Northwest Bank
Job Description
Overview
The Credit Card Specialist is responsible to review and monitor reports related to payments, credit card applications, and reissuance of credit cards, while also handling customer service inquires from customers and office personnel.
Essential Functions
Ensure compliance with Northwest's policies and procedures, and Federal/State regulations
Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
Work as part of a team
Work with on-site equipment
Ensure compliance with Federal/State regulations, VISA regulations, Northwest policies and procedures, and knowledge of CARE, Signature, Loan Navigator, FIS Operating System
Manage personal workload/workflow
Meet departmental goals and targets
Attend educational/training seminars as required, and regular staff meetings
Set-up customer loan files in Nautilus
Review information in E-Reports
Prepare and analyze reports
Ensure total data/document integrity
Maximize technology tools available
Process relevant documentation
Consistently provide the best customer experience possible
Identify and resolve customer issues
Manage customer service request channels
Process credit limit increase and reapplication requests
Understand and explain credit card fraud/dispute process
Monitor fraud trends based on disputes being filed by customers
Understand and monitor credit card accounts for suspicious/risky activity
Review reports for returned payments and disputes in order to research items, and reports for compliance with Reg Z, the CARD Act, SCRA and other applicable regulations
Process monetary adjustments on accounts based on reports provided by FIS and by customer request
Reissue Visa CAMS Alert Accounts
Provide telephone coverage for customer service calls and office personnel inquires
Respond to written or email requests
Process balance transfer requests, and new business credit card requests and changes to existing accounts
Understand business credit card requests and work with lenders for completion of application packet
Liaise as required with all appropriate vendors and/or business partners
Develop/enhance operations processes and integrity
Interact as appropriate with other business units within Northwest
Prepare education and training materials
Minimize departmental non-payroll costs
Recommend improvements to procedures, fee-generating alternatives and procedure enhancements, and service/product enhancements
Analyze financial data and credit
Actively recommend cross-selling opportunities
Qualifications High School Diploma or equivalent preferred
Physical Demands Stationary position, Constantly
Traverse (Move About), Occasionally
Position objects (one person), Rarely
Position objects (with another), N/A
Ascend/Descend (ladders, stairs, scaffolds, etc.), N/A
Position self to stationary objects, Rarely
Operate standard office equipment, Constantly
Grasp, Rarely
Repetitive Motions, Frequently
Ability to observe, Constantly
Communicate, Frequently
Travel Requirements As Needed for training
Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.
Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
Work as part of a team
Work with on-site equipment
Ensure compliance with Federal/State regulations, VISA regulations, Northwest policies and procedures, and knowledge of CARE, Signature, Loan Navigator, FIS Operating System
Manage personal workload/workflow
Meet departmental goals and targets
Attend educational/training seminars as required, and regular staff meetings
Set-up customer loan files in Nautilus
Review information in E-Reports
Prepare and analyze reports
Ensure total data/document integrity
Maximize technology tools available
Process relevant documentation
Consistently provide the best customer experience possible
Identify and resolve customer issues
Manage customer service request channels
Process credit limit increase and reapplication requests
Understand and explain credit card fraud/dispute process
Monitor fraud trends based on disputes being filed by customers
Understand and monitor credit card accounts for suspicious/risky activity
Review reports for returned payments and disputes in order to research items, and reports for compliance with Reg Z, the CARD Act, SCRA and other applicable regulations
Process monetary adjustments on accounts based on reports provided by FIS and by customer request
Reissue Visa CAMS Alert Accounts
Provide telephone coverage for customer service calls and office personnel inquires
Respond to written or email requests
Process balance transfer requests, and new business credit card requests and changes to existing accounts
Understand business credit card requests and work with lenders for completion of application packet
Liaise as required with all appropriate vendors and/or business partners
Develop/enhance operations processes and integrity
Interact as appropriate with other business units within Northwest
Prepare education and training materials
Minimize departmental non-payroll costs
Recommend improvements to procedures, fee-generating alternatives and procedure enhancements, and service/product enhancements
Analyze financial data and credit
Actively recommend cross-selling opportunities
Qualifications High School Diploma or equivalent preferred
Physical Demands Stationary position, Constantly
Traverse (Move About), Occasionally
Position objects (one person), Rarely
Position objects (with another), N/A
Ascend/Descend (ladders, stairs, scaffolds, etc.), N/A
Position self to stationary objects, Rarely
Operate standard office equipment, Constantly
Grasp, Rarely
Repetitive Motions, Frequently
Ability to observe, Constantly
Communicate, Frequently
Travel Requirements As Needed for training
Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.