Card Services Specialist II

IBC Bank successes are the result of an aggressive and innovative attitude. The Bank's "We Do More" philosophy reflects its dedication to the growth and success of its employees, customers and communities.   IBC bank hires talented, creative and dedicated individuals to help our business succeed.  We are a company that values leadership, community engagement and relationship building that leads to a culture of excellence.   We are currently seeking to fill positions across all business segments. IBC's focus is to be customer centric and strive to provide excellent customer experience. 

Time Type:

Full time

This is an in-office position.

Department:

833 Card Services

Job Summary:

The Card Services Specialist II is responsible for coordinating daily department activities. Responsible for reconciliations, transaction settlements, managing monthly reports for distribution across multiple channels within the Card Services department including credit cards, merchant services, prepaid and debit cards. Adhering to procedures and controls to comply with card issuance guidelines. Coordinating with multiple supply vendors, reconciliation of vendor invoices, and allocating cost to multiple cost centers. Establishing open communication with branch administrative staff and card liaisons to coordinate any changes in processes and communicate any known issues. Responsible for training new hires and cross train employees in the Card Services department. The Card Services Specialist II is responsible for covering all desks within the Card Services department due to vacancies or absences.

Job Description:

ESSENTIAL JOB FUNCTIONS

The statements on this job description are intended to describe the general nature of level of work being performed by incumbents.  They are not an exhaustive list of all responsibilities, duties, and skills required by all incumbents.

SUPPORT

• Supports daily operation of card services channels, including Credit Card, Merchant Services, Debit Card and Prepaid Card portfolios

• Cover all Card Services desks when there are vacancies or absences.

• Provide branch telephone support by answering calls related to process questions and issues for all Card Services related products and services.

• Support Return Mail, Research, Troubleshoot, and Resolve branch issues.

• Develop procedures and best practices for the debit/prepaid area.

• Cross train other Card Services employees on Credit Card, Debit Card, Prepaid Card, Merchant Services, and all other Card Services related products and services.

SERVE

• Serve as department liaison between third party vendors and bank: issue escalation, data research, processing, inventory ordering, and invoice processing, tracking reconciliation, and submission for processing.

• Serves as subject matter expert and on-the-job training resource for other team members.

FUNCTIONAL

• Review daily reconciliations and clear outstanding items

• Prepares and distributes daily, monthly, and quarterly reports for the management groups and boards

• Update, measure, and create root cause analysis for the different KPIs in the Card Services Dept.

• Perform daily research and development for all Card Services related products/services, troubleshoot product/service concerns.

• Work with our debit and prepaid cards

• Reconcile incentive payouts, general reports, and promotions

• Update, measure, and create root cause analysis for the different KPIs in the Card Services Dept- mainly focusing on Debit/Prepaid KPIs.

• Process card request for all markets

• Reconciles and processes Merchant and Credit Card incentive payouts

MAINTENANCE

• Develop and maintain Policies and Procedures for all channels within Card Services.

• Updates centralized team site for on-going marketing and training materials.

• Maintain daily, monthly, and quarterly reports for the management groups

SKILLS

• Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems

• Mathematics - using mathematics to solve problems

• Speaking - Talking to others to convey information effectively

• Reading Comprehension - Understanding written sentences and paragraphs in work related documents

• Writing - Communicating effectively in writing as appropriate for the needs of the audience.

• Time Management - Managing one's own time and the time of others

• Instructing - Teaching others how to do something

• Systems Evaluation - Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system

• Systems Analysis - Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.

• Judgement and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one

• Coordination - Adjusting actions in relation to others' actions

• Service Orientation - Actively looking for ways to help people

EDUCATION & KNOWLEDGE

• High School Diploma or equivalent required. College diploma, some college or equivalent work experience preferred.

• Proficient working knowledge of productivity tools, including Microsoft Word and Teams

• Advanced skills in Microsoft Excel such as, pivot tables and advanced formulas

• Knowledge of email systems, including Microsoft Outlook

• Working knowledge of or ability to learn to use office equipment, including printers and phone systems.

• Knowledge of English grammar, spelling and punctuation

• Competitive level typing skills to produce documents on a personal computer

• 1-2 years’ experience in supporting or administering a credit card or debit/prepaid card portfolio or 3-4 years banking experience in a reconciliation or financial accounting role.

• Team player, strong communication skills to address customer phone calls and email inquiries. Excellent communication skills required, both written and verbal. Excellent Customer Service Skills. Strong attention to detail and good planning and organization skills.

• Experience with logistics and/or procurement preferred but not required.