Debit Card / ATM Representative I

DL Evans Bank; Burley (ID); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

FSA

401(k)

Employee Stock Ownership Plan

Paid Vacation

Sick Time

Life Insurance

Long-term Disability Insurance

Job summary

D.L. Evans Bank is seeking a Debit Card / ATM Representative I in Burley, Idaho. The role focuses on delivering excellent customer service, handling routine Debit Card and ATM tasks, reviewing fraud alerts, posting transactions, and supporting dispute processing and card maintenance.

You will assist branch personnel, ensure security and accuracy, and maintain effective communication with customers and staff while handling gift and reloadable cards and related processing duties.

Qualifications

• High school diploma or equivalent and experience in banking, financial services, or customer service.
• Associate degree or two years of banking/financial services experience preferred; background in debit cards or dispute processing is a plus.

Responsibilities

• Perform routine Debit Card service functions and card maintenance.
• Assist with gift and reloadable card processing and inventory.
• Support ATM issue resolution and service cases with service providers.
• Assist with Debit Card dispute processing and documentation.
• Maintain security and confidentiality of Debit Card data and transactions.
• Communicate with Bank personnel and customers to resolve issues promptly.

Skills

Debit Card Processing

Customer Service

Fraud Monitoring

Attention to Detail

Communication

Education

Associate degree preferred

Banking/Financial experience preferred

Tools

Centrix DTS

Fiserv

Job description

Job Description

Debit Card / ATM Representative I

POSITION PURPOSE :

Responsible for providing excellent customer service and maintaining strong professional relationships by effectively and timely researching debit card issues including but not limited to fraud alerts, card maintenance, card stock ordering/auditing, card instant issue, travel alerts, fraud rules, and fraud trends. Responds to customer telephone calls and assists with software and computer issues. Courteously and promptly resolves customer questions and problems or refers them to appropriate personnel. Responsible for the daily job functions of the gift and reloadable card program. Assists with the posting of transactions and balancing of settlement general ledgers. Performs various Debit Card processing functions and related clerical duties as needed. Assists branch personnel with ATM issues, contacting Fiserv or the Bank’s ATM service provider for assistance with ATM maintenance, hardware assistance, or software errors. Assists the Debit Card Dispute Coordinator when needed with processing Debit Card disputes, including timely provisional credit, reversal entries, verification of dispute accuracy and appropriate customer authorizations. Ensures quality control through accurately completing the dispute process and problem resolution. Ensures disputes are correctly submitted to FiServ within established timeframes. Stays apprised of changes in Regulation E and fraud trends.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Assumes responsibility for performing routine Debit Card service functions.
   1. Processes routine Debit Card maintenance and service requests, including account maintenance and input, card activation, travel alerts, hot card functions, and other card maintenance through established processes and systems.
   2. Responds promptly and courteously to questions from customers and Bank personnel regarding Debit Card products and services, including hot cards, blocked cards, and other routine Debit Card matters.
   3. Assists with Debit Card fraud alerts by contacting authorized customers, reviewing available information, and taking appropriate action in accordance with established procedures.
   4. Prints and reviews assigned Debit Card reports as needed. Researches routine errors, exceptions, or questions and refers unresolved or unusual issues to appropriate personnel.
   5. Validates eligible cards for use with Apple Pay and Android-supported digital wallet services, as needed.
   6. Assists with assigned Debit Card fraud prevention functions, including blocking or unblocking countries, merchants, or other activity in accordance with established procedures and assigned authority.
   7. Assists with the posting of Debit Card-related transactions and balancing of applicable General Ledger accounts as assigned.
   8. Maintains security and confidentiality in all phases of Debit Card processing.
2. Assumes responsibility for performing gift and reloadable card service functions.
   1. Maintains gift and reloadable card inventory and orders cards to replenish inventory as needed.
   2. Performs routine gift and reloadable card processing and administrative functions, including employee setup, password resets, and card orders, as assigned.
   3. Responds promptly and courteously to questions from customers and Bank personnel regarding gift and reloadable cards and refers unusual or complex issues to appropriate personnel.
   4. Assists with monitoring gift and reloadable card sales and applicable fee accounts.
3. Provides assistance with ATM functions.
   1. Assists branch personnel with identifying and resolving ATM issues, including balancing issues and ATMs that are offline.
   2. Creates and monitors service cases with Fiserv or the Bank's third-party ATM service provider, as necessary, to assist with ATM maintenance, hardware issues, or software errors.
   3. Assists with the posting of ATM-related transactions and balancing of applicable General Ledger accounts as assigned.
4. Assists with Debit Card dispute processing activities as needed.
   1. Provides support with Debit Card disputes as assigned, including entering dispute information into the Centrix DTS program, obtaining necessary documentation from branch personnel or customers, preparing required customer communications, and maintaining applicable dispute documentation.
   2. Follows established procedures, required time frames, and security and confidentiality requirements when assisting with Debit Card disputes.
5. Establishes and maintains effective communication and coordination with Bank personnel, management, and customers.
   1. Provides assistance and support to Bank personnel and management as required.
   2. Responds courteously and promptly to customer questions and concerns, resolves routine issues within assigned authority, and refers more complex or sensitive matters to appropriate personnel.
   3. Keeps Processing Center Management informed of significant problems, unusual situations, and other matters requiring management attention.
   4. Completes required reports, records, and related documentation accurately and timely.
   5. Maintains appropriate levels of security and confidentiality when handling customer and Bank information.
   6. Attends and participates in meetings as required.
6. Assumes responsibility for related duties as required or assigned.
   1. Maintains the professional reputation of D.L. Evans Bank and provides courteous, professional service to customers, Bank personnel, and service providers.
   2. Keeps work area clean, secure, and well-maintained.
   3. Assists with special projects and other related duties as assigned.

PERFORMANCE MEASUREMENTS

1. Debit Card service functions are completed accurately, efficiently, and timely in accordance with established procedures. Customer and Bank personnel questions are handled promptly and courteously, with more complex or unusual issues referred to appropriate personnel.
2. Gift and reloadable card functions are completed accurately and timely. Card inventory is appropriately maintained, and cards are ordered and distributed to branches as needed.
3. ATM-related issues are responded to promptly and appropriately. Service cases with Fiserv or the Bank's third-party ATM service provider are initiated and monitored as necessary, and appropriate personnel are kept informed of the status of outstanding issues.
4. Debit Card dispute processing assistance is provided accurately and timely when assigned. Established procedures, required time frames, and documentation requirements are followed when assisting with disputes.
5. Assigned transaction posting and General Ledger balancing functions are completed accurately and timely. Errors or discrepancies are promptly researched and referred to appropriate personnel when additional assistance is required.
6. Documents, files, records, and reports are accurate, current, complete, and submitted within established time frames.
7. Internal and external customers are served professionally, promptly, and courteously. Routine questions and concerns are effectively addressed, and issues outside assigned authority are referred to appropriate personnel.
8. Established security and confidentiality procedures are consistently followed, and customer and Bank information is appropriately safeguarded.
9. Processing Center Management is kept appropriately informed of significant problems, unusual situations, and other matters requiring management attention.

QUALIFICATIONS

BASIC QUALIFICATIONS: High school diploma or equivalent and at least one year of banking, financial services, customer service, or related experience. Must possess basic knowledge of banking products, services, and customer service practices. Must have strong attention to detail, organizational, communication, and problem-solving skills. Must be able to maintain confidentiality, accurately follow established policies and procedures, and effectively use or learn applicable computer and debit card processing systems.

Education/EXPERIENCE PREFERRED:

Associate degree in business, finance, accounting, or a related field; and/or two years of banking or financial services experience, preferably involving customer service, deposit operations, electronic banking, debit cards, or payment processing. Previous experience with debit card processing, card maintenance, fraud monitoring, or dispute-related functions is preferred. Knowledge of related laws and regulations.

SKILLS/ABILITIES:

• Accommodating with coworkers

• Ability to get along with others

• Ability to work in a fast-paced environment with a large amount of stress

• Good organizational and follow-through skills

• Ability to train and lead others

• Good analytical skills

• Ability to resolve problems and design solutions

• Ability to work with data management systems and programs

Ability to establish effective schedules

• Excellent planning skills

Company Description

D.L. Evans Bank is a community bank and has been since 1904. For many years, we have provided premier banking services to the residents of Southern Idaho and Northern Utah while fostering a working environment for our employees dedicated to teamwork and excellent customer service. D.L. Evans Bank is an Equal Opportunity Employer – veterans/individuals with disabilities. VEVRAA Federal Contractor. EOE/AA/Vets/IWD.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• FSA
• 401(k)
• Employee Stock Ownership Plan
• Paid Vacation
• Sick Time
• Life Insurance
• Long-term Disability Insurance