Card Operations and Servicing Specialist I - Part-Time (20-29 hrs/wk)

Gate City Bank•Fargo, ND

6d•Hybrid

About The Position

This part-time position (20-29 hours/week) assists the Card Operations and Servicing Supervisor in coordinating, communicating, training, and developing the debit card program. The role involves answering questions and providing technical assistance related to the debit card program, demonstrating prompt, professional, and friendly service, and performing daily processing for the Bank’s debit card products, services, and systems. The specialist will support retail team members with debit card-related inquiries, deliver quality customer service, and utilize support questions as an opportunity to coach and train team members on policies, procedures, and operational practices. This role also assists with creating and maintaining training materials, deposit support materials, and works with relevant systems/vendors to ensure accurate processing and problem resolution. Additionally, the specialist reviews processing reports, performs account and system maintenance, completes servicing requests, and assists with projects for new products and services. Other duties include delivering exceptional service, building relationships, demonstrating reliability, complying with policies, maintaining attention to detail, exercising sound judgment, and utilizing AI-enabled tools responsibly.

Requirements

2 years of college or technical school; 1 year related experience; or equivalent combination of education and experience.

Responsibilities

Supports retail team members with questions related to debit card processing, services, and product offerings.
Delivers quality customer service by meeting Gate City’s customer service expectations, in responding to questions from users by addressing their inquiries, resolving issues, and collecting other pertinent data regarding the system and their associated use.
Assists and educates team members on policy, procedures, compliance, operational and difficult customer situations via the Peer Assistance Line.
Utilizes support questions as an opportunity to coach and train team members on policies, procedures, and operational practices.
Assists with creating, maintaining, and facilitating training documents, materials and presentations.
Assists with development and maintenance of deposit support material such as policies, procedures, disclosures, forms, letters, etc.
Works with deposit and card serving related systems/vendors to ensure accurate processing, identifies and resolves problems, and makes timely recommendations for the implementation of enhancements or changes needed to foster job efficiencies and further develop deposit products and services.
Reviews deposit and card processing reports to ensure accuracy of account set-up, file maintenance, and card order processing.
Performs necessary account and system maintenance as needed.
Completes deposit and card servicing requests, processing and servicing duties.
Assist in deposit and card service projects to implement new products and services.
Deliver a consistently exceptional service experience for both team members and customers.
Build and maintain effective working relationships with team members, leaders, customers, and external partners.
Demonstrate reliability and accountability in attendance to support operational needs and service expectations.
Comply with all Gate City Bank policies, procedures, and all applicable laws and regulations.
Maintain a high level of attention to detail and accuracy in all responsibilities.
Exercise sound judgment and make timely decisions in a fast‑paced environment.
Utilize approved AI-enabled tools and technologies to enhance productivity, support problem-solving and decision-making, and drive efficiencies while exercising sound judgment and adhering to company policies, privacy standards, and responsible use expectations.