Instant Issuance Senior Specialist

First National Bank•Winnipeg, NE

2d•$41,116 - $65,787•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 Instant Issuance Senior Specialist 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

1 – 3 years of customer service experience
3 months – 1 year of back office experience
Unrestricted work authorization and not requiring future sponsorship.

Nice To Haves

Excellent customer support skills
Adaptable to changing environment
Proactive problem solving skills

Responsibilities

Managing Instant Issuance card stock inventory, ribbon and film inventory management, and printer in-service, in-transport, and spare pool inventory.
Handling shipping printers to locations when Partner Leads determine a replacement is necessary.
Assisting partners participating with instant issuance with hardware support, audit support, error resolution, basic troubleshooting, and inventory responsibilities.
Accurate data entry and prompt response times to issues.
Handling inbound and outbound calls from both partner locations and internal groups participating in Instant Issuance.
Accurately entering, tracking, and reporting daily data requirements.
Assisting with daily auditing of assigned locations.
Entering daily audits provided by partners and comparing the information against the server data for the specific location.
Identifying and correcting any discrepancies related to normal daily activity.
Escalating any discrepancies that cannot be attributed to normal daily activity.
Processing and tracking customer card requests from assigned partners.
Assisting with error resolution and basic troubleshooting of instant issuance equipment within department standards.
Working independently and making decisions on issue escalation with minimal supervision.
Understanding and complying with bank policy, laws, regulations, and the bank's BSA/AML Program as applicable to your job duties.
Completing compliance training and adhering to internal procedures and controls as required.
Reporting any known violations of compliance policy, laws, or regulations.
Reporting any suspicious customer and/or account activity.
Exhibiting professional behavior and promoting positive working relationships.
Adhering to all work schedules and attendance guidelines.
Making continuous best efforts to complete the job assigned.
Being a resource to colleagues.
Being proactive and respectful in all relationships.