Carson Smithfield, LLC provides a variety of post-charge-off debt recovery services, including digital self-service, IVR, live agent, and external agency management.
Position Summary
The Coach works with a group of Client Accounting Associates to support their day-to-day responsibilities. The Coach will assist in training employees, monitoring progress, and coaching them to cultivate the knowledge and skills to provide excellent service to customers. This role oversees and performs clerical and administrative support tasks assisting the Client Accounting Management Team.
Essential Functions
- Assists management with the initial training, coaching and development of new hires.
- Assists management in periodic refresher/pull back training programs.
- Monitors associate productivity and performance progression to ensure compliance with internal processes and procedures.
- Provides feedback to associates based on quality and productivity
- Provides coaching & mentoring
- Answers questions and assists associates with issues regarding policies and procedures
- Remains current on all Client Accounting techniques, including but not limited to monitoring cases and identifying current and emerging trends
- Shares best practices with team
- Assists management with identifying associates who are not effectively utilizing their training and best practices
- Assists management in the development and periodic updating of training modules
- Assists with the handling of ad hoc requests of management
- May be tasked with assisting management in producing, reviewing and monitoring productivity and other exception reports/queues
- Escalates concerns to management staff
- Performs other duties as assigned
- High School diploma or equivalent education required.
- Two (2) years of related customer service, financial servicing and disputes/chargeback experience is required.
- Experience with First Data (FDR), or related platforms preferred
- Ability to readily identify the characteristics of each when present on a case.
- Keyboarding proficiency
- Familiarity with Windows based computer applications
- Effective planning, organizational, and time management skills
- Ability to work under pressure; flexibility and willingness to work at a rapid pace under strict timeframes
- Ability to efficiently assess, understand and effectively resolve problems
- Ability to understand and carry out oral and written instructions
- Ability to identify potential trends and effectively communicate this information to management
- Ability to communicate with others and to assimilate and understand information, in a manner consistent with essential job functions
- Ability to multi-task is essential.
- Flexibility to work extended hours and adjust hours as needed
- Ability to work in a one-on-one environment to disseminate best practices
- Ability to present best practices, convey procedural requirements and client specific trend information as well as the ability to test retention of these topics in both an individual and classroom environment
- Competitive Pay, including a Bonus Target or Variable Pay Incentive Program
- Benefits Package -Medical, Dental, and Vision (plus much more)
- 401(k) Plan with Company Match
- Short- & Long-Term Disability
- Wellness Programs
- Group Life and AD&D Insurance
- Paid Vacation, Sick Days and bank Holidays
- Employee Engagement Activities including Employee Appreciation Day, DEI Employee Resource Groups, Corporate Social Responsibility, Service Recognition
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.
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