Representative I, Customer Support (RL)

Customer Support Representative I

Join our team - and take the next step in achieving a fulfilling career!

At CardWorks, we aim to help people connect with possibility and opportunity using our financial servicing expertise. Building meaningful, long-term relationships with consumers, our employees, and our clients is what matters most.

CardWorks, Inc. is a diversified consumer finance service provider and parent company of CardWorks Servicing, LLC, Merrick Bank and Carson Smithfield, LLC.

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.

Merrick Bank is an FDIC-insured Utah Industrial Loan Bank. Merrick operates three main business lines: credit cards, recreational lending, and merchant services.

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 faceor 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.

Education and Experience:

High School Diploma or equivalent experience required.

One (1) year experience in Customer Support field is preferred.

Summary of Qualifications:

Professional demeanor and highly organized.

Experience and demonstrated skill with Microsoft Office Suite (Word, Excel, etc), e-mail, and database software. Is trainable on work related software to meet specific job requirements.

Able to be flexible, adaptable and with a willingness to work in an ever changing environment.

Working knowledge of Customer Support in a sub-prime financial environment is preferred, but not required.

Knowledge of federal and state collection, banking, lending and bankruptcy laws and regulations for the non-prime credit segment is preferred.

Ability to solve practical problems and deal with a variety of concrete variables.

Communicates effectively both orally and in writing, including negotiation skills; presents ideas in a clear, concise, understandable, and organized manner.

Effective planning, organization, time management, and problem solving skills. High level of accountability for work with limited supervision.

High degree of accuracy and trust are required.

Completes all Essential Functions with a professional demeanor.

Willingness and ability to engage in continuing education in support of the business.

Consistent demonstration of the company's C.R.I.T.I.C.A.L. values

Our Employee Value Proposition:

• Competitive Pay, including a Bonus Target or Variable Pay Incentive Program
• Benefits Package - Medical, Dental, and Vision (plus much more)
• 401(k) Plan with Company Match
• Short- & Long-Term Disability
• Wellness Programs
• Group Life and AD&D Insurance
• Paid Vacation, Sick Days and bank Holidays
• Employee Engagement Activities including Employee Appreciation Day, DEI Employee Resource Groups, Corporate Social Responsibility, Service Recognition

We offer a total rewards package comprised of a competitive base rate of pay, variable pay incentive programs based on the role, and a comprehensive benefit suite. Offered rates of pay are determined based on job-related knowledge, relevant experience, skills, certifications, and geographic location.

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 laws.