Somerset Trust Company
Job Description

Job Title: Customer Service Specialist
Department: Operations
Reports To: Card Services Operations Administrator
Division: Operations
Revision Date: 08/11/2022

SUMMARY

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 include the following. Other duties may be assigned.

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.


SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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.

LANGUAGE SKILLS
Ability to read, analyze and interpret various documents such as industry journals, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and customer correspondence. Ability to clearly communicate resolutions and answers to customer and merchant inquires.

MATHEMATICAL SKILLS
Ability to calculate figures and amounts such as discounts, interest, and percentages.

REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands and fingers to operate office equipment such as keyboards, telephones, etc. and to talk and hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.