eBanking Specialist/Credit Card Lead

Fond du Lac Office
Full-time
Non-Supervisory

Summary

Under general supervision, but following established policies and procedures, leads credit card processing responsibilities and provides support for our Safe Deposit and Business Service areas.  Addresses customer issues both directly and by providing guidance to other staff.  Serves as the subject matter expert for credit card related software, procedures, plastic management and applications. 

Essential Functions and Responsibilities

Credit Card Functions:

  • Demonstrate expertise in all areas of credit card processing including but not limited to: oversight of the consumer and commercial application process, facilitation of application acceptance and approval requirements, entry of applications, ongoing maintenance of accounts, review and analysis of reports, past due oversight, dispute management, review of the settlement process, and file organization.
  • Serve as the subject matter expert in procedural and technical aspects of software applications; ServiceView Tool (New Accounts & Maintenance Application), eZCard / eZBusiness (Credit Card Online Access), and Online Loyalty Management (Rewards Program).
  • Lead by example demonstrating appropriate support of procedures, changes within processes and expectations; lead on-going training initiatives for the Customer Service Representatives and Personal Bankers along with other team members of the Credit Card Administration Group.
  • Create and maintain training, manual and reference materials to keep procedures updated and staff informed.
  • Identify and make recommendations to management concerning possible procedural changes to execute process improvements, enhance the quality of customer service, meet changing regulatory demands and create efficiencies.
  • Demonstrate professionalism and ability to provide and receive feedback in an appropriate manner.
  • Celebrate successes with the team and lead the process of learning from mistakes.
  • Build trust through regular, open and honest communication.
  • Support an environment of continued learning.
  • Assist in resolving customer problems independently while appropriately seeking management guidance when appropriate

Safe Deposit Functions:

Serve as back-up to the Safe Deposit Attendant during planned and unplanned absences and during scheduled meetings and breaks.

  • Rent safe deposit boxes.Interview customers to obtain necessary information, complete rental lease agreement and obtain appropriate signatures, issue safe deposit box keys, and explain the rights and privileges pertaining to a safe deposit box.
  • Permit customers access to their individual boxes with the use of the guard key and the customer's key, lifts and may carry safe deposit box weighing up to 40 pounds, escorts customers to booths, inspects booths when customers leave, and secures safe deposit box access doors.
  • Maintain safe deposit billing records and update computer records.Mail past due/termination notices and billing statements as rentals come due.Close safe deposit accounts, ensure box is empty, and manage lock changes.

Business Service Functions:

  • Be knowledgeable with the various bank accounts offered to our business customers and be able to explain the features and benefits associated with them.
  • Proficient knowledge of all the features and functions of Business Electronic Banking (BeB) including Mobile access. Assist with Enrollments, Password Resets, and general administrative questions.
  • Assist the Business Services Group with Checkback and Imaging of business documentation.
  • Demonstrate independence in basic knowledge of ancillary business products and services for cross sell such as: Automated Clearinghouse (ACH) Services, Remote Capture Services, Fraud Mitigation
  • Engage with customers via conference call or face-to-face meetings to discuss features and benefits of business cards, merchant processing, and other services associated with our card programs.

Skills and Abilities Required

  • Complete familiarity with the bank's credit card policies, procedures and guidelines.  Ability to make critical decisions while following company procedures.
  • Ability to independently manage multiple projects and tasks. Proficiency in handling phones, customers, and documents for several functional areas in a time-sensitive environment. 
  • Demonstrated ability to communicate effectively in written or verbal exchanges.
  • Ability to act proactively to ensure smooth team operations and effective collaboration.
  • Proficient in Microsoft Office tools such as Word, Excel and Outlook, as well as other Internet based services.
  • The ability to be mobile to accommodate meeting requests both in and outside the bank.
  • Must have the ability to climb up step stool and pull out safe deposit boxes weighing up to 40 pounds, some of which may be large and awkward to handle.

Training and Preparation

  • Prior banking or similar customer service and process experience preferred.
  • High School diploma or equivalent work experience.
  • Training, certificate or experience in leadership preferred.

Apply Online

OR

Send Cover Letters and Résumés to:

Human Resources
National Exchange Bank & Trust
P.O. Box 988
Fond du Lac, WI 54936-0988

If you are interested in more information, please e-mail us or call us at (920) 921-7700.

If you are an individual with disabilities and need assistance using this website to apply for employment, please contact Human Resources at (920) 921-7700.

We comply with the ADA and consider reasonable accommodation measures that may be necessary for eligible applicants/employees to perform essential functions.

National Exchange Bank & Trust is an equal opportunity employer of minorities, women, protected veterans and individuals with disabilities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, status of protected veteran, or status as an individual with a disability.

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