CardWorks Servicing ("CWS") is one of the largest privately-held provider of outsourcing services for bankcard-related products to banks and non-bank lenders in North America. CWS offers management expertise across the credit spectrum and supports both MasterCard and Visa accounts as well as a variety of private label debit, credit, stored value, and customer bankcards.

Position Summary:
A Coordinator is responsible for performing an extensive end-to-end examination of a complaint or inquiry from a credit card or loan customer. This individual possesses the ability to deliver satisfactory or unsatisfactory complaint outcomes in a professional manner. The coordinator must be comfortable with meeting qualitative and quantitative metrics expectations. This position is responsible for ensuring timeliness through managing the complaint journey, gathers both VOC and VOP feedback, finds solutions of problems, alerts management appropriately and aligns to the company’s policy and procedures while maintaining compliance to both internal and external controls.

Essential Functions:

• Handles customer complaints in support of the CARES Business Unit.
• Responsible for the outcome of customer issues through the follow-up, of and escalation of open requests and escalate issues when necessary
• Develops and implements initiatives to improve customer services
• Analyzes and summarizes customer issues in order to prepare appropriate solutions/clarifications to respond to customers
• Analyzes data to identify trends, potential opportunities and risks
• Develops tools and processes to increase customer satisfaction
• Focuses on Compliance and Quality Servicing
• Monitors associate phone calls and recordings for quality purposes for compliance and accuracy
• Performs follow-up call back functions as needed
• Handles supervisor-level account issues, as needed
• Handles associate level calls, as needed, to assist with call volume
• Assists with the handling of management level work queues & reports, as needed
• Works closely with and provides details to management on associate development and performance concerns
• Meets established unit standards for quantity, quality and monitoring
• Monitors monthly statistics and meeting personal and unit goals
• Performs other related duties as assigned

Education and Experience:

• High School Diploma or its equivalent required
• Two (2) years of related banking, credit, customer service or collections experience preferred
• Complaint Resolution experience is desirable

Summary of Qualifications:

• Keyboarding proficiency
• Familiarity with Windows based computer applications
• Skilled in negotiating, including the ability to persuade and modify opinions to reach goals
• Analytical and decision making skills are vital to success
• Ability to change applications and support business objectives
• Ability to work under pressure; flexibility and willingness to work at a rapid pace
• Possess effective and efficient ability to clearly communicate both verbally and in written correspondence to different levels within the organization and within the external client groups with good command of the English language
• Ability to multi-task is essential
• Excellent interpersonal skills required
• Able to calmly interact with cardholders regardless of the stress level of issue

If this position is based in our Woodbury, Long Island office or Virtual, please note that ALL the work for this position must be performed outside of the five Boroughs of New York City.

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 law which includes (but may not be limited to) a review of factors including the applicant’s personal credit history, drug testing, and employment/personal references.


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