Card Solutions Support Supervisor

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 Supervisor ensures that our small business credit card and commercial card programs are supported with the highest level of customer service. This role leads a team of dedicated phone and written support specialists, overseeing their daily activities, providing guidance, ensuring our clients' needs are met and handles all internal and external escalations. This role creates and maintains daily schedules and ensures all tasks are within set SLA’s. Additionally, this role provides management with regular KPI reporting on support operations and recommends strategies to optimize processes and procedures.

Primary  Responsibilities:

• Handles escalated customer inquiries and issues related to small business credit cards and commercial card programs utilizing FIS and Visa platforms including: Base2000, eZBusiness, eZCard, Visa Spend Clarity and Priority CPX.
• Ensures timely and effective resolution of customer concerns, striving for high customer satisfaction.
• Continuously assess and refines customer support processes to enhance efficiency and effectiveness.
• Identifies opportunities for improvement and develop strategies to optimize the support workflow.
• Monitors and analyzes support metrics and KPIs to track team performance.
• Prepares and presents regular reports on support operations and performance to management.
• Stays updated on HTLF small business credit card and commercial card program product and technology offerings, including terms, benefits, and features.
• Assists team members in developing a deep understanding of these products.
• Ensures that all customer interactions meet the highest quality and compliance standards.
• Conducts regular quality assurance reviews and training sessions while working with the Card Quality and Control Analyst.

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 preferred
• 5-7 years experience in a customer support role within the financail industry required
• 1-3 years supervisory or team leadership experience required
• 3-5 years card solutions experience preferred

Knowledge, Skills and Abilities:

• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Proficiency with customer support software and systems.
• In-depth knowledge of small business credit cards and commercial card programs.
• Ability to work in a fast-paced, dynamic environment.

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:

$83,760.00 - $108,887.00

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.