Description
At Allegacy, our roots run deep — anchored in a longstanding commitment to doing right by our members and the communities we serve. Every role within our organization plays a vital part in nurturing the relationships that make that promise real. As a member of our team, you'll be empowered to live out our brand every day, building meaningful connections that support the financial wellbeing of those who count on us most.
Nature and Scope
The employee will respond to staff inquiries and complete maintenance requests related to debit and credit cards for business and consumer products. This position will work closely with other team members to ensure that all daily responsibilities are completed in a timely manner ensuring compliance with procedures and regulations to deliver exceptional service and support.
Specific Accountabilities
- Deliver exceptional member service to every member, every time by ensuring employees deliver consistently high quality service to both internal and external members that is in alignment with our Brand Culture.
- Meet or exceed established service goals.
- Ensure thorough understanding of expectations and consistently exhibit Allegacy behaviors.
- Support all card related inquiries for consumer and business debit and credit cards.
- Assist Card Service Dispute Specialists with fraud and non-fraud dispute related inquiries for debit and credit cards.
- Perform general tasks with a high degree of accuracy including, but not limited to:
- Card orders
- Card maintenance and replacement
- Account maintenance
- Process daily debit and credit limit changes
- Perform Balance Transfers
- Travel notifications on card processing systems
- Reward points redemption
- Review exception reports and process in a timely manner.
- Process credit card program switch requests, skip pay requests and credit balance refunds.
- Process member tokenization notifications.
- Monitor and support Instant Issue Services.
- Process all returned cards for updated addresses and notate accounts accordingly; maintain and update returned card spreadsheet to assist front line staff.
- Manually establish new credit card accounts for instant issuance.
- Manage and monitor VIP services.
- Work closely with other Card Services personnel to ensure that tasks are completed effectively and efficiently maintaining set SLAs.
- Proactively identify opportunities that drive process or product efficiencies.
- Perform other duties as assigned.
Skills Required
- Experience in customer service
- Knowledge of debit and credit card processing
- Ability to work with accuracy and attention to detail
What We Do
Allegacy Financial is a comprehensive banking and financial partner offering personal, small business, commercial, and wealth management services, focused on building lifelong relationships and helping North Carolinians thrive.
