The Bankcard Assistant position is responsible for assisting in monitoring the payment process for third party credit and debit card transactions to ensure proper and timely payment to Sterling. This includes Visa, MasterCard, American Express, and Discover. This position coordinates efforts with internal departments including Customer Relations, Credit Customer Service, Sales Audit, Employee Purchases, Loss Prevention, Operations Administration, and Internal Audit in order to successfully resolve difficult customer situations involving bankcards and gift cards while ensuring a "Customer First" approach. This also involves working with card issuing banks on a regular basis. Being able to work with multiple computer applications simultaneously is imperative in resolving customer calls. The Bankcard Assistant must work with and protect confidential customer information. The Bankcard Assistant is responsible for processing inquiries and chargebacks along with the appropriate research for MasterCard/Visa, American Express, and Discover. This position maintains the processing of and reporting for the disposition of all inquiries, store opening procedures, and financial data ( payments, expenses) as related to bankcard transactions. Accuracy is critical in this position because the majority of the tasks include financial information and customer bankcard accounts.
The Bankcard Assistant must possess excellent research, critical thinking, problem solving, and negotiation skills in order to analyze and expedite resolutions for store and customer bankcard situations. This requires excellent verbal and written communication skills, and understanding of Sterling’s POS system for all transaction tender types, knowledge of company Customer Relations and Credit policies and procedures, bankcard and gift card policies and procedures as well as regulations governing third party credit and debit cards and gift cards. Other qualifications required include moderate computer skills ( Excel, Word, and internet), excellent organizational skills, and attention to detail. The candidate should encompass an aptitude for financial calculations, customer service experience, and must be a team player in a fast-paced environment.