Cards Support Manager I (Remote)

Company Description

Harland Clarke, a Vericast business, is a premier marketing solutions company that accelerates profitable revenue growth for the thousands of businesses it serves directly by influencing consumer purchasing and transaction behavior at scale while engaging with over 120 million households daily. We are recognized as leading providers of incentives, advertising, marketing services, transaction solutions, customer data and cross-channel campaign management, and intelligent media delivery that create millions of customer touch points annually for their clients. For more information, visit http://www.vericast.com or follow Vericast on LinkedIn.

Job Description

The Cards Support Manager I handles ongoing live client support, operational needs and escalated problem resolution for existing Card Services' clients across all product lines as well as works with smaller clients to implement and maintain aspects of a financial institution's ATM Debit and Credit Card fulfillment. This work involves coordinating with suppliers, vendors, and internal resources to meet client and business needs.

KEY DUTIES/RESPONSIBILITIES

• Inbound and Outbound Customer Support: Responsible for managing communications from/to clients, internal support staff, and vendors on common business practices for the cards business. Work to determine appropriate path for resolution. 30%
• Investigation and Resolution: Research and resolve support production and billing issues. Work with internal teams and vendor assets to gather, interpret, and communicate information from different sources, and work to determine root cause and resolution. 25%
• Billing Management: Responsible for managing and completing monthly billing process for Cards Services. Tasks to include: managing/QA incoming supplier billing files, importing file into Cards billing system, running audit, and completing invoices. 20%
• Client Management: Manage ongoing client support projects including, but not limited to, replacement card stock and collateral paper orders. Tasks include handling, proofing approvals, and coordination with outsource vendors and clients from inception to billing. 10%
• Sales Support: Communicate effectively and professionally with sales organization to ensure stability and growth of business. Supports prospecting and selling by Account Executives. 10%
• Process Improvement: Recommends and implements product and process enhancements to increase sales and improve service accuracy and efficiency. 5%

Qualifications

EDUCATION

• Bachelor's degree or 2 years relevant work experience required.

EXPERIENCE

• Financial institution experience desired.

• One year experience in customer service or project/program coordination, regardless of discipline.

KNOWLEDGE/SKILLS/ABILITIES

• Excellent organizational skills and a demonstrated technical aptitude required.

• Developed problem solving skills focused on results with high level of detail. Heavy multi-tasking, probing skills, and excellent follow through required.

COMMUNICATION AND CONTACTS

• Internal

• Account Executives, colleagues, managers, and directors

• External

• Vendor contacts, FI product and Support staff, and FI decision makers (C-level executives)

Additional Information

Salary: $58,000-$68,000

Position is eligible for an annual bonus incentive program.

The ultimate compensation offered for the position will depend upon several factors such as skill level, cost of living, experience, and responsibilities.

Vericast offers a generous total rewards benefits package that includes medical, dental and vision coverage, 401K with company match and generous PTO allowance. A wide variety of additional benefits like life insurance, employee assistance and pet insurance are also available, not to mention smart and friendly coworkers!

At Vericast, we don't just accept differences - we celebrate them, we support them, and we thrive on them for the benefit of our employees, our clients, and our community. As an Equal Opportunity employer, Vericast considers applicants for all positions without regard to race, color, creed, religion, national origin or ancestry, sex, sexual orientation, gender identity, age, disability, genetic information, veteran status, or any other classifications protected by law. Applicants who have disabilities may request that accommodations be made in order to complete the selection process by contacting our Talent Acquisition team at talentacquisition@vericast.com. EEO is the law. To review your rights under Equal Employment Opportunity please visit: www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

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