Associate, Customer Support

Overview

Join our team - and take the next step in achieving a fulfilling career!

At Card Works, we aim to help people connect with possibility and opportunity using our financial servicing expertise. Building meaningful, long-term relationships with consumers, our employees, and our clients is what matters most.

Card Works, Inc. is a diversified consumer finance service provider and parent company of Card Works Servicing, LLC, Merrick Bank and Carson Smithfield, LLC.

Card Works Servicing, LLC provides end-to-end operational servicing functions for credit cards, secured cards, and installment loans. We service consumer and small business loans across the credit spectrum and offer backup servicing and due diligence services to capital providers and trustees.

Merrick Bank is an FDIC-insured Utah Industrial Loan Bank. Merrick operates three main business lines: credit cards, recreational lending, and merchant services.

Carson Smithfield, LLC provides a variety of post-charge-off debt recovery services, including digital self-service, IVR, live agent, and external agency management.

Join a team that puts people first. Build a career that grows with you.

Are you someone who enjoys helping others, solving problems, and creating positive customer experiences? Do you thrive in a fast-paced environment where every call is an opportunity to make a difference? If so, we want to meet you!

• Assist and advise account holders regarding their accounts
• Answer incoming calls professionally and deliver an exceptional customer experience
• Resolve questions, concerns, and account issues using established policies
• Update and maintain accurate customer information in the operating system
• Initiate transactions, investigations, and dispute processes
• Educate customers on billing dispute procedures
• Transfer calls to the proper department
• Escalate calls requiring additional support

• High school diploma or equivalent is required
• Prior customer service experience is desirable
• Experience working with computers is required
• 1 plus year of related inbound or outbound call center or collections experience is desired
• Experience with FDR, Evolve, or similar platforms is a plus
• Strong computer skills and comfort navigating multiple applications
• Clear, confident verbal communication
• A goal-oriented mindset and adaptability in a fast-moving environment
• Ability to commute and work in an office environment

• Meeting quality and productivity standards
• Monitoring and achieving monthly performance goals
• Communicating clearly and professionally
• Supporting team goals and contributing to department success
• Bringing a positive attitude and willingness to grow

• Opportunities for long-term career growth
• Skill development in communication, technology, and problem-solving
• Supportive team environment
• The chance to make a meaningful impact through every customer interaction

If you're ready to take the next step in your career and join a team that values your talent,
apply today!

The salary range for this position, if located in NY Metro/NY State is $17.50/hr to $22.00/hr however, please note that the salary range will vary for other geographic areas.

#INDEG

• Competitive Pay, including a Bonus Target or Variable Pay Incentive Program
• Benefits Package - Medical, Dental, and Vision (plus much more)
• 401(k) Plan with Company Match
• Short- & Long-Term Disability
• Wellness Programs
• Group Life and AD&D Insurance
• Paid Vacation, Sick Days and bank Holidays
• Employee Engagement Activities including Employee Appreciation Day, DEI Employee Resource Groups, Corporate Social Responsibility, Service Recognition

We offer a total rewards package comprised of a competitive base rate of pay, variable pay incentive programs based on the role, and a comprehensive benefit suite. Offered rates of pay are determined based on job-related knowledge, relevant experience, skills, certifications, and geographic location.

We are an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic. We will conduct a thorough background check for all hires in compliance with applicable laws.