Credit Card Customer Service Representative 1

Pay is based on a number of factors including the successful candidate's job-related knowledge and skills, qualifications, and prior experience. Arvest offers a comprehensive suite of benefits, including a full range of health and life, financial, and wellness benefits. For more information about benefits, please visit www.arvest.com/careers/benefits.

Position is based at 225 E Eufaula St. Norman, OK 73069.

Position requires flexibility to work shifts either Monday through Friday 9:00 AM to 6:00 PM or 8:00 AM to 5:00 PM, as well as rotating Saturday shifts 8:00 am to 5:00 pm.

Bilingual in English and Spanish is preferred.

SUMMARY: Under the supervision and guidance of the Arvest Credit Card Customer Service Supervisor (CSS), the Arvest Credit Card Customer Service Representative 1 (CSR 1) answers numerous customer service calls. Incumbent works closely with the Credit Card CSS to assist customers. All calls will be handled in a professional manner while providing the customer with accurate information, quickly and efficiently.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Provide exceptional internal and external customer service in a professional manner which includes answering phone calls promptly, responding in a timely manner and using caller's name.
• Respond to customer service requests using appropriate bank and credit card processor systems.
• Enroll and train cardholders on bank and/or credit card websites to ensure customer ability to maintain credit card account online.
• Process requests from cardholders including customers with credit balances on accounts; balance transfer requests ensuring required documentation and correspondence is completed and posted to account.
• Respond to cardholder correspondence concerning changes in authorized users and/or credit line changes; determine if correspondence conforms to local, state and federal regulations; take appropriate action to gather required documentation and/or complete the request.
• Maintain high level of product knowledge regarding all aspects of consumer card programs including features and benefits, fees and service charges, and disclosure requirements.
• Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties. This includes but is not limited to; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious customer and/or account activity.

TEAM ACCOUNTABILITIES:

• Support and uphold the Arvest Mission Statement.
• Uphold the Arvest Code of Ethics and ensure that confidential information is safeguarded.
• Maintain a high level of cooperation and rapport with all associates in order to ensure accurate and efficient operations and service.
• Formulate and communicate new ideas and suggestions that will improve profitability and efficiency for the company's overall operation.
• Promote professionalism at all times.

Responsibilities:

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

• High school diploma or equivalent required.
• 1 year customer service experience required.
• Previous banking or call center experience preferred.

OTHER SKILLS AND ABILITIES:

• Must be able to arrive at work on time, work on site and have regular work attendance
• Must be able to work cooperatively with other co-workers regardless of personality, presence or communication style
• Must be able to provide cordial customer service regardless of customer personality, presence or communication style
• Must be able to perform several tasks at once
• Must be able to work in a stressful atmosphere
• Must be able to rotate job tasks
• Must be able to occasionally work overtime
• Must be able to greet others cordially
• Must be able to coordinate multiple and changing priorities
• Must be able to verbally communicate with all other associates
• Must be able to operate telephone, scanner, copier and FAX machines
• Must be able to move from department, division, or bank to department, division or bank to attend meetings
• Must be able to operate personal computer keyboard in order to create reports, schedules and other appropriate documentation

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to stand, walk, sit, and to talk and hear. The associate must occasionally reach with hands and arms; stoop, kneel, or crouch.

The associate may occasionally be required to lift or move up to 25 pounds.

Specific vision abilities required by this job include close, distance and color vision and the ability to adjust focus.

The incumbent must be able to travel occasionally by themselves within the US, including overnight, and via automobile and air.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an associate may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with

disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Grade 10

Pay Range: $15.80 - $19.70 per hour