Representative I, Customer Support (RL)

About the role

Merrick Bank: The bank that builds CardWorks Servicing: One partner, total performance Carson Smithfield: Resolution with respect With nearly 40 years of operating history, our track record is solid: disciplined in downturns and built to accelerate in recovery. The CardWorks Financial Group companies take precise approach in complex markets, as a top three non-prime focused general purpose card issuer and a top fifteen U.S. merchant acquirer. Our team tackles the industry's most complex credit and payment challenges. And we believe that excellent work starts with a team that feels supported, respected, and empowered to grow. CardWorks Servicing, LLC provides end-to end operational servicing functions for credit cards, secured cards, and installment loans. We service consumer and small business loans across the credit spectrum and offers backup servicing and due diligence services to capital providers and trustees. Founded in 1997, Merrick Bank is an FDIC®-insured financial institution headquartered in South Jordan, Utah, with over $10 billion in assets. A wholly owned subsidiary of CardWorks Financial Group, Merrick Bank serves roughly five million cardmembers and more than 100,000 merchant customers, offering credit cards, recreational loans, deposit accounts, merchant services and bank sponsorships to consumers and businesses. Carson Smithfield, LLC provides a variety of post-charge-off debt recovery services, including digital self-service, IVR, live agent, and external agency management. The Customer Support Representative I is the welcoming face...or voice, of the Recreation Lending Team; responsible for processing in-bound customer calls. In this role, the Representative I will provide support to our Recreation Lending Department customers, addressing concerns and questions related to payments, payoffs and other related inquiries for accounts that are 16 days or less, past due. The customer interaction will be via phone, email and so forth. The Representative I is responsible for answering and following up with the Customer Support email inbox and in supporting the Recreation Lending Department with a variety of other tasks. The Representative I will assist customers and helps them enjoy recreational experiences by supporting the customers in providing service related to their Merrick Bank recreational loan. This is done while complying with all Bank related policies and procedures as well as with state and federal collection laws and regulations. Essential Functions by Level: - The key and central focus to this position is to assist customers via the phone, in receiving ACH information in order to post payments to the customers' account, setting customer up with Auto ACH payments, and other online support for accounts that are under 16 days past due. - Provides consumers and dealers with information related to payoff quotes, in accordance with the Bank's policies and procedures. - Sort through the returned mail and determine how it is to be addressed; i.e., do things require updating, calls to be made to customers/vendors, etc... - Scan documents and send/email to appropriate team members (including other business units). - Upon request, print out forms and deliver to appropriate people (i.e. Auto ACH Forms, Deferral forms, Values, etc.). - Responsible for receiving and handling of Recreation Lending inbound calls from customers, recreation collateral dealers, financial institutions, etc... - Consistently meets expected (I)/above expected (II)/exceptional (Sr.) parameters of AHT and calls taken per day/week/month. - Supports level II and Sr. Inbound Representatives and other individuals as assigned by leadership. - Can be relied upon under most circumstances when Team Leader is not available, to assist in completing any process. - Fulfills other tasks and functions as assigned by leadership. - Maintains positive relationships across the department and with other teams. (Added to be in line with other functions/levels). Compliance with Laws & Regulations: - Responsible for complying with all of the Bank's internal control policies and procedures. - Responsible for understanding and complying with all laws and regulations to which the Bank is subject. - Responsible for communicating problems in operations, noncompliance with the code of conduct, noncompliance with laws and regulations, policy violations, or illegal acts. Ed