Job Information
The National Bank of Indianapolis ATM/Debit Card Disputes and Quality Control Specialist in Indianapolis, Indiana
[[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:]{calibri=""}]{calibri=""}]{new="" roman="" times=""}]{calibri=""}]{new="" roman="" times=""}
- 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:
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``` - 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
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``` - 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
[[Required Education, Experience and Skills:]{calibri=""}]{new="" roman="" times=""}
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
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