POSITION PURPOSE

Responsible for all operations associated with Debit Cards, Internet Banking, and ACH (Automated Clearing House) origination and receiving. Primary focus on Debit Card operations. Responsible for providing excellent customer service and maintaining strong professional relationships in the department. Professionally, courteously, and promptly resolves questions and/or problems. Responsible for supervising, motivating, problem solving, training, and coaching Debit Card associates.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Supervise a team of Debit Card Specialists.
• Provides leadership through effective goal setting, performance review, delegation, training, coaching, and communication.
• Consistently strives to meet the Customer Service Center’s call quality goals.
• Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.
• Keeps management informed of problems, and agents performance issues.
• Completes required reports and records accurately and promptly.
• Attend, conduct, and participate in meetings as required.
• Assists their team as needed, including taking customer calls.
• Keeping the policy and procedures manual updated.
• Monitor Finesse calls.
• All associated debit card maintenance.
• All related activities/efforts in mitigating debit card fraud.
• All related debit card disputes.
• Fulfill daily work/functions while adhering to bank policies and procedures and complying with all governmental rules/regulations.
• Process and balance transaction entries.
• All associated posting and reconciliation duties are performed timely and accurately.
• Monitor the department’s support email box and assist banking centers via telephone support.
• Assist with debit card issues, requests, and other Electronic Banking needs.
• Cross train with other department associates for other various duties as assigned.
• Resolve more complex issues presented to the department.
• Be able to complete given projects with minimal supervision.
• Serve as backup for day-to-day peer processes.

QUALIFICATIONS

Education/Certification: High School Diploma or equivalent

Required Knowledge: Great working knowledge of Microsoft Office, Excel, Outlook, Word, 10-key, typing, etc. General knowledge of compliance and regulations procedures.

Experience Required: Banking experience preferred but not required.

Skills/Abilities:

Well organized.

Ability to operate related computer applications and related business equipment.

Ability to wear headsets.

Attention to detail.

Ability to maintain an effective and efficient workflow.