Experienced Bank Customer Service Representative (Payments) – Community Bank Support and Portfolio Management

At careerzynith, we are dedicated to empowering community banks to thrive in a rapidly changing financial landscape. As a leading advocacy organization, we are committed to fostering an environment where community banks can flourish, innovate, and grow. Our team is passionate about serving the nation's community banks, and we are seeking an experienced Bank Customer Service Representative to join our mission.

• *About careerzynith**

careerzynith is the nation's voice for community banks, and we are consistently ranked as a top advocacy organization in Washington, DC. Our organization values innovation, diversity, entrepreneurial spirits, and people who are passionate about serving our nation's community banks. We offer our team competitive benefits, compensation, and work-life balance, making us an attractive employer for those who share our vision.

• *Job Summary**

We are seeking an experienced Bank Customer Service Representative to support our mission to create and promote an environment where community banks flourish. The successful candidate will be responsible for managing client bank service tickets, maintaining department service level standards, and providing exceptional customer service to our community bank clients. This role requires strong communication and problem-solving skills, as well as the ability to work independently and as part of a team.

• *Key Responsibilities**

As a Bank Customer Service Representative, you will be responsible for:

• Managing client bank service tickets, incoming phone, and email requests
• Managing internal staff and business partners inquiries
• Maintaining department service level standards
• Setting up client product profiles using vendor portals (GUI)
• Training client banks to use payment product portals
• Reviewing reports for fraud prevention, profitability, and routine maintenance
• Opening new credit card accounts, managing accounts, and providing client bank support
• Initiating call and email outreach to support department initiatives, client training, and engagement activity
• Proactively updating the CRM database with all client communication
• Performing administrative department operations
• Referencing sales opportunities for products and services and careerzynith membership
• Contacting client satisfaction survey respondents
• Proactively reviewing internal communications, network, and vendor partner industry announcements
• Attending webinars to stay current with evolving technology, products, and operations
• Completing support tasks identified through Relationship Manager bank visits and consultations
• Hosting webinars for client training
• Utilizing analysis tools to monitor client portfolio activity for trends and product needs
• Aiding in the development of department efficiency tools and processes
• Identifying client service dissatisfaction and aiding in retention strategies
• Proactively seeking resources and opportunities to support personal growth and development in payments industry knowledge
• Exhibiting sound judgment to proactively request assistance to successfully navigate solutions

• *Qualifications**

To be successful in this role, you will need:

• A Bachelor's degree preferred
• 2+ years of credit card processing or related experience in a financial institution
• Payment products knowledge preferred
• Knowledge of payment networks (Visa/Mastercard) products and transaction processing
• Prior experience in a payments industry customer contact environment with direct customer servicing required
• Proficient with Microsoft Office suite; CRM database, OneDrive, and shared files experience required
• Ability to effectively communicate via Zoom and Teams for video conferencing
• Strong, initiative-taking work ethic
• Enthusiasm about providing excellent service to community bank customers
• Excellent written and verbal communication skills
• Ability to proactively review training resources and be proficient managing the position duties
• Ability to multitask, prioritize, and meet performance expectations
• Ability to manage proactive follow-up to resolution
• Ability to manage routine and client check-ins
• Aptitude for handling challenging client situations
• Ability to collaborate within a team and work independently
• Willingness to make decisions and exhibit sound judgment

• *Compensation and Benefits**

The target annual salary range for this role is currently $60,000 to $65,000 based on a regular, full-time schedule. The amount of compensation offered will be determined by several factors, including but not limited to experience, qualifications, market data, and internal equity. Total compensation includes a comprehensive healthcare benefits package (medical, dental, and vision), 401k plan company match contribution, and an annual performance bonus.

• *Equal Employment Opportunity**

careerzynith is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. We do not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.

• *How to Apply**

If you are a motivated and customer-focused individual with a passion for serving community banks, we encourage you to apply for this exciting opportunity. Please submit your resume, cover letter, and writing sample (briefly highlighting your experience with a customer, preferably on a credit or debit card product) to our online application portal.

• *Join our team at careerzynith and be part of a dynamic organization that is shaping the future of community banking!**

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Why Join careerzynith?

At careerzynith, we offer a dynamic and supportive work environment that fosters growth, innovation, and collaboration. Our team is passionate about serving community banks, and we are committed to providing our employees with the tools, resources, and opportunities they need to succeed.

Our Culture

• Collaborative and inclusive work environment


• Opportunities for professional growth and development


• Recognition and rewards for outstanding performance


• Comprehensive benefits package, including health insurance, 401k plan, and annual performance bonus


• Flexible work arrangements and work-life balance

Our Benefits

• Comprehensive healthcare benefits package (medical, dental, and vision)


• 401k plan company match contribution


• Annual performance bonus


• Flexible work arrangements and work-life balance


• Professional development opportunities and training

Our Team

Our team is comprised of experienced professionals who are passionate about serving community banks. We are committed to fostering a culture of innovation, collaboration, and excellence, and we are seeking like-minded individuals to join our team.

How to Apply

If you are a motivated and customer-focused individual with a passion for serving community banks, we encourage you to apply for this exciting opportunity. Please submit your resume, cover letter, and writing sample (briefly highlighting your experience with a customer, preferably on a credit or debit card product) to our online application portal.

Don't miss this opportunity to join a dynamic organization that is shaping the future of community banking! Apply now to become a part of our team at careerzynith.

Apply for this job