The Debit Card Services Clerk is responsible for providing customer service and administrative support for debit card support operations including account maintenance updates, processing card requests, assisting with issue resolution and error corrections, processing branch rush and preauthorization release request, phone support and assist management with new program implementation support.
Provides customer service support to branch personnel, customers, and customer care, assisting with questions and issue resolution, which include working department email inboxes, phone support and online banking order requests.
Tracking and troubleshooting telephone and online inquiries as well as working with internal departments to facilitate and resolve programming and network issues.
Keys, processes, logs and verifies debit card orders and rush requests; charges card fees to appropriate accounts.
Provide support for business products such as EMV and instant issuance.
Assist management with business continuity testing and evaluation.
Manage and maintain vendor invoice billing for department analytics.
Reviews and processes preauthorization releases, refund requests, closing of negative balance accounts, and fee waiver reversals.
Performs other job related duties or special projects as assigned.
Solid technology and internet searching skills including proficiency with Microsoft Office (Excel, Word, Outlook, SharePoint, Access) and ability to navigate financial software applications.
Ability to work flexible hours; demonstrated good attendance and punctuality.
Excellent organizational and data entry skills, with the ability to multi-task, maintain accuracy, and met deadlines in a fast paced, high volume environment.
Demonstrated ability to maintain composure and convey a positive attitude while interacting with customers and internal team members.
Outstanding listening and communications skills, both written and verbal.
Customer service orientation with effective problem solving abilities and strong analytical skills.
Self-starter possessing the ability to work independently while supporting a team environment. Critical thinker and ability to exercise independent judgment.
Approach problems logically and with good judgment to ensure the appropriate customer outcome
Ability to follow directions and apply proper policies, procedures and guidelines.
Basic accounting knowledge including account reconciliation.
1-3 years call center, customer service or branch operations experience.
Banking or financial industry experience preferred.
Formal Education & Certification
Woodforest is an Equal Opportunity Minority/ Female / Individual with Disabilities/ Protected Veteran and Affirmative Action Employer