Credit Card Rep I​/II

Overview

Description

Tower is offering a $1000 Signing/Retaining bonus as of 1/20/2025.

All full-time positions include exceptionally low medical premiums in addition to a whole host of other benefits.

Hours for Position
:
Monday - Friday, 8:00 am - 4:30 pm

Hiring Range
: $23.06 - $28.83/hr

The Credit Card Representative is responsible for performing all Credit Card processes in a timely and accurate manner to meet established daily deadlines. This is a direct member support role that requires effective, knowledgeable and professional service to our members and frontline staff typically over the phone and/or via email. Duties include but are not limited to verification of all new Credit Cards created, daily error resolutions, balance transfer requests, other report verifications and validations, and quarterly billing input.

This position works with numerous Microsoft Word and Excel applications and is a daily production position working under strict deadlines for a smooth workflow. Success in the position is a component of back office operations support of Tower’s competitive products and services for our members utilizing the Tower Credit Card loan program in concert with our credit card processor. All functions are performed in support of Tower Policies, procedures and all State and Federal Regulations.

LEVEL I – Accountabilities may include the following, supplemented by specific Competency Summary for Levels I and II.

• Provides timely and effective service to members and Tower staff in relation to all Credit Card inquiries with minimal supervision.
• Complete member requests for maintenance and account access to enable the use of credit cards in a timely and professional manner in compliance with Tower policies and applicable regulations.
• Interact with members, frontline staff, and internal partners to complete daily tasks with minimal supervision, demonstrating proficiency in communicating products and services.
• Research error resolution requests and adjust member accounts per Tower standards and federal guidelines; provide written documentation of resolutions.
• Verify, prepare and post monthly and quarterly Credit Card Brand Billing independently.
• Record daily, monthly, quarterly and annual statistics; format information for senior management review and report discrepancies to the appropriate party.
• Assist in researching and addressing factors related to vendor or program errors with vendors as needed.
• Verify and process applications for Credit Card orders independently; determine appropriate fees and debits per policy and regulations.
• Cross-train to provide coverage and seek increased responsibilities and development opportunities.

LEVEL II – May include additional responsibilities such as:

• Interact directly and independently with members and staff with minimal supervision; demonstrate proficiency in communication and technology use.
• Provide training and procedure input for Credit Card services and related departments.
• Research, analyze and report processing errors; recommend actions within Tower’s environment.
• Act as liaison with credit card vendors as needed; lead testing of core software releases related to Credit Card servicing.

Required Qualifications – Competencies are used for Level I and II employment and career progression. Educational &

Experience:

• Level I – High School Diploma and 3-4 years of related experience.
• Level II – Two-year Associate’s Degree preferred;
  High School Diploma required. Five or more years of related credit card processing experience required. Active knowledge of regulations governing credit card processing.

Note:

Must meet all required competencies within a specified timeframe to promote to the next level.

• Ability to perform mathematical functions accurately.
• Ability to apply fractions, percentages, ratios and proportions to practical situations.
• Proficiency in reconciling and balancing transaction records and resolving differences.
• Proficiency with Microsoft Windows and related environments.
• Ability to read and interpret procedure manuals and apply instructions to the workflow.

• Ability to sit, stand and walk for extended periods; operate office equipment.
• Ability to lift coin bags up to 50 pounds with or without assistance.
• Ability to work hours that may extend beyond the defined schedule when needed.
• Note:
  
  This position description is not necessarily all-inclusive in terms of work detail.