Instant Issuance Support Agent

At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.

Our Modern, Flexible Workplace:

 

We believe in a Modern, Flexible Workplace, and we are continuously exploring advancements in technology and office environments to make it easier to collaborate and connect with customers and coworkers.

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 as ensuring the locations participating receive a good customer service experience. 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. 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 locations 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. Knowledge, Skills, Education and Experience Required: 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 It is anticipated that an incumbent in this role will work remotely for three (3) or more days a week and will share a hoteling workspace when working onsite. Work location is subject to change based on business needs.

Summary of the Job:

 

Candidates must be available on: Mon, Tues, Thurs, Fri, Sat between hours of 8 a.m. to 11 p.m. Wed hours required from 1 - 3 pm. Additional hours may be needed to assist with coverage.

About This Role:

 

The Instant Issuance Support Agent role is responsible for managing the daily functions of the Instant Issue team as ensuring the locations participating receive a good customer service experience. 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.

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 con