Card Solutions Support and Implementation Manager

HTLF is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

HTLF is a diversified financial services company headquartered in Denver, Colorado. We deliver community banking at scale by powering our geographically diverse group of banks with technology, efficiency and strength — giving local decision-making the opportunity and insights to focus on customers and growth. Relationships have been the core of our company since its founding in 1981. We're deeply invested in the communities we serve, and that's why our clients choose us as their banking partners.

What's different about a career at HTLF? We believe our employees and their diverse backgrounds, perspectives and skills are our greatest assets. We wouldn't be HTLF without the people with whom we surround ourselves and empower to enrich the lives of our customers, employees and communities. We're dedicated to making HTLF the best place to work – where your opinions are valued, your feedback and ideas are heard, and your opportunities for personal growth and professional development are endless.

The Card Solutions Support and Implementation Manager manages the support and implementation team overseeing the day-to-day fielding, support and resolution of incoming internal and external client support needs related to new and existing small business and commercial card programs. This role ensures excellent service standards through continuous team coaching and delegation on client needs, resolving questions or concerns to remove barriers to program spend and creating an exceptional client experience resulting in overall retention rates.

 Primary Responsibilities:

• Delegates and directs support tasks, monitors progress of current projects, support requests and new program onboarding.
• Oversees administrative tasks such as managing and updating phone and email assignment schedules performed by the Card Solutions Support Supervisor, overall team delegation and rotation and meeting of standard SLA’s.
• Manages internal and external escalations to improve service methods to increase productivity and customer service.
• Monitors for reoccurring barriers or process gaps and communicates these to management for identified strategies toward improvements.
• Ensures the highest standards, efficiencies, and productivity goals are met by assisting in audit and quality control requests.
• Keeps current with updates in card processing system to provide accurate information and resolution support.
• Communicates updates to procedures, and other information as needed for the team to accurately respond to client inquiries.
• Oversees and manages GL reconciliation process.

Secondary Responsibilities

• Completes annual E-Learning Plan and Bank Secrecy Act (BSA) training as assigned and keeps up-to-date knowledge of BSA as it relates to the job function.
• Performs other duties as assigned.

Management Responsibilities

• Works with department staff on individual professional development and career development opportunities. Facilitates team members in creating individual goals and development plans that align with the department goals.
• Works with HTLF's Talent Acquisition team to identify and hire the most qualified and talented individuals to fill open positions.
• Provides information and on-going feedback to department staff regarding expectations and performance, salary adjustments and/or promotions.
• Addresses and resolves all performance concerns and issues in a timely manner.
• Prepares and conducts annual performance reviews within established deadlines.

Qualifications

Education and Work Experience:

• Bachelors in Business Administration/Management or equivalent job experience required
• 7-10 years customer service experience in financial services required
• 5-7 years experience within credit card industry preferred
• 3-5 years leadership experience required

Knowledge, Skills and Abilities:

• Ability to display a strong accountability minded attitude along with leadership, communication, sales, and customer service skills.
• Ability to develop and maintain strong positive relationships across the HTLF organization, the internal Payment Solutions division, and clients.
• Strong creative thinking and problem-solving skills.
• Ability to work well under pressure, stay positive and find resolutions.
• Ability to communicate clearly, professionally, and concisely both verbally and in writing.
• Ability to share information and ideas with others along with good listening skills.
• Ability to thrive in an environment focused on measurable results at an individual level.
• Ability to work successfully in a team environment.
• Ability to multi-task and prioritize.
• Attention to detail – ensuring accuracy and completeness of information provided.
• Ability to make well-informed decisions and understand sense of urgency within the boundaries of the job function.

Standard ADA:

• Standing - Frequently
• Walking - Occasionally
• Sitting - Frequently
• Lifting - Occasionally
• Carrying - Occasionally
• Pushing - Rarely
• Pulling - Rarely
• Balancing - Rarely
• Kneeling - N/A
• Crouching - Rarely
• Reaching – Rarely

Scheduled Weekly Hours:

40

Time Type:

Full time

The targeted salary for this role is:

$110,324.00 - $143,422.00

HTLF offers competitive and varied benefits to eligible employees, such as Paid Time Off; a 401(k) matching program; annual incentive pay; paid holidays; a comprehensive company sponsored benefit plan including medical, dental, vision, and other insurance coverage; health savings, flexible spending, and dependent care accounts; an employee assistance program; tuition reimbursement; and various associate banking benefits. Benefit offerings and eligibility requirements vary. To learn more, please click here visit our Benefits page.

The annualized base salary range reflects figures based on the primary location. Pay ranges may vary based on work location. As a part of the total compensation package, this role may be eligible for a Bonus Plan or a role-specific commission/bonus.  Recruiters can share more detail during the hiring process. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things.

Additional Information:

Job postings typically remain open for approximately 20 days of the posting date listed above, however the job posting may be closed earlier should it be determined the position is no longer required due to business need. Job postings in areas with a high volume of applicants remain open for approximately 5 days of the posting date listed.