ATM/Debit Card Disputes and Quality Control Specialist
- Employer
- The National Bank of Indianapolis
- Location
- Indianapolis, Indiana
- Salary
- TBD
- Posted
- Jul 22, 2024
- Closes
- Aug 21, 2024
- Ref
- 167
- Specialty
- Finance
- Type
- Full Time
- Level
- Experienced
- Education Level
- High School
A Stable and Growing Employer
The National Bank of Indianapolis is the largest, locally owned, national bank in greater Indianapolis. Since opening our doors in 1993, we have grown from 18 employees to more than 300 employees. Our strength and success in serving the local market is directly attributable to our talented staff. With greater than 90% staff retention year after year, and with a highly competitive benefit package, our staff enjoy a sense of stability not always experienced in the general work environment. Benefits include but are not limited to: medical/dental/vision/life insurance, vacation, personal time, holidays, tuition reimbursement, 401k, profit sharing, and wellness benefits.
Who We Are Looking For
The National Bank of Indianapolis has assembled our talented staff by hiring only the best, whether highly experienced professionals or those just entering the workforce. We are looking for those who are committed to delivering superior service to our clients and superior teamwork to their co-workers. Along with the relevant knowledge and experience, The National Bank of Indianapolis requires its employees to have both a high degree of professionalism and a commitment to excellence.
Summary
Working as part of a service center team, the teammate is responsible for comprehensive customer service and technical support for internal and external users of the Bank’s electronic banking delivery systems, providing the highest quality of service to every customer. While the position focuses on quality control and ATM/debit card disputes, ancillary support for other Electronic Banking services is required.
Essential Functions:- Respond to customer questions, requests and concerns, both written and oral, in a timely manner
- Provide the highest level of customer service and technology support for client end users via phone calls and emails, including but not limited to:
-
Ask questions to gather information needed to accurately diagnose specific technical problems
Communicate effectively with users with a diverse level of experience
Explain how products and services work, communicating technical information in commonly understood terms
Consult and instruct users on hardware and software issues, working with understanding of basic networking technologies
- Monitor, review and process disputes for debit cards, CPS, and Zelle
- Process ATM disputes
- Process ATM deposit adjustment
- Research ATM cash items
- Review, verify and track outgoing ACH files
- Perform quality control on imaged documents, and second day verification of daily work
- Sort and distribute morning reports
- Review system reports for accuracy, including second-day input verification, third party systems and maintenance reports
- Collaborate with other departments in the Bank as appropriate to resolve issues
- Process and log various transaction totals for monthly reporting
- Serve as a backup for other EB positions
- High School diploma or equivalent required; some college coursework preferred
- Minimum three years relevant work experience in banking operations, including experience with electronic banking products and services
- Exceptional customer service and communication skills, including the ability to convey technical information in commonly understood terms
- Excellent interpersonal skills, exhibiting a high degree of professionalism
- Proven analytical and problem-solving skills, with the ability to think critically, evaluate needs and develop a plan of action
- Ability to work independently under pressure and meet deadlines
- Ability to organize, multi-task and prioritize tasks, switching easily between systems while troubleshooting problems
- High degree of accuracy and attention to detail
- High level of computer proficiency, including strong working knowledge of Microsoft Office products and similar applications; working knowledge of computer hardware, software systems and networking technologies