Card Services Customer Service Specialist

Summary As part of the Somerset Trust Team, it is the expectation that all employees provide exceptional customer service to both internal and external customers, foster positive, respectful collaboration with colleagues across the organization, and uphold the values of the company (Service, Fairness, Honesty).

This position is the primary customer contact for credit card products, providing customer service to cardholders as well as internal staff.

In addition, this position also performs all operational duties related to daily function of the department including account set up, maintenance, quality assurance, reporting, and document retention.

The position requires the ability to multitask and balance duties amid constant interruptions.

Essential Duties and Responsibilities Understand credit cards and maintain an expert level of the credit card products offered.

Handles incoming phone calls from customers and branches concerning credit card products and customer accounts.

Resolves customer complaints & works to resolve account problems.

Responsible for the posting of the daily credit card settlement file and submitting wire transfer requests to the card brands via WireXchange.

Monitors daily reports and queues and performs maintenance and adjustments on accounts as necessary.

Resolves outstanding fraud alerts on accounts.

Processes all incoming credit card applications from branches and applications submitted through the online application system.

Completes all new account boarding of approved credit card accounts and is responsible for managing the supporting approval documentation and imaging the documents in the document imaging system.

Assist customers with accessing the card in online banking Completes charged off account entries and logs recoveries throughout the month.

Assists with monitoring of incoming chargeback cases and processing closeout documentation and entries for fraud charge off accounts.

Submits requests for cardholder credit limit increases and applies them to accounts upon approval.

Performs account maintenance and quality assurance to all customer accounts (e.g.

Address Changes, Addition of Cardholders to Existing Accounts, Changes to Account Status, etc.) Responsible for the gathering, maintenance of statistics and/or other vital reporting information for management on a weekly/monthly/quarterly basis.

Understand and support all BSA/AML responsibilities as applicable to the position as well as consistently, accurately, and timely carry out these responsibilities in compliance with the Bank's internal policies.

Other duties may be assigned.

Education and/or Experience · Bachelor's degree (B.

A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

TECHNICAL SKILLS · Experience using DNA is preferred, but not required.

· Proficient in using Microsoft Office products including Word, Excel, Outlook · Must be willing to lea...