Credit Card Customer Service Representative

Credit Card Customer Service Representative 1 - 18630

US:

OK:

NORMAN | Arvest Credit Card Division | Full Time

15.80 - 19.70 USD per hour

Pay is based on a number of factors including the successful candidate’s job-related knowledge and skills, qualifications, and prior experience. Arvest offers a comprehensive suite of benefits, including a full range of health and life, financial, and wellness benefits. For more information about benefits, please visit  .

Position is based at 225 E Eufaula St. Norman, OK 73069.

Position requires flexibility to work shifts either Monday through Friday 9:00 AM to 6:00 PM or 8:00 AM to 5:00 PM, as well as rotating Saturday shifts 8:00 am to 5:00 pm.

Bilingual in English and Spanish is preferred.

SUMMARY: Under the supervision and guidance of the Arvest Credit Card Customer Service Supervisor (CSS), the Arvest Credit Card Customer Service Representative 1 (CSR
1) answers numerous customer service calls. Incumbent works closely with the Credit Card CSS to assist customers. All calls will be handled in a professional manner while providing the customer with accurate information, quickly and efficiently.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Provide exceptional internal and external customer service in a professional manner which includes answering phone calls promptly, responding in a timely manner and using caller’s name.
• Respond to customer service requests using appropriate bank and credit card processor systems.
• Enroll and train cardholders on bank and/or credit card websites to ensure customer ability to maintain credit card account online.
• Process requests from cardholders including customers with credit balances on accounts; balance transfer requests ensuring required documentation and correspondence is completed and posted to account.
• Respond to cardholder correspondence concerning changes in authorized users and/or credit line changes; determine if correspondence conforms to local, state and federal regulations; take appropriate action to gather required documentation and/or complete the request.
• Maintain high level of product knowledge regarding all aspects of consumer card programs including features and benefits, fees and service charges, and disclosure requirements.
• Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties. This includes but is not limited to; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious customer and/or account activity.

TEAM ACCOUNTABILITIES:

• Support and uphold the Arvest Mission Statement.
• Uphold the Arvest Code of Ethics and ensure that confidential information is safeguarded.
• Maintain a high level of cooperation and rapport with all associates in order to ensure accurate and efficient operations and service.
• Formulate and communicate new ideas and suggestions that will improve profitability and efficiency for the company’s overall operation.
• Promote professionalism at all times.

Responsibilities:

QUALIFICATION REQUIREMENTS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

EDUCATION and/or

EXPERIENCE:

• High school diploma or equivalent required.
• 1 year customer service experience required.
• Previous banking or call center experience preferred.

OTHER

SKILLS AND ABILITIES:

• Must be able to arrive at work on time, work on site…