Merchant Card Customer Service Manager manages a team of merchant card customer service representatives. Establishes service standards and monitoring processes to identify and resolve performance issues with team or service systems and procedures. Being a Merchant Card Customer Service Manager provides development and training that ensure the team is prepared to provide efficient service. Coordinates with other internal functions to provide any technical or other services that are needed. Additionally, Merchant Card Customer Service Manager recommends changes to products or services to fulfill customer needs and to address new or unmet business needs. Requires a bachelor's degree. Typically reports to a head of a unit/department. The Merchant Card Customer Service Manager typically manages through subordinate managers and professionals in larger groups of moderate complexity. Provides input to strategic decisions that affect the functional area of responsibility. May give input into developing the budget. To be a Merchant Card Customer Service Manager typically requires 3+ years of managerial experience. Capable of resolving escalated issues arising from operations and requiring coordination with other departments. (Copyright 2024 Salary.com)
Description
Card Services Manager is responsible for managing, scheduling, training, and developing our Card Services team including processing functions, vendor relationships and projects. Ensures that all activities are conducted in accordance with established standards and applicable regulations, and that procedures are documented. Assists in the resolution of difficult or sensitive card processing issues. Develops, and implements efficient workflows to improve sales, support and servicing functions and continually improve the internal delivery and member experience. Promotes and maintains the organization’s, mission, values, and culture. Works to maintain high employee engagement and is a cultural champion.
Requirements
Minimum:
High school diploma and a minimum of three years of relevant experience to include supervisory experience. Good oral and written communication skills. Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation. Knowledge of member services and credit union procedures. Must be accurate and have high attention to detail.
Preferred:
Knowledge of credit and debit card processing, including MasterCard rules, rewards, fraud, chargebacks, disclosures, regulations, statements, compliance, digital wallet, BIN, and portfolio management. Familiarity with processor PSCU, core provider Corelation, Entrust instant issue, and Redi fraud monitoring.
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