Job Details

Credit Card Operations & Support Specialist

More than 135 years ago, we started with core values that never go out of style: listen, learn and help businesses and individuals reach their goals. These core values shape our culture, and we were recently Great Place to Work Certified because of our outstanding workplace culture and employee experience. As well, our financial strength and stability are key reasons Forbes named us one of the Best 100 Banks in America for the ninth consecutive year. With more than $16 billion in assets and 135 branch locations throughout Washington, Oregon, Idaho, and California, we understand our role in the economy and take that responsibility seriously. In addition to offering a source of capital to personal banking clients and businesses of all sizes, we place a high importance on employee volunteerism and donate millions of dollars each year to community organizations.

As a Credit Card Operations & Support Specialist you will provide function-specific, day-to-day client and operational support for the Credit Card Department. In this role you'll have the opportunity to:

• Responsible for representing Banner Bank and providing support to clients in a professional manner and provide prompt, efficient and accurate service.
• Responsible for answering incoming customer and branch inquiries.
• Perform account maintenance including but not limited to: onboarding approved applications, ordering new and replacement cards, PIN orders, lost/stolen and blocked accounts, travel notification, limits management, and fraud disputes.
• Responsible for providing Tier 2 telephone, email, and chat support to internal and external clients.
• Responsible for fraud notification and alerts: properly administer our fraud strategies and policies; adhering to corporate and federal regulations related to Reg Z and fraud case management; handling client disputes and fraud claims; identifying emerging fraud trends and escalating as appropriate.
• Responsible for reviewing issues included in exception reporting and recommend/administer correction action of issues.
• Prepare and/or review various reports to effectively monitor activities, identify issues and trends, take action, and recommend changes.
• Identify areas that need improvements and make recommendations for enhancement.
• Responsible for complying with policies, procedures, security requirements, and government regulations.
• Perform any other duties or responsibilities as may be assigned by your manager.

Education & Certifications

H.S. Diploma: required (an equivalent combination of education and experience may be considered)

Experience

0 to 2 years of credit cards, retail banking, call center or related experience required

Knowledge, Skills and Abilities

Knowledge of retail product philosophy, policy, procedures, documentation, and systems. Knowledge of credit card products and services. Proven client service, interpersonal, and relationship building skills. Possess effective verbal and written communication skills; proper phone and email etiquette required. Possess effective selling, cross selling and referral skills. Possess strong mathematical, problem solving, and negotiation skills. Ability to analyze client related financial information.

Compensation & Benefits

Targeted starting salary range (based on experience): $20.00 - $24.00 hourly Incentive potential Comprehensive employee benefits, including: medical, dental, vision, LTD, STD and life insurance Paid vacation time, sick time and 11 company paid holidays 401k (with up to 4% match) Tuition reimbursement