Card Services Support Specialist - Onsite, Columbus

Job Title

Responds to email and telephone inquiries from call center personnel, a wide variety of bank representatives, and bank customers (email only) regarding credit, debit, and prepaid card products and services and related terms and conditions. Processes transactions while adhering to service quality standards offering appropriate solution options in an efficient manner and within established timeframes.

Job Duties and Responsibilities

• Serves as a subject-matter expert and point of contact for call center personnel, bank representatives, and bank customers regarding credit, debit, and prepaid card products and services and associated terms and conditions.
• Uploads commercial and small business applications to the Automated Credit Evaluation (ACE) system for credit approval. Reviews pended applications and determines further action, which may include a credit decision; conducting additional research to verify customer information; contacting the customer directly; and/or forwarding the account and required documentation to the commercial lending center for additional review.
• Provides information related to rates, enhancements, special features or promotions. Processes APR retention requests. Waives fees and grants credit line increases for consumer, commercial, debit, and prepaid accounts adhering to established authority limits. Researches and resolves issues related to reward point discrepancies and credit bureau disputes and corrections.
• Processes all incoming mail and image documents for required record retention. Generates and audits system reports. Assists other Card Services staff members as needed. Participates in ongoing training and briefing activities to ensure awareness of changes in products, regulations, and services.
• Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations, and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate company authority in a timely fashion.
• Performs other related duties as required.

The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Synovus is an Equal Opportunity Employer committed to fostering an inclusive work environment.

Minimum Education:

• High school diploma or equivalent.

Minimum Experience:

• One year of customer service or related experience OR an equivalent combination of education and experience.

Required Knowledge, Skills, & Abilities:

• Proficiency using Microsoft Office software applications.

Preferred Knowledge, Skills, & Abilities:

• Knowledge of Synovus consumer, commercial, debit, and prepaid card products and services.
• Knowledge of job-related systems and applications.
• Credit card services industry knowledge and experience