Career Opportunities

The Bancorp Bank, an equal opportunity employer, offers great opportunities for candidates interested in banking, finance, marketing and technology. Whether you're working in our headquarters in Wilmington, Del., our downtown Philadelphia office, Sioux Falls or one of our other sites, you'll find a dynamic team environment of highly motivated individuals dedicated to the growth and success of The Bancorp Bank. If you are interested in joining our team, please email us at recruiter@thebancorp.com.

Current Openings:

Part-Time Customer Service Representative - Wilmington, DE
Vault / Document Custodian - Wilmington, DE
Technical Business Analyst - Wilmington, DE
Customer Service Education Specialist I - Wilmington, DE
Third Party Risk Analyst - Sioux Falls, SD
Front Desk Administrative Assistant - Orlando, FL
Fraud and Compliance Investigator - Wilmington, DE
Card Operations Analyst - Sioux Falls, SD
Quality Assurance Supervisor - Sioux Falls, SD

 

Part-Time Customer Service Representative
Location: Wilmington, DE

Position Summary:
To provide excellent customer service to The Bancorp Bank's and it's Affinity Partners' customer base via the handling of all inbound and outbound customer calls. The calls will be handled and responded to in an efficient and courteous manner in order to promote The Bancorp Bank and its Affinity Partners to our customer base and targeting achievement of defined corporate vision statement. The CSR will seek to expand and develop customer relationships through utilization of needs recognition, satisfaction skills, and professionalism.

Responsibilities:

• Handle inbound and outbound customer contacts and email correspondence in a calm, professional and courteous manner, promoting The Bancorp's and its Affinity Partners' public image through analyzing customer problems, developing recommendations and successfully communicating them to the customer. Complete all associated forms in order to research and resolve customer problems, following up in a timely manner.
• Demonstrate initiative in handling difficult customer calls. Make sound decisions within authority limit and escalate to supervisor as appropriate.
• Successfully handle customer inquiries received through the assigned Internet mailboxes, analyzing customer problems, and developing resolutions. Complete all associated forms in order to research and resolve customer problems, and handle all account maintenance as requested by customers through Account Maintenance Forms.
• Effectively communicate resolution of Internet customer inquiries in the form of timely, accurate email responses while encouraging continued use of our website.
• Keep abreast of new and existing asset, liability products, services, policies and procedures in order to perform the job efficiently, professionally and in accordance with The Bancorp Bank and regulatory practices.
• Promote the use of our Voice Response System and Internet Banking features by providing guidance and assisting the customer in its use.
• Assist customers in resolving issues with logging into the website by asking probing questions to determine nature of online difficulties. Provide guidance based on customer description of problems by providing either browser setting instructions or providing CSR III or CS Supervisor with necessary information to reset password.
• Handle check stop payment inquiries and documentation according to The Bancorp Bank's procedures.
• Complete credit card funding and E-Moneymover services and research using the EMM database according to procedure.
• Complete various account research for REG Es, ACH transactions, Wire Transfers and various account funding methods by working with the appropriate Bancorp Bank's departments in a professional manner and in accordance with Customer Service procedures in order to research and resolve customer problems originating via inbound telephone calls and through the assigned e-mailboxes.
• Perform updates and customer maintenance, returned mail processing, and outgoing mail in accordance with department procedure.
• Develop and strengthen customer account relationships through needs analysis recognition and the subsequent satisfaction of those needs with the delivery of Value Added Services.
• Operate PC in a Windows environment utilizing all hardware and software systems for purposes of obtaining account information, form generation, communication, customer letters, customer emails, and call coding.
• Make use of Banker's Insight, DataStore, Intracheck, The Bancorp's Intranet, Management Console and AFS systems in performance of customer research, account inquiries, generating statement and check copies, review of customer signature cards, credit card funding, new account orders, and other available documents as needed for research in handling customer problems.
• Place check orders with Deluxe. Sort and send all check orders returned due to foreign address.
• Forward ATM and debit card Hot Card requests to the CSRIII or CS Supervisor (until empowered) and follow procedure to initiate new card mailing. Perform ATM and debit/check card research through the Cardbase Management System located on the Internet for customer inquires and directs REG E inquiries to the appropriate Bancorp Bank department.
• File CS forms and assist in any other projects / activities as assigned to achieve the established performance standards.

Background, Skills and Experience:

• The Customer Service Representative must possess good telephone etiquette, and knowledge of financial products and services. He/She must be customer service focused, even-tempered, self-motivated and creative in seeking solutions to customer service problems. Ability to juggle multiple priorities is desired.
• Good communication skills, both oral and written are required.
• High school degree or equivalent and previous Banking / Call Center experience is preferred.
• PC skills to include use of the Internet, Microsoft Word, and Microsoft Outlook.

Vault/Document Custodian
Location: Wilmington, DE

Position Summary:

This position has as its major responsibility the organization and content of the loan files and general administrative support to the Loan Operations Department. This includes scanning and filing documents received for loan files, controlling the file movement in and out of the vault and assisting co-workers with priority tasks, as requested. In addition, this position will assist with the review of insurance coverage for all loan collateral, as directed.

Essential Duties and Responsibilities:

• Identify and scan incoming loan documents
• Pull files for audits and examinations; track files during this process; return all files upon completion

Essential Requirements for Education and/or Experience:

• Ability to use Excel and Word
• General knowledge of loan documents, including notes, mortgages, title policies, insurance policies, UCC forms, title searches.
• General knowledge of loan documentation – training can be provided
• High School Degree plus general office experience required; some college coursework preferred
• Ongoing education in loan documentation and regulations will be required

Specialized Knowledge/Beneficial Skills and Experience:

• Insurance Office, Title Company or loan documentation/servicing background preferred.
• Obtain files in response to requests for documents from loan officers and other employees; scan requested documents and return files to vault
• Copies documents required for subpoenas and other legal request, as instructed
• Prepare files to be archived, as directed
• Comply with Document Retention Schedule for all loan documents and files
• Provide general administrative support to Loan Operations Department
• Assist with the review and scanning of insurance documents and correspondence received; follow-up with customer, agents and loan officers to ascertain that required coverage is in force, as directed

Working Conditions/Physical Demands

• Normal working office environment
• Some heavy lifting and climbing of a stair ladder is required
  

Technical Business Analyst
Location: Wilmington, DE

Position Summary:
Is responsible for day-to-day operation of the IT/IS systems, customer records and vendor management for the bank’s Merchant Payment Division.  Is responsible for the processing and creation of Daily, Monthly and Quarterly reporting for management.  Functions as primary point on IT related technical issues and daily transaction processing.  Manages day-today relationships with processing service providers, technology vendors and network infrastructure suppliers.  Represents Merchant Payment Division inside bank in matters regarding IT/IS infrastructure.  

Essential Duties and Responsibilities:

• Consolidate Monthly Processor Reporting Files for reporting by importing and merging various files received from processors and other vendors.
• Generate Daily/Monthly/Quarterly reports for Credit Card and ACH.
• Manage day-to-day relationship with processors and other vendors.
• Support integration of new products (training), updates and compliance issues from processors and other vendors.
• Assist as needed with account setup and equipment deployment.
• Review setup of new merchants or termination of existing merchants.
• Cross train in all areas of department and maintain familiarity of all processes that are used.

Essential Requirements for Education and/or Experience:

• Extensive experience in using MS Outlook and MS Office, particularly Excel (Pivot Tables, Formulas) and Access (Import/Export, Queries).
• 1+ years of familiarity with card and ACH processing systems is preferred.
• 1+ years of IT experience or familiarity is preferred.
• Problem solving capabilities within banking environment.
• Ability to interact and communicate successfully across all levels of management.

Specialized Knowledge/Beneficial Skills and Experience

• Operational and Technical Knowledge of POS equipment and software.
• Knowledge of Data Encryption and PIN/Key Management beneficial, but not required.
• Proven analytical skills.
• Team player attitude.

Working Conditions/Physical Demands

Normal working office environment.

Customer Service Education Specialist I
Location: Wilmington, DE

Position Summary:
Responsible for helping deliver and design the Customer Service training curriculum for Customer Service, including classroom lectures, online courses, self-study sessions and remote training. Delivers New Employee and Employee Development training programs to improve employee knowledge and works with CS Management and the Quality Monitoring Specialist to help assess the developmental needs of individual staff members through classroom and on-the-job observation. Works in conjunction with the Education Manager, staff and management to help formulate appropriate plans for additional training and coaching to ensure the success of each employee. Monitors and reports the effectiveness of training on employees during the orientation period and for career development. May be involved in initial plan design and existing plan enhancements. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Familiar with a variety of Bancorp’s concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of tasks. Leads and directs the work of others. 

Essential Duties and Responsibilities:

• Helps maintain and update the New Hire training program for the Customer Service Division of The Bancorp Bank to assure the timely education and job readiness of all new employees.
• With guidance may develop training programs and associated documentation to facilitate ongoing training within the Customer Service department and for The Bancorp Bank as needed for all products, services, and applications that impact the Customer Service department.
• Facilitate classroom courses, with the ability to implement feedback on performance when observed by Education Manager.
• Can link concepts, learning methods and discussions with relevant business situations to maximize learning.
• Generally can recognize when training is an appropriate solution to a performance problem.
• Attends training workshops and seminars to improve training skills.
• Accountable for learning new products, services, and programs and customizing or producing training materials in accordance with the needs of the department.
• Through performance analytics determine effectiveness of training programs and may recommend modifications to programs accordingly.
• Can prepare measurement instruments with some assistance.
• Regularly screens incoming and outgoing calls for new CS staff members with customer contact to ensure that customers are being handled in accordance with policies and procedures and to identify areas of strength and difficulty. Works with CS Management to devise and implement developmental steps to further aid in the success of the employee in their new role.
• Evaluates performance of New Hires and shares that appraisal with CS Management and the New Hires
• Works with CS Management staff to help identify developmental needs of all employees. Assists in the professional development of the Customer Service staff and Career Development Candidates through ongoing training initiatives and assessments.
• Attends weekly CS Management meetings to keep abreast of new department and company programs and assists in facilitating the monthly team meetings.
• Takes a minimum of 10 calls monthly and demonstrates leadership qualities by acting as a role model for employees when interacting with customers.
• Is able to take Supervisor calls when required.
• Assists with incoming calls and emails during peak season and as needed for backup.
• Other duties as assigned.

Specialized Knowledge/Beneficial Skills and Experience
The Customer Service Education Specialist I must possess excellent writing skills, have some experience in training and education and have superior verbal communication skills. He/She must have knowledge of financial products and services and posses leadership qualities. The candidate must be organized and self-motivated and creative in providing education according to the needs of the employee. The capacity to learn and retain new information quickly and the ability to effectively educate new users are critical. Must be able to multi-task, effectively prioritize responsibilities to ensure we meet department objectives for educating to ensure the timely implementation of new and existing product support. Must show outstanding leadership skills and have the ability to mentor new employees in a manner that promotes a supportive learning environment and the ability for the employee to be successful in their new responsibilities.

0-2 years of training experience.

2 to 3 years of Banking and/or Call Center experience required.

Travel to remote sites and outsourced Call Center support as required.

Intermediate level PC skills and the ability to learn and pickup information quickly is required.

Third Party Risk Analyst
Location: Sioux Falls, SD

Position Summary:
Assist in the process of evaluating partner’s due diligence and risk related information timely to ensure all bank, association and regulatory rules are adhered to. Develop and execute strong relationships and communications with peers and business partners. 

Essential Duties and Responsibilities:

• Complete day to day due diligence and risk related processes and tasks.
• Provide accurate, timely, and effective communications to peers and partners.
• Remain current on all rules and regulations.
• Assist in educating and communicating rules and regulations to peers and partners.

Essential Requirements for Education and/or Experience:

• GED/High School Diploma or related knowledge or experience in association/regulatory rules, due diligence/underwriting and/or prepaid card arena.

Specialized Knowledge/Beneficial Skills and Experience

• Proficient written and verbal communication skills.
• Detail oriented; organizational, multi-tasking and problem solving skills.
• Previous knowledge and experience working in prepaid and/or banking environment preferred.
• Knowledge of MS Office

Working Conditions/Physical Demands

Normal working office environment.

Front Desk Administrative Assistant
Location: Orlando, FL

Position Summary:

• Greet and Direct Customers, Drivers, Vendors, etc.
• Order and Distribute all office supplies and equipments
• Process Traffic Ticket Letters and maintain records in file folder
• Type Correspondence for Mr. Hartman, Rick, and others as necessary
• Data entry into Unix for Shop Expenses
• Update List of Phone Extensions, Employee Birthdays, Anniversaries
• Coordinate social events (Birthdays, Anniversaries, Holidays, etc.)
• Keep track of Employee Check in/out for the Runner, Lunches, Meetings, etc.
• Print FED EX as requested
• Receive & sign for Mail and Package Deliveries
• Provide Administrative Assistance to the operations department including, but not limited to:
  • Monthly Tag Renewals
  • Sorting and mailing the monthly Lease and Shop Invoices
  • Data Entry into LE & Advantage
  • Temp Tags
  • Other duties as necessary.

Required Qualifications and Education:

• High School Graduate
• Front Desk Experience
• Computer Skills required

Specific Skills Required:

• Excellent communication skills, both verbal and written
• Organized and detail-oriented
• Motivated Self-starter

Working Conditions/Physical Demands

• Normal working office environment.
• Requires the ability to occasionally lift up to 25 pounds.

Fraud and Compliance Investigator
Location: Wilmington, DE

Position Summary:

The Investigator is responsible for analyzing and monitoring potential fraud accounts, ensure compliance requirements associated with Fact Act Red Flag Rules, are adhered to by managing tracking and reporting statistical data connected to confirmed fraud cases. The investigator will use a variety of tools (internal control tracking documents, FACT Act program, and an automated Fraud/Suspicious activity system application to review and identify potential fraud rings or suspicious account activity. The investigator will work with internal lines of businesses, external service providers and vendors, financial institutions, and regulatory agencies (police agencies, US Postal Service Inspectors, etc.) to investigate and develop fraud cases as well as to obtain or respond to requests for account documentation to support results of investigation. The individual in this position works closely with the deposit operations, HSA , call center, and the Bank Compliance departments and other lines of businesses within the bank as required.

• Demonstrated experience in Bank Secrecy Act (BSA), Anti-Money Laundering (AML) compliance, Customer Identification Programs (CIP), and financial/deposit operations fraud.
• Ability to formulate and document processing procedures capturing the proper controls based on compliance and fraud guidelines as provided by management or bank compliance in a clear and concise manner.
• Manage and update FACT ACT (Red Flag Rules) tracking program to ensure watch list items are monitored on a weekly basis.
• Issue and process identity theft letters, questionnaires and other types of communications relating to suspicious and/or fraudulent activity behavior.
• Analyze and process potential fraud applications, work with internal lines of business to report and detect fraudulent and/or suspicious activity. Work with other banks and agencies in support of these claims.
• Produce well written reports detailing and outlining suspicious activity suspect reports for review by management and when appropriate, filing with FINCEN.
• Able to clearly communicate with all levels of staff; including management, law enforcement, and external regulatory agencies as appropriate.
• Respond to requests from Client Relationship Managers to provide account history and describe the type of activity taking place.
• Ability to perform research and draw conclusions, and be able to organize the case/documentation accurately, and thoroughly document all steps taken.
• Ability to escalate to management in a timely basis with present issues of concern, citing regulatory violations, alleged schemes, or scams to defraud the Bank.
• Be professional, self-motivated, deadline-driven team player able to work independently and as a member of a team to deliver high quality work, able to work in an ever-changing environment along with conflicting priorities at times.
• Manage Case Management function when Memento is rolled out in Operations. Assist manager with decisioning Alerts on which business unit the fraud suspect/suspicious activity is delivered and responsible for working.
• Must be able to deal with sensitive, confidential information and keep information private as required by bank and regulatory policies.
• Manage customers having compliance and/or fraud related issues, communicating directly with them and deciding upon best course of action based on Fact Act procedures and/or Compliance policies. Responsible for both outbound and incoming customer calls as they relate to compliance and/or fraud issues.
• Ability to communicate with customers via e-mail, written correspondence, and/or telephone to probe transaction activity, delve into details to determine if the customer is performing suspicious or fraudulent ATM/POS transactions, using a personal account as a business account, etc.

Essential Requirements for Education and/or Experience:

• Basic knowledge of banking laws and regulations
• Excellent verbal and written communication skills
• Ability to multi-task with Strong analytical, organization, and interpersonal skills.
• Proficient with Microsoft Office, especially word and excel
• Previous Deposit Compliance and/or Fraud detection investigation experience
• Experience with Metavante/FIS Deposit System, and investigative tools with Customer Identification Programs (CIP); such as  Lexis Nexis, Experian, and FDIC/FTC FACT Act familiarity
• Previous customer telephone customer service skills
• Proven research, investigation, and decision making skills
• Demonstrated Writing Skills and the ability to compose correspondence and reports
• Self-directed, self-motivated, and able to work with minimum supervision

Working Conditions/Physical Demands

• Position is located in the Wilmington, Delaware office of The Bancorp Bank
• Hours are 9:00 a.m. - 5:30 p.m. and it is a full-time non-exempt position

Card Operations Analyst
Location: Sioux Falls, SD

Position Summary:
Provides post-implementation support of client programs by managing daily processes, interacting with clients, and trouble-shooting and resolving issues to result in satisfied customers and successful card programs.

Essential Duties and Responsibilities:

• Establishes and maintains positive relationships with clients, handling their incoming calls, troubleshooting account level issues, and determining resolutions.
• Assists the Operations Control Coordinators in trouble-shooting client related issues, contacts the clients as needed to assist Operations Control Coordinator in resolving problems.
• Initiates and implements addendums and changes to programs by communicating all changes to appropriate vendors and verifying compliance with internal and regulatory processes.
• Communicates with top level executives internally and within vendor and client companies.
• Documents and updates internal procedures.

Essential Requirements for Education and/or Experience:

• Associate's degree from a college or university; or 2 years related experience; or equivalent combination of education and experience.

Specialized Knowledge/Beneficial Skills and Experience

• Basic knowledge of Visa/MasterCard regulations.
• Proficiency in Microsoft Office Suite.
• Excellent written and verbal communication skills.
• Ability to write routine reports and correspondence.
• Previous account resolution experience necessary, excellent written and verbal communication skills, and the ability to problem solve with little to no supervision.
• Determines how to correct account level problems and when to contact the client to resolve issues.
• Determines how to best resolve client issues to the client's satisfaction.
• Determines when ISO/MSPs are not in compliance.
• Determines how to resolve escalated issues.

Working Conditions/Physical Demands

• Normal working office environment.

Quality Assurance Supervisor
Location: Sioux Falls, SD

Position Summary:

• Performs tasks requiring planning, scheduling, and testing to ensure that internally developed software and client provided products meet quality standards and design specifications
• Performs functional, regression and integration testing of all internally created and vendor purchased software
• Conducts load and performance testing of new hardware software
• Works with software developers on test case creation, edits and clarifications
• Analyzes requirements for missing specifications
• Documents and escalates code defects
• Documents testing results
• Creates test plans to determine scope and type of tests to be performed on the system
• Identifies, creates, edits and updates test cases ensuring use of appropriate test methodology, complete test coverage and full test documentation for all code to be tested
• Creates trace matrices and/or flowcharts to support test cases
• Ensures test cases are up-to-date
• Documents test results
• Reviews test results with involved groups
• Communicates with the project team regarding the status of testing
• Participates in weekly Change Control meetings to review the status of planned implementations and discuss any outstanding issues
• Participates in requirements review meetings
• Creates manuals and tutorials for developed applications
• Educates others on the testing process and procedures through meetings and one on one discussions
• Supervises Quality Assurance Team and completes annual reviews
• Works with Project Managers to assign testing resource to projects
• Prepares testing estimates for future projects for prioritization meetings

Required Qualifications for Education and Experience:

• Associate’s degree from a college or university; or 2 years related experience; or equivalent combination of education and experience.
• Five years of software testing experience preferred.

Specific Skills Required

• Knowledge of application testing practices
• Software development experience in a Web/Client Server environment preferred
• Ability to think analytically
• Good written and verbal communication skills
• Experience with SQL and Microsoft Development Tools preferred
• Demonstrated ability to work in a fast paced environment on multiple concurrent projects
• Previous experience working in a financial institution IT environment a plus

Working Conditions/Physical Demands

• Open environment

Interested in more information? Please contact us at recruiter@thebancorp.com.