Instant Issuance Senior Specialist

First National Bank of Omaha•Omaha, NE

1d•Hybrid

About The Position

The Instant Issuance Senior Specialist will be responsible for managing Instant Issuance card stock inventory, ribbon and film inventory management, and printer in-service, in-transport, and spare pool inventory. The Specialist will also be responsible for handling shipping printers to locations when Partner Leads determine a replacement is necessary. When not assisting Partner Leads, or as necessary, the Instant Issuance Senior Specialist will act in the role of the Instant Issuance Support Agent. The 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 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.

Requirements

Excellent customer support skills
Adaptable to changing environment
Proactive problem solving skills
1 – 3 years of customer service experience
3 months – 1 year of back office experience required
Unrestricted work authorization and not require future sponsorship

Responsibilities

Managing Instant Issuance card stock inventory
Ribbon and film inventory management
Printer in-service, in-transport, and spare pool inventory management
Shipping printers to locations when Partner Leads determine a replacement is necessary
Acting in the role of the Instant Issuance Support Agent
Managing the daily functions of the Instant Issue team
Assisting partners with instant issuance with hardware support, audit support, error resolution, basic troubleshooting, and inventory responsibilities
Accurate data entry
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
Complete compliance training and adhere to internal procedures and controls
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
Continuous best efforts to complete the job assigned
Be a resource to colleagues
Proactive and respectful in all relationships