Instant Issuance Support Agent

About This Role

The role’s primary responsibility is to assist the partners participating with instant issuance with hardware support, audit support, error resolution, basic troubleshooting, and inventory responsibilities. The role will also be responsible for accurate data entry as well as prompt response times to issues.

Responsibilities

• Handle inbound and outbound calls from both partner locations and internal groups participating in Instant Issuance.
• Accurately enter, track, and report daily data requirements.
• Assist with daily auditing of assigned locations.
• Enter daily audits provided by partners and compare the information against the server data for the specific location.
• Identify and correct any discrepancies related to normal daily activity.
• Escalate any discrepancies that cannot be attributed to normal daily activity.
• Process and track customer card requests from assigned partners.
• Assist with error resolution and basic troubleshooting of instant issuance equipment within department standards.
• Work independently and make decisions on issue escalation with minimal supervision.
• Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program as applicable to your job duties.
• Complete compliance training and adhere to internal procedures and controls as required.
• Report any known violations of compliance policy, laws, or regulations.
• Report any suspicious customer and/or account activity.
• Exhibit professional behavior and promote positive working relationships.
• Adhere to all work schedules and attendance guidelines.
• Accountable for continuous best efforts to complete the job assigned.
• Exercise a willingness to be a resource to colleagues.
• Proactive and respectful in all relationships.

Qualifications

• High school diploma.
• Minimum 9 months prior customer service or related experience.
• Strong analytical skills.
• Strong critical thinking and logic skills.
• Ability to work both independently and collaboratively in a team setting.
• Knowledge of Microsoft Office.
• Strong multi-tasking ability.
• Flexibility to support additional or varying shift schedules.
• Candidate must have excellent customer support skills, adaptable to changing environment and proactive problem solving skills.
• Prior technology troubleshooting experience desirable.
• Candidates must possess unrestricted work authorization and not require future sponsorship.

Pay

Compensation range (base pay): $37,454.00-$59,927.00. This role may have a specific starting pay within this range. Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level.

Schedule

Hours anticipated to be Saturday - Tuesday from 7 a.m. - 6 p.m. CST.

Benefits

• Medical, Dental, Vision Insurance
• 401k, With Matching Contributions
• Time Off Programs
• Health Savings Account (HSA)/Dependent Care
• Employee Banking
• Growth Opportunities
• Tuition Assistance
• Short-Term/Long-Term Disability Insurance

Learn more about FNBO benefits here: https://www.fnbo.com/careers/benefits/.

This position requires individuals to work in Omaha, NE on a regular basis. The incumbent can work remotely from any of the states listed on the job posting, though occasional travel may be required for in-person meetings. Please note, work location is subject to change based on business needs.