Operations Representative- Bankcards

Bankers' Bank is a fast-growing financial institution with over 1.5 billion in assets committed to assisting community banks with their payment and financial service needs and 40 years of dedication to our community bank partners. In addition to specializing in providing correspondent banking products and services to community banks we also provide bank holding company loans, commercial loans, leasing, secondary mortgage products, cash letter/cash management, investment trading, safekeeping and portfolio accounting, correspondent credit services, international services, bank card products, and risk management solutions.

Bankers' Bank has offices in Madison, WI, Des Moines, IA, Chicago, IL, Dublin, OH and Indianapolis, IN.

We are seeking an Operations Representative - Bankcards to join our team in our Madison, WI location. The Bankcards department services community banks through customer service that exceeds expectations and solving problems with service issues within credit card issuing.

• Answer phone calls and respond to email and mail correspondence, managing a large volume of incoming and outgoing requests.
• Greet customers warmly and ensure each interaction is handled courteously and professionally.
• Utilize data entry to complete necessary requests, provide consistent follow-up, and accurately enter information into appropriate recordkeeping systems (ticketing).
• Maintain, and expand customer and team relationships.
• Proactively discuss & escalation when applicable customer needs in order to fulfill requests accurately on a timely and consistent basis.
• Meet departmental ticketing/phone/customer services SLA standards.

• Complete assigned project(s) work including regular status updates
• Support system or process enhancements by providing subject-matter expertise during testing, documentation, and training efforts

• In partnership with the department leadership, contribute to updates on product knowledge, compliance, procedures, products, policies.

Ideal candidates will possess prior experience in customer service (via phone preferred) which may serve as a substitute for card product knowledge and proficient in computer skills and applications (Microsoft Office Suite, etc.). High school diploma or general equivalency diploma required. Will possess strong written and verbal communication skills, work collaboratively, and balance multiple priorities. Associate degree in business-related field (accounting, administrative support, etc.)

and one or more years of experience in credit card processing, preferred.