What are the responsibilities and job description for the Credit Card Specialist position at WSFS Bank?
Job Description
At WSFS Bank, we empower our Associates to grow their careers, guide our customers to secure their financial futures, and actively support our Communities so they can fully thrive. Careers with WSFS Bank offer an inclusive and supportive culture, competitive salaries, advancement opportunities, and more. We are the region's locally headquartered bank and wealth management company. We are honored to consistently be named a Top Workplace by our Associates, who make a difference every day for the people, businesses, and Communities we serve. We Stand For Service® is more than part of our name, it’s our mission and our purpose.
The Credit Card Specialist will provide stellar customer support for all new and existing Small Business and Commercial credit card accounts. Also, they will onboard Commercial/Small Business credit card applications and create a seamless onboarding experience for new customers. The incumbent will provide direct customer service to Customers, Bank Relationship Managers, and Retail Associates.
Job Responsibilities:
WSFS is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
At WSFS Bank, we empower our Associates to grow their careers, guide our customers to secure their financial futures, and actively support our Communities so they can fully thrive. Careers with WSFS Bank offer an inclusive and supportive culture, competitive salaries, advancement opportunities, and more. We are the region's locally headquartered bank and wealth management company. We are honored to consistently be named a Top Workplace by our Associates, who make a difference every day for the people, businesses, and Communities we serve. We Stand For Service® is more than part of our name, it’s our mission and our purpose.
The Credit Card Specialist will provide stellar customer support for all new and existing Small Business and Commercial credit card accounts. Also, they will onboard Commercial/Small Business credit card applications and create a seamless onboarding experience for new customers. The incumbent will provide direct customer service to Customers, Bank Relationship Managers, and Retail Associates.
Job Responsibilities:
- Provide stellar technical and operational support to customers and sales staff relative to all credit card products and their ongoing support.
- Respond expediently and accurately to Customer and internal Associate calls and inquiries; maintaining established SLAs.
- Onboard new card relationships, set up users and account processing parameters, Online Loyal Manager, SSO, and EZ Business access.
- Review bankcard applications and approvals to ensure documentation is sufficient and complete.
- Perform EZ Business training for business credit card customers and assist customers with setup.
- Follow up with clients after implementation to ensure that all products and services are working properly.
- Complete production tasks (work queue fulfillment; cardholder maintenance, travel notifications, etc.) adhering to established departmental SLA's, controls, policies and procedures for credit as well as debit as needed.
- Serve as a subject matter expert for Associates to provide support to branches/Call Center, including Managers with credit or debit related questions and issues.
- Act as liaison to the card processor (FIS) to facilitate problem resolution. Stay abreast on current VISA rules and regulations.
- Escalate anomalies, issues and problems, such as fraudulent activity, to the department Team Lead, Payment Manager and/or Operational Risk.
- Perform other duties and/or special projects as required.
- Collaboration with Team Lead to maintain and document departmental procedures to ensure processing efficiency, risk mitigation and operational controls.
- A Bachelors' degree is preferred.
- A minimum of 1 year of experience or banking or financial customer service. A minimum of 1 year of credit card operations experience in a high-volume, deadline-oriented service environment.
- Must have a comprehensive knowledge of credit and debit card operations including proficient knowledge of payment networks; VISA operating guidelines and applicable government regulations.
- Must possess a strong background in customer service or technical support.
- Must have experience making quick, high quality decisions on complex issues.
- Must have excellent oral and written communication skills.
- Must have strong organizational and prioritizing skills.
- Must have the ability to handle a variety of tasks simultaneously.
- Must have the ability to handle confidential information in a mature and professional manner.
- Must have the ability to be adaptable and flexible while responding to deadlines on assignments and workflow fluctuations
- Must have competent skills using Windows and Microsoft software products and internet-based applications.
WSFS is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
