At Emprise Bank, everything we do is focused on empowering people to thrive. We proudly work to provide an extraordinary customer experience to help our customers achieve their goals.

We are currently seeking a Card Expert II to join our Customer Experience team in Wichita, KS. As a Card Expert II, you will have the opportunity to provide administrative support, technical and professional work for our core bank function. This position is responsible for customer experience, card support functions, product promotion, and leadership.

A successful candidate will have:

• Exemplary customer service experience
• Confident and articulate communications skills
• Initiative and strong work ethic
• Problem resolution skills
• Strong attention to detail
• An understanding of and commitment to our values
• Attitude and aptitude to engage in continuous development

Essential functions of the role:

Customer Experience

• Engage in a customer experience that is relevant across all touchpoints and communication methods
• Present enterprising digital resolutions to customer inquiries based on customer behavior
• Partner and develop effective relationship with customers, partners, and teammates
• Handles and responds to escalated customer inquiries and deliver a resolution that mitigates customer and bank risk
• Professionally provide one call resolution by assisting customers and potential customers

Card Support Functions

• Serves as a subject matter expert for bank products and services including explaining product features and benefits
• Responds to customer requests including routine to complex card inquiries, card maintenance, support for card products
• Uses knowledge and tools to make an educated, on the spot decision and follow up with appropriate parties
• Responsible for making customer card decisions, mitigating customer and bank risk
• Leads by example in and monitors all card support communication channels to meet customer experience expectations
• Champion and utilize technology platforms to find innovative solutions

Product Promotion

• Lead by example in the promotion of products and services across all channel deliveries and encourages team performance to goals
• Demonstrates a commitment to the Emprise sales philosophy
• Leverage referrals and partnerships across the bank to fulfill identified financial opportunities
• Participate and lead ongoing education and training of products, services, and digital capabilities
• Ensures reporting and communication are frequent and cross-functional

Leadership

• Leads by example including peer to peer coaching in delivering customer experience and call quality
• Serve as a leader for Card Expert team through decision making
• Participate as a subject matter expert in bank projects and on cross-functional teams

• Embrace values and promote their adoption with everyday interactions
• Other duties as assigned within the scope and responsibility of the job

Requirements

• High school diploma or equivalent required
• 2+ years of customer service experience required
• Successfully pass a credit check required
• 1+ years of bank experience preferred
• Previous sales experience preferred
• Proficiency with large server based applications and Microsoft Office products preferred

Hours:

40 hours – any shift during that time

Monday – Friday: 7:30 AM – 8:05 PM (hours will vary)

Saturday: 8:30 AM – 2:00 PM (Rotating)

Benefits

In addition to a competitive salary and benefits, Emprise offers professional growth, a rewarding and challenging environment, opportunities to be involved in our communities, and a culture of integrity, passion, and success. We also offer shift differential pay for bilingual candidates!

At Emprise Bank, empowering people to thrive means having an all-inclusive culture that honors our commitment to all dimensions of diversity in our workforce and embraces inclusion of all people. People of color, women, LGBTQIA+, veterans, and persons with disabilities are encouraged to apply.

To learn more, please visit our website at www.emprisebank.com.

Emprise Bank is an EEO/AA/ADA/Veteran Employer/Member FDIC/Drug Free Workplace.