Operations Representative- Bankcards - Bankers' Bank

Bankers' Bank is a fast growing financial institution with over 1.5 Billion in assets committed to assisting community banks with their payment and financial service needs and 40 years of dedication to our community bank partners. In addition to specializing in providing correspondent banking products and services to community banks we also provide bank holding company loans, commercial loans, leasing, secondary mortgage products, cash letter/cash management, investment trading, safekeeping and portfolio accounting, correspondent credit services, international services, bank card products, and risk management solutions. Bankers' Bank has offices in Madison, WI, Des Moines, IA, Chicago, IL, Dublin, OH and Indianapolis, IN.

We are seeking a BankCards Operations Representative to join our team reporting to the First Vice President of BankCards in our Madison, WI location. The BankCards department services community banks in four main product areas: credit cards, merchant services, gift cards, and debit cards. This position requires a skilled problem solver who is enthusiastic to provide superior customer service that exceeds expectations.

POSITION FUNCTIONS

Customer Service

• Answer phone calls and respond to email and mail correspondence; managing a large volume of incoming and outgoing requests.
• Greet customers warmly and ensure each interaction is handled courteously and professionally.
• Log customer interactions in appropriate recordkeeping systems utilizing proficient data entry skills.
• Complete necessary requests, provide consistent follow-up, and accurately enter information into appropriate recordkeeping systems.
• Proactively discuss customer needs in order to fulfill requests accurately on a timely and consistent basis.
• Build, maintain, and expand customer and team relationships.
• Proposition recommended strategies in an amicable way and provide proper documentation of discussions.
• Virtual and/or onsite visits for implementation, training, etc.
• Proficiency in data entry.

Project Work

• Complete assigned projects providing status updates.

Administrative

• In partnership with the department leadership, contribute to updates on product knowledge, compliance, procedures, products, policies.

Ideal candidates will possess superior customer service skills via phone and email and will be skilled in the areas of problems solving, accuracy, attention to detail, and proficient in computer use with and adept in learning new systems. Experience working within the credit/debit card, merchant services industries preferred, along with an Associate degree in a business related field. High school diploma or general equivalency diploma required.