Card Operations Administrator II - Servicing

westernalliancebank; Phoenix (AZ); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Competitive salaries

401k matching program

Medical and dental insurance

Time off

Tuition assistance program

Employee volunteer program

Wellness program

Job summary

Western Alliance Bank is seeking a Card Operations Administrator II - Servicing to manage debit and credit card requests, perform real-time maintenance, and ensure quality across cases. The role involves QA, case updates, and supporting front-line teams to enhance customer service.

Ideal candidates have 2+ years in card operations, solid knowledge of banking products, and experience with CRM tools. A High School diploma is required, Bachelor's degree preferred.

Qualifications

• High School diploma required; Bachelor's degree preferred.
• 2+ years' experience in credit/debit card operations or servicing.
• Knowledge of general banking operations including Debit/Credit Cards.
• Experience with CRM tools (Salesforce, Microsoft 365).
• Experience in data entry and production workflow.

Responsibilities

• Execute debit and credit card requests or inquiries.
• Process real-time maintenance requests from internal channels.
• Complete quality assurance reviews on card cases and ensure quality standards.
• Provide leadership feedback and update cases accordingly.
• Handle incoming calls from front-line servicing teams to support customers.
• Maintain accurate cardholder records in bank systems.
• Meet or exceed SLA expectations for inquiries/requests.
• Index and process daily/weekly/monthly/quarterly reports for card transactions.

Skills

Communication

Education

High School diploma

Bachelor's degree preferred

Tools

Salesforce

Microsoft 365

Job description

Job Title:

Card Operations Administrator II - Servicing

Location:

Block 23

What you’ll do:

• As a Card Operations Administrator, you will be responsible for executing on debit card and credit requests or inquiries.
• You will be processing real-time maintenance requests that come through all our internal channels.
• This would also include completing quality assurance reviews across all debit and credit card cases that have been completed.
• This would include making the corrections needed, providing leadership feedback and updating the case to ensure quality standards have been met.
• You may also be asked to handle incoming calls from our front-line servicing teams to support our customers' real time.
• This role would allow you to grow and expand your knowledge of all debit card and credit card benefits and functions across our card services department.
• This is not all encompassing in responsibilities. Responsible for completing debit and commercial credit card account maintenance and inquiries from internal and external customers.
• Meet or exceed service level agreement expectations with completing inquiries or requests.
• Process quality control requests and provide feedback to management.
• Work assigned indexing of daily, weekly, monthly and quarterly standard reports for all card transactions.
• Maintain accurate and up-to-date cardholder records in the bank's systems.

What you’ll need:

• High School diploma required. Bachelor's Degree Preferred.
• 2+ years of related experience in Credit card or Debit card operations, servicing or support or similar field.
• Entry to Intermediate knowledge of general banking operations, including Debit Card, Commercial Credit Card, Commercial Loans, loan administration, treasury management and/or other commercial banking products and services.
• Entry to Intermediate knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.
• Experience with CRM Tools (ex. Salesforce, Microsoft365, etc.)
• Entry to Intermediate experience in operations, including data entry, working in production environment and working on assigned requests through a workflow tool.
• Entry to Intermediate experience or working knowledge with either debit or credit cards.
• Entry to Intermediate verbal and written communication skills.

Benefits you'll love:

• competitive salaries
• an ownership stake in the company
• medical and dental insurance
• time off
• a great 401k matching program
• tuition assistance program
• an employee volunteer program
• a wellness program
• In addition, you'll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands‑on experience to help grow your career!

About the company:

Western Alliance Bank, Member FDIC, is a wholly owned subsidiary of Western Alliance Bancorporation. Serving clients nationwide, Western Alliance Bank includes six legacy bank brands - Alliance Association Bank, Alliance Bank of Arizona, Bank of Nevada, Bridge Bank, First Independent Bank and Torrey Pines Bank - that remain part of the company's heritage, as well as AmeriHome Mortgage, a Western Alliance Bank Company.

Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email [e-mail] or call 602-386-2488. When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.

© Western Alliance Bancorporation