Instant Issuance Support Agent

FNBO 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 believes in advancements in technology and office environments to make it easier to collaborate and connect with customers and coworkers. 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.

Summary of the Job: 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.

About This Role

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.

The Ideal Candidate for This Role

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. Candidate must have excellent customer support skills, adaptable to changing environment and proactive problem solving skills. Prior technology troubleshooting experience desirable. Candidates must possess unrestricted work authorization and not require future sponsorship.

Compensation

Compensation range (base pay): $36,720.00-$58,752.00 This 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.

Benefits Overview

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

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.