About the position
This position is primarily responsible for working across internal departments to assist with a variety of payment products and services, including but not limited to credit cards, debit cards, ATMs, and Instant Issue. As a Card Product Specialist, you will work with Retail, Commercial, and Treasury Management Teams for servicing of Nicolet Bank retail and business credit card products. Duties include new business credit card account onboarding, servicing existing business credit card accounts, including account maintenance, error resolution, and assistance as needed. You will be the escalation point of contact for Frontline, Call Center, and Operations teams for advanced servicing requests and issues. Additionally, you will be responsible for credit card portfolio reporting and assist with training sessions for internal employees related to Credit Cards. You will also work with ATM vendors and branches for ATM installs, upgrades, service issues, and resolution, assist branches with ATM servicing, and create and update training and troubleshooting procedures. For Debit Cards, you will provide reporting & analysis for Debit Card portfolio performance, trends, and opportunities to drive cardholder usage. In terms of Instant Issue, you will provide training to new retail bankers and branches for best practices, maintain current Instant Issue procedures, and create, review, and provide Instant Issue reporting to appropriate teams. You will also assist Project Teams with new product implementations and during Bank acquisitions & conversions. Upholding Nicolet's philosophy and policies by maintaining appropriate controls to ensure full compliance with applicable laws and regulations is essential, as is understanding and communicating the value of diversity within the workplace.
Responsibilities
- Work with Retail, Commercial, and Treasury Management Teams for servicing of Nicolet Bank retail and business credit card products.
- New business credit card account onboarding.
- Servicing existing business credit card accounts, including account maintenance, error resolution, and assistance as needed.
- Act as escalation points of contact for Frontline, Call Center, and Operations teams for advanced servicing requests and issues.
- Responsible for credit card portfolio reporting (ex: Weekly and Monthly Delinquency, Application Disclosure & Notice mailings, Maintenance Report review, and other reporting tasks as needed).
- Assist with training sessions for internal employees related to Credit Cards.
- Work with ATM vendors and branches for ATM installs, upgrades, service issues, and resolution.
- Assist Branches with ATM servicing (including upgrades, service issues, training).
- Create and update training and troubleshooting procedures.
- Provide reporting & analysis for Debit Card portfolio performance, trends, and opportunities to drive cardholder usage.
- Provide training to new retail bankers and branches for best practices regarding Instant Issue.
- Maintain current Instant Issue procedures and communicate changes as needed to Frontline.
- Create, Review, and Provide Instant Issue reporting to appropriate teams.
- Assist Project Teams with new product implementations.
- Assist Project Teams during Bank acquisitions & conversions.
- Uphold Nicolet's philosophy and policies by maintaining appropriate controls to ensure full compliance with applicable laws and regulations.
Requirements
- High School Diploma or equivalent.
- Preferred Associate's or Bachelor's degree in Business Administration, Finance, Accounting, or related field.
- 1-3+ years of retail banking experience.
- Solid judgment and decision-making skills.
- Creativity and comfortability presenting in public.
- Experience with Microsoft Office.
- Willing and able to learn new programs and software.
Benefits
- Medical, Dental, Vision, & Life Insurance
- 401(k) with a company match
- PTO & 11 1/2 Paid Holidays
