Instant Issuance Support Agent

About the role

This position requires individuals to work in Omaha, NE on a regular basis. The Instant Issuance Support Agent role is responsible for managing the daily functions of the Instant Issue team, ensuring the locations participating receive a good customer service experience.

Responsibilities

• Assist the partners participating with instant issuance with hardware support, audit support, error resolution, basic troubleshooting, and inventory responsibilities.
• Accurately enter, track, and report daily data requirements.
• Accomplish daily auditing of assigned locations, entering daily audits provided by partners and comparing 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.
• Accountable for continuous best efforts to complete the job assigned.
• Exercise a willingness to be a resource to colleagues.

Requirements

• 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.

Qualifications

• Excellent customer support skills, adaptable to changing environment, and proactive problem solving skills.
• Prior technology troubleshooting experience desirable.

Skills

• Customer service skills.
• Technical troubleshooting skills.
• Microsoft Office proficiency.

Benefits

We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs:

• 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

To learn more about FNBO benefits, visit here.

Pay

Compensation range (base pay): $37,454.00-$59,927.00

The 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

Candidates must be available to work remotely or onsite two morning shifts and two evening shifts each week. Shifts may be scheduled on Mon, Tues, Thurs, Fri, Sat between hours of 8 a.m. to 11 p.m. Wed hours preferred from 1 - 3 pm for regular team meetings. Additional hours may be needed to assist with coverage.

Contact Information

To ensure you receive a response, include the number of this job (R-20261322) in the subject line of your message.

Equal Opportunity & Belonging

FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be their authentic selves—no matter their role or where they are in their journey.

FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity. Click here to download 'EEO is The Law' Self-Print Poster Click here to download 'EEO is The Law' Supplement for Federal Contractors Click here to download 'EEO is The Law' GINA Supplement