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:
About This Role:
Candidates must be available: Mon – Fri 8 a.m. – 5 p.m. Remote most Mon/Tues, In-Office most Wed thru Fri. Flexibility on hours may be needed to assist with coverage.
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.
The Ideal Candidate for This Role:
Candidate must have excellent customer support skills, adaptable to changing environment and proactive problem solving skills. 1 – 3 years of customer service experience and 3 months – 1 year of back office experience required.
Compensation:
Compensation range (base pay): $41,116.00-$65,787.00
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 in a hybrid capacity, balancing in-person collaboration three (3) days a week with remote flexibility two (2) days a week. As part of our team, you'll experience the energy and relationship-building of face-to-face collaboration while still enjoying the flexibility of remote workdays. We provide the tools and technology to ensure seamless transitions between work environments, supporting your productivity wherever you are. Please note that 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/.
For additional information regarding compensation and benefits, e-mail FNBO at [email protected]. To ensure you receive a response, include the number of this job (listed below) in the subject line of your message.
Job number: R-20261111Equal 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.
Learn more here.
FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.
Click here to download 'EEO is The Law' Self-Print Poster
Click here to download 'EEO is The Law' Supplement for Federal Contractors
Click here to download 'EEO is The Law' GINA Supplement
FNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDIC
FNBO follows federal law regarding the use of marijuana (this applies to all non-California applicants)
Application Deadline:
All our jobs will be posted for a minimum of 5 calendar days. Job postings may come down prior to 5 calendar days based on volume of applicants.
Skills Required
- 1-3 years customer service experience
- 3 months - 1 year back office experience
- Unrestricted work authorization; no visa sponsorship
- Availability Mon-Fri 8:00 a.m. - 5:00 p.m.; hybrid with in-office most Wed-Fri and remote Mon/Tue
- Excellent customer support skills, adaptability, and proactive problem solving
- Accurate data entry and daily audit skills
- Basic troubleshooting and hardware support for instant issuance printers/equipment
- Ability to handle inbound and outbound calls with partner locations and internal groups
