Job Information
Northrim Bank Card Services Specialist - Northrim Building in Anchorage, Alaska
At Northrim Bank, our vision is to be Alaska's premier bank and employer of choice. We are looking for professional and knowledgeable employees who take pride in their work. We believe in providing value for our customers and communities.
Employee Benefits:
- Medical, Dental and Vision insurance, including FSA (Flex Spending Account)
- Paid Time Off to include select paid holidays
- Retirement Benefits with generous 401K match
Some Other Favorite Employee Benefits Include
Paid Parental Leave, Education Assistance, Employee Assistance Program, Employee Wellness Program and much more!
Pay is depending on experience. Minimum is $22.34/hour
Position Summary
The Card Services Specialist executes processes relating to ATM/Debit cards including ordering, troubleshooting, supporting, balancing, maintenance, and dispute processing. Main duties include: providing a full range of professional, technical, and general support for resolving inquiries related to department products and services; monitoring Business Electronic Channels for service disruption; maintaining compliance in all aspects of regulations that impact ATM and debit card processing
The following duties are intended to provide a representative summary of the major duties and responsibilities and ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional duties.
Essential Duties and Responsibilities
- Responsible for providing elevated support for executing all processes relating to ATM/ Debit cards including ordering, troubleshooting, supporting, balancing, maintenance, instant issuance, and dispute processing. Communicate status of pending service requests with customers and management as needed within established service level agreements.
- Monitor and analyze transactions for fraud and loss prevention via SecurLOCK, make recommendations to mitigate loss.
- Pull reports, request extracts, and other sources of business intelligence that drive the bank's Electronic Funds Transfer (EFT) operations.
- Monitor EFT Channels for service disruption and escalate vendor incidents to appropriate internal staff to ensure events are tracked and ultimately resolved in a timely fashion.
- Evaluate Business MasterCard Debit Card exceptions and applications that exceed risk thresholds and assign appropriate controls to limit exposure to the Bank and our customers.
- Perform account reconciliation duties. Monitor ATM status and currency usage. Participate in initiating ATM proposals and installations. Investigate ATM related customer disputes or fraudulent issues. Maintain a foundational knowledge of the Branch ATM balancing procedures.
- Review daily reports related to MasterCard Compromised Notices, fraud trends, travel notices and all EFT/ACH dispute related activities.
- Respond to Northrim Bank customer service compliments, complaints, and suggestions assigned to Card Services.
- Complete online, written and in-person compliance training within established timeframes.
- Other duties as assigned.
Qualifications
Education
- High School Diploma or equivalent.
Experience
- Two years of experience in the Card Services industry.
- Industry related certification or related education may be considered as a substitute for financial institution experience.
- Related military education/experience may be used as a substitute for education or work experience.
Knowledge and Communication Skills
- Expert knowledge of bank prod cts/services. Through knowledge of all accompanying regulations, procedures and applicable core system applications.
- Exceptional customer service and sales consultative skills with the ability to listen effectively and communicate information in a positive, professional and comprehensible manner in person, over the phone and in writing.
- Exceptional oral and written communication skills and advanced command of the English language, and its vocabulary and grammar in order to comprehend, analyze, and effectively communicate business memorandums, technical procedures, and government regulations.
- Must enjoy working in a fast-paced environment that requires attention to detail and accuracy.
- Quickly and efficiently resolve customer problems independently by utilizing a variety of resources.
- Must understand and have the ability to implement applicable compliance requirements.
Analytical and Decision Making Skills
- Independently analyze, prioritize and resolve complex questions or issues often with limited information provided by a customer or bank employee.
- Remain thorough and detail oriented while performing several tasks concurrently.
- Ability to recognize fraud indicators in order to detect fraudulent activity and prevent potential loss to the bank and our customers.
- Must be a motivated self-starter, with strong listening and problem-solving skills, who is willing and able to supervise others in challenging situations.
- Ability to take ownership for the opportunity to exceed customer expectations through one touch resolution.
- Must be able to multi-task and accomplish a high degree of accurate work that adheres to established processes, procedures and regulations.
- This position has access to a wide variety of classified Bank and customer information, and as such needs to exercise great discretion and confidentiality.
Computer/Software/Other Equipment Skills
- Intermediate knowledge of MS Office Suite, including Word, Excel, PowerPoint, and Outlook. Ability to operate standard office equipment such as PC, printer, fax/copier, and telephone.
- Ability to navigate through different resources, computerized and manual, to assist with problem identification and resolution.
- Must have intermediate familiarity with current Windows, Android, Mac, and IOS mobile and desktop Operating Systems, and Mozilla Firefox, Internet Explorer, Safari, and Google Chrome browsers.
Working Conditions
- The noise level in the work environment is usually moderate.
- Work is performed in a professional office environment.
Full Time, Non-Exempt
Grade 14