Operations & Settlements Representative- Bankcards

Bankers' Bank is a fast-growing financial institution with over 1.5 billion in assets committed to assisting community banks with their payment and financial service needs and 40 years of dedication to our community bank partners. In addition to specializing in providing correspondent banking products and services to community banks we also provide bank holding company loans, commercial loans, leasing, secondary mortgage products, cash letter/cash management, investment trading, safekeeping and portfolio accounting, correspondent credit services, international services, bank card products, and risk management solutions. Bankers' Bank has offices in Madison, WI, Des Moines, IA, Chicago, IL, Columbus, OH and Indianapolis, IN.

We are seeking an Operations & Settlement Representative - Bankcards to join our team in our Madison, WI location. The Bankcards department services community banks through customer service that exceeds expectations and solving problems with service issues within card issuing. Assist with customer bank settlements and reconciliation of general ledgers.

POSITION FUNCTIONS

Customer Service

• Answer phone calls and respond to email and mail correspondence, managing a large volume of incoming and outgoing requests.
• Greet customers warmly and ensure each interaction is handled courteously and professionally.
• Log customer interactions in appropriate recordkeeping systems.
• Complete necessary requests, provide consistent follow-up, and accurately enter information into appropriate recordkeeping systems.
• Proactively discuss customer needs in order to fulfill requests accurately on a timely and consistent basis.
• Build, maintain, and expand customer and team relationships.
• Proposition recommended strategies in an amicable way and properly documentation of discussions.
• Virtual and/or onsite visits for implementation, training, etc.

Project Work

• Complete assigned project(s) work including regular status updates
• Support system or process enhancements by providing subject-matter expertise during testing, documentation, and training efforts
• Identify and implement process improvements within credit operations to enhance efficiency, accuracy, and customer experience.
• Support system or process enhancements by providing subject‑matter expertise during testing, documentation, and training efforts..

Balancing & Settlement

• Perform daily, monthly and quarterly customer bank settlements.
• Reconcile general ledgers.
• Assisting customers with balancing questions or issues.

Ideal candidates will possess 1 -3 years of experience in customer service (via phone preferred) which may serve as a substitute for card product knowledge and proficient in computer skills and applications (Microsoft Office Suite, etc.). High school diploma or general equivalency diploma required. Associate degree in business-related field (accounting, administrative support, etc.) and one or more years of experience in card processing, preferred.