Instant Issuance Support Agent

FNBO; Omaha (NE); On-site; USD 37,000 - 60,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

401k, With Matching Contributions

Time Off Programs

Health Savings Account (HSA)/Dependent

Employee Banking

Growth Opportunities

Tuition Assistance

Disability Insurance

Job summary

FNBO in Omaha, NE is seeking an Instant Issuance Support Agent to manage the daily functions of the Instant Issue team, ensuring partner locations receive a good customer service experience. Hours are 7 a.m. – 6 p.m. CST, Saturday through Tuesday.

The role covers hardware support, data entry, audits, error resolution, and timely responses to issues, with remote work potential. Strong analytical and problem-solving skills plus MS Office proficiency are valued.

Qualifications

• High school diploma.
• Minimum 9 months prior customer service or related experience.
• Strong analytical and problem-solving skills.
• Ability to work independently and collaboratively in a team setting.
• Proficiency with Microsoft Office.
• Unrestricted work authorization.

Responsibilities

• Assist partner locations with instant issuance hardware support and troubleshooting.
• Enter, track, and report daily data requirements; perform daily audits.
• Handle inbound/outbound calls from partner locations and internal groups.
• Escalate discrepancies and resolve issues related to daily activity.
• Process and track customer card requests from assigned partners.
• Adhere to bank policies, laws, and the bank's BSA/AML Program.

Skills

Analytical skills

Critical thinking

Multi-tasking

Customer service

Teamwork

Education

High school diploma

Tools

Microsoft Office

Job description

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.

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.

Hours anticipated to be Saturday - Tuesday from 7 a.m. - 6 p.m. CST.

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): $37,454.00-$59,927.00

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.

Work Environment

It is anticipated that the incumbent in this role will work remotely, offering you the freedom to contribute to our mission from wherever you work best, without compromising on career growth or connection to our team. Regardless of your location, you'll be fully integrated into our team through robust digital collaboration tools and regular communication. The incumbent can work remotely from any of the states listed on the job posting, though occasional travel may be required for in-person meetings. Please note, work location is subject to change based on business needs.

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

Learn more about FNBO benefits here: https://www.fnbo.com/careers/benefits/

Job number: R-20261546

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 you are in their journey.

FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.

FNBO follows federal law regarding the use of marijuana (this applies to all non-California applicants).