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Client Experience Analyst - Card Services
Hancock Whitney
Posted 12/23/25
701 Poydras Street, New Orleans, LA 70139
Job Description
JOB FUNCTION / SUMMARY: Assists with the day-to-day operations of the Check Card and ATM Departments providing customer service to branches and customers by phone, working disputes filed by customers for erroneous charges on their Check Card or ATM card and balancing general ledger and settlement accounts.
ESSENTIAL DUTIES & RESPONSIBILITIES:
- Provides customer service via email and phone for disputed transactions and erroneous charges to customer accounts.
- Researches and processes disputes filed by cardholders.
- Contacts customers and merchants to resolve complex dispute issues.
- Extracts data from Electronic ATM journals to aid in the research of ATM transactions.
- Monitors cardholder transactions via the current fraud system to prevent fraud.
- Develops an in-depth understanding of Regulation E, Visa Regulations, or any subsequent regulations to process daily work.
- Balances daily, and/or monthly general ledger and settlement accounts and ATM Network.
- May be responsible for ATM machine maintenance and installs.
- May be responsible for ATM network monitoring.
- Completes monthly/quarterly reports for management.
- Performs other duties as requested by management.
SUPERVISORY RESPONSIBILITIES: This job does not have supervisory duties.
About Hancock Whitney
Orleans ParishCompany ProfileAssociates at Hancock Whitney are valued members of a team that appreciates and relies on associate knowledge and contributions. We respect your commitment to family and support your involvement in the community.
Our company is a place where associates have the opportunity to shape their own success and grow both personally and professionally throughout our diverse footprint. In addition to competitive pay and benefits package, we offer a tuition reimbursement plan, professional development opportunities, and more.