Job description

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:
As a Process Improvement Specialist, you will support the Dispute Business Unit (BU) on new case management, self-service and process automation initiatives. This position assists with the identification and implementation of process changes in order to support all project teams and stakeholders to ensure high probability of successful project delivery. You will work independently and as a member of cross-functional teams. You will own documenting and presenting current and future state workflows.
This position can be performed out of any of our offices and would be a hybrid schedule of in office and at home.

Essential Functions:

• Primarily assists in migrating clients into our new case management system by documenting current and future state workflows, identifying opportunities to leverage best practices to increase efficiencies, scalability and cardholder experience.
• Supports Department leads with identifying processes that will be impacted by the new case management system and taking the lead to document and communicate the impacts and changes.
• Supports high impact self-service options to cardholders that support intake and or claim maintenance within the Disputes BU by documenting current state self-serve capabilities, identify industry best practices, and make recommendations for creating and implementing self-service options. This role will assume the lead on this initiative, but will work in conjunction with cross functional teams to execute: such as Digital Product Management, Department Leads, PI Director, Operational Controls for example.
• Assists the Dispute BU Process Improvement Director with the development, implementation, and maintenance of project management policies, standards and procedures
• Prioritizes, executes and delivers projects related to automation and self-service and onboarding clients onto a new case management system within the Disputes BU
• Supports initiatives to ensure all BU processes are mapped focusing on customer experience, regulatory compliance and inventory management
• Communicates opportunities identified in the customer journey to Dispute BU leadership.
• Proactively identifies issues concerning technical limitations and key product requirements
• Develops, documents, communicates, maintains, and reinforces an effective control system and policies and procedures within area of oversight
• Works with cross functional resources such as digital product management, external vendors, Operational Controls and project manager to ensure optimal deliveries.
• Works with process improvement Director to support the management, implementation, and reporting of multiple projects: develops timelines, provides updates, leads meetings, and anticipates/identifies potential obstacles
• Provides transparent frequent updates to manage reasonable expectations of the enterprise and to keep stakeholders informed of the progress of each project
• Provides training and development opportunities and serves in a mentoring role for the team
• Performs other duties as assigned

Education and Experience:

• Bachelor’s degree in Computer Science, Engineering, Finance, Business Administration or other related major required
• Four (4) years’ experience with process improvement activities, preferably with a financial services organization
• Two (2) years of experience in the financial services industry with Credit/ Debit Card experience

Summary of Qualifications:

• Ability to prioritize, execute, and deliver projects within multiple areas of the company
• Strong banking and credit/ debit card knowledge. Knowledge of Disputes, Visa, MasterCard and Chargeback process is beneficial
• Proficient use of PC software and willingness to learn new programs (Word, Excel, PowerPoint, Project, Visio, etc.)
• Effective use of Visio to document process flows and cardholder experience points
• Ability to work under pressure; flexibility and willingness to work at a rapid pace and easily adapt to new opportunities and challenges
• Excellent written and verbal communication skills needed
• Must be poised and professional
• Ability to communicate with internal and external partners and to assimilate and understand information in a manner consistent with essential job functions
• Effective planning, organizational, follow-up and problem-solving skills needed
• Willingness to handle a variety of assignments, work at a rapid pace and unpredictable hours when necessary
• Ability to multi-task is essential
• Ability to interact with multiple departments, locations, and companies within the CardWorks’ organization, and with clients and third party vendors, providing frequent updates to ensure accurate information flow

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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