Cards Support Manager I (Remote)

Job Description
The Cards Support Manager I handles ongoing live client support, operational needs and escalated problem resolution for existing Card Services' clients across all product lines as well as works with smaller clients to implement and maintain aspects of a financial institution's ATM Debit and Credit Card fulfillment. This work involves coordinating with suppliers, vendors, and internal resources to meet client and business needs.
KEY DUTIES/RESPONSIBILITIES
Inbound and Outbound Customer Support:
Responsible for managing communications from/to clients, internal support staff, and vendors on common business practices for the cards business. Work to determine appropriate path for resolution. 30%
Investigation and Resolution:
Research and resolve support production and billing issues. Work with internal teams and vendor assets to gather, interpret, and communicate information from different sources, and work to determine root cause and resolution. 25%
Billing Management:
Responsible for managing and completing monthly billing process for Cards Services. Tasks to include:
managing/QA incoming supplier billing files, importing file into Cards billing system, running audit, and completing invoices. 20%
Client Management:
Manage ongoing client support projects including, but not limited to, replacement card stock and collateral paper orders. Tasks include handling, proofing approvals, and coordination with outsource vendors and clients from inception to billing. 10%
Sales Support:
Communicate effectively and professionally with sales organization to ensure stability and growth of business. Supports prospecting and selling by Account Executives. 10%
Process Improvement:
Recommends and implements product and process enhancements to increase sales and improve service accuracy and efficiency. 5%