Card Services Manager

Card Services Assistant Manager

At Richwood Bank, our purpose is to inspire, protect, and celebrate anything that makes communities thrive.

Have you ever wanted to work for a company that exceptionally lives its values? One hundred and fifty years ago, we began as a small community bank. Today, we are still a community bank - as well as a payroll processing team, a marketing agency, a coffee shop, and more. We have flipped the switch on traditional banking. Yet, we have always aimed to provide the very best customer experience, contribute to the greater good of our local communities, and make every effort to be the best employer in the area with a company culture that works hard to develop, recognize, and award its team members.

Richwood Bank has a comprehensive benefits package for full time employees including but not limited to, medical and wellness program, dental, vision, employee assistance plan, life insurance and supplemental short-term disability. Full-time and part-time employees have access to a 401(k) plan, an enhanced Wellness program, tuition reimbursement and tons of professional development opportunities!

The Card Services Assistant Manager is responsible for assisting in managing and supporting card products for our customers while increasing strength of relationship through fraud management. As the assistant leader of Card Services department this individual supports the Manager's objectives of managing the department's growth and development by constantly challenging the status quo.

Richwood Bank prides itself on unique culture and all team members should be active and engaged participants.

Essential Functions

• Assists in managing and supporting card products for our customers while increasing strength of relationship through fraud management
• Greets customers by phone pleasantly and effectively
• Educates customers how to gain the most potential from the current services they have and recognize opportunities to cross promote more products and services that will benefit their life goals
• Demonstrates knowledge of all accounts, products and services offered
• Supports customers with all account and service needs that are capable via phone
• Communicates with teams and branches on customer follow up needs via CRM tool
• Stays current on rates for CDs, savings IRAs and interest-bearing checking
• Listens to customer needs and recommend the best solutions to help them succeed
• Assists team with miscellaneous office support as needed and when time allows
• Monitors and analyzes customer experience when handling our customer's phone calls to make improvements to deliver on consistent "Wows"
• Accepts tasks delegated by the Card Services Manager and completes them in a timely manner
• Provides constant education of products and solutions to each customer concerning their card relationship with Richwood Bank
• Helps manager keep track of employee schedules and attendance by creating monthly schedule and managing coverage
• Backup for timecard approval
• Responsible for training all new Card Services employees and reporting progress to Card Services Manager
• Assist Card Services Manager with 90-day review of new employees
• Assist with contacting/alerting vendor with fraud concerns
• Update SOPs as needed
• Assist Manager with Account, New Hire training and Shadowing
• Assist in pulling reports for Board Reporting
• Take lead on providing Finance support in researching transactions as needed
• Provide backup support to Card Services Manager when phone issues arise and report to Contact Center Manager
• Ensures work completed is accurate and appropriate. Verifies and validates all data to confirm accuracy and reliability. Paying close attention to details of all information received and entered.

Skills and Abilities

• Excellent customer service skills
• Mathematical skills
• In-depth knowledge of our bank products and services
• Work well under pressure and in a fast-paced environment
• Ability to identify opportunities to educate customers of more products and services that may fit their needs (cross promotion)
• Strong communication skills
• High degree of accuracy
• Maintain a positive can-do attitude towards your team and customers
• Punctual
• Driven to succeed and open minded to learn more about new technology within our industry
• In-depth understanding of systems used in Card Services
• Basic Excel abilities: adding/removing items, filtering, basic formulas
• High degree of accuracy and attention to detail
• Accepts and adapts to change positively
• Live for problem solving
• Ability to prioritize and make on the spot decisions when manager is not available, regarding customer transactions, weighing customer satisfaction issues with bank exposure to loss and fraud
• Maintain confidentiality at all times
• Strong time management and multi-tasking skills
• Knowledge of various federal regulations including Bank Secrecy Act, Community Reinvestment Act, Americans with Disabilities Act, Right to Financial Privacy Act, Gramm-Leach-Biley Act, Regulation E and teller roles and responsibilities relating to each act

Education

• High School Diploma or GED required; college preferred.
• 5 years banking experience preferred.
2 years of experience in a call center environment preferred

Equal Opportunity Employer/Disability/Veterans. Richwood Bank is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.