Job description

CardWorks Servicing ("CWS") is one of the largest privately-held provider of outsourcing services for bankcard-related products to banks and non-bank lenders in North America. CWS offers management expertise across the credit spectrum and supports both MasterCard and Visa accounts as well as a variety of private label debit, credit, stored value, and customer bankcards.

The CARES Engagement Coordinator role is a diverse skill set for managing verbal concerns from our customers received through various channels (phone, social media, email). We help support our internal departments by leveraging resources dedicated to providing customers with a dedicated approach. Facilitate the resolution of consumer credit card and loan complaints and identify customer experience trends.

Essential Functions:

• Handles customer complaints in support of the various CardWorks phone business units and through social media posts sent from the Social Media Marketing team
• Performs analyzation, action, and response to customer concerns
• Answers telephone calls and interacts with customers to address and resolve various customer concerns
• Takes ownership of all customer concerns and is responsible for the outcome of customer issues through the follow-up, of and escalation of open requests and escalate issues when necessary
• Develops and implements initiatives to improve customer services
• Analyzes and summarizes customer issues in order to prepare appropriate solutions/clarifications to respond to customers
• Analyzes data to identify trends, potential opportunities and risks
• Develops tools and processes to increase customer satisfaction
• Monitors associate phone calls and recordings that require further investigation and a deeper review for quality, compliance and accuracy
• Performs follow-up call back functions which includes following up with a customer, client, BU or manager on a specific case as needed
• Maintains knowledge of current policy and procedure changes and updates
• Performs other related duties as assigned by supervisor

Education and Experience:

• High School Diploma or its equivalent education required
• One (1) year of related banking, credit, customer service, collections, and Security experience is required with two (2) years being preferred
• Complaint Resolution experience is desirable
• Familiarity or experience as a social media specialist is desirable

Summary of Qualifications:

• Keyboarding proficiency
• Familiarity with Windows based computer applications
• Skilled in negotiating, including the ability to persuade and modify opinions to reach goals
• Analytical and decision-making skills are vital to success
• Interpersonal Communication; able to calmly interact with cardholders regardless of the stress level of issue
• Responsible to Meet established unit standards for quantity, quality and monitoring
• Possesses a strong focus on compliance and quality servicing
• Ability to change applications and support business objectives
• Ability to work under pressure; flexibility and willingness to work at a rapid pace
• Ability to understand and carry out oral and written instructions
• Strong written and oral communication skills
• Ability to compose simple correspondence
• Ability to communicate with others and to assimilate and understand information, in a manner consistent with essential job functions
• Ability to multi-task is essential
• Clear speaking voice: ability to communicate clearly and effectively
• Skills in expressing ideas and information clearly, concisely and accurately, both orally and in writing
• Good command of the English language
• Excellent interpersonal skills required
• Able to work independently

Work Environment/Physical Demands:

• Work is in an office environment, sustained posture in a seated position for prolonged periods of time; works with computer equipment for prolonged periods of time
• Some stress may occur
• Travel is generally not required
• This position typically reports to a Team Leader, Manager or Director and supervises no one

Employee Acknowledgement:
The above statements reflect the general information considered necessary to describe the principal functions of the job and should not be considered as a detailed description of all work requirements that may be inherent to the position. In addition, I may be called upon to personally handle projects or assignments not usually related to the position’s day-to-day activities. I am responsible for understanding and complying with laws and regulations that are applicable to my job function. I am responsible for understanding and complying with company policies and procedures that are applicable to my job function.

If this position is based in our Woodbury, Long Island office or Virtual, please note that ALL the work for this position must be performed outside of the five Boroughs of New York City.

We are an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic. We will conduct a thorough background check for all hires in compliance with applicable law which includes (but may not be limited to) a review of factors including the applicant’s personal credit history, drug testing, and employment/personal references.

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