Debit Card Operations Specialist (Remote)

As a Debit Card Operations Specialist at Banner Bank, you will be primarily responsible for providing day-to-day operational support for our Debit Card Department. This includes handling client inquiries, performing account maintenance tasks such as managing new and replacement cards, and administering fraud notifications. You will also provide Tier 2 support through phone, email, and chat, and work to identify and escalate any emerging fraud trends. Engaging with clients both internally and externally, your role will be pivotal in ensuring a smooth experience for our users while adhering to both corporate and federal regulations.

To qualify for the Debit Card Operations Specialist role at Banner Bank, candidates should have at least a High School Diploma or equivalent, along with 0 to 2 years of experience related to credit cards, retail banking, or call centers. Knowledge of retail product policies, credit card products, and strong client service skills are essential to succeed in this position. Basic proficiency in mathematics, problem-solving, and effective communication, both verbal and written, is also required. If you're passionate about customer service and teamwork, this is a great opportunity for you!

A typical day for a Debit Card Operations Specialist at Banner Bank involves a variety of tasks focused on ensuring client satisfaction and operational efficiency. You'll start by answering incoming inquiries from customers and branches, performing crucial account maintenance duties like card reissuance and fraud case management. You will also review exception reports, identify improvement areas, and prepare reports to highlight ongoing trends. The role is dynamic, as you will engage with clients through multiple channels and work closely with your team to ensure compliance with regulations and enhance service offerings.

In the Debit Card Operations Specialist role at Banner Bank, several key skills can greatly enhance your effectiveness. Strong interpersonal skills and the ability to build relationships with clients are crucial, along with a firm grasp of retail banking policies and procedures. Excellent communication skills are essential for providing outstanding customer service, whether it's over the phone, via email, or through chat. Additionally, being detail-oriented, possessing strong problem-solving abilities, and having the capacity to analyze financial information will help you succeed in managing inquiries and resolving issues effectively.

Banner Bank offers a competitive compensation package for Debit Card Operations Specialists, with a targeted starting salary range of $18.00 to $26.00, based on experience and location. Beyond salary, employees enjoy comprehensive benefits including medical, dental, vision, and life insurance, along with paid vacation and sick time, plus 11 company-paid holidays. The bank also supports continued education through tuition reimbursement up to $5,250 annually and offers a 401k plan with up to a 4% match. Join us at Banner Bank and invest in both your career and well-being!

When faced with a complaint about a lost debit card, it's important to remain calm and empathetic. Begin by validating the customer's feelings and assuring them that you'll help resolve the issue quickly. Gather essential information such as the customer's ID and card details, and then guide them through the process of blocking the lost card and ordering a replacement. Communicate clearly about any follow-up steps, including timelines for receiving the new card, and ensure they know how to reach out for further assistance.

Upon identifying a potential fraud trend, the first step is to gather as much data and context as possible about the situations involved. Next, report this information to your manager or the fraud prevention team promptly to investigate the trend further. Collaborating with the relevant departments is crucial to devise strategies for mitigating risks and ensuring client safety. Document your observations and any corrective actions taken to provide a clear record for further analysis.

In previous roles, I have handled various account maintenance procedures, including processing new card applications, managing replacements, and executing PIN orders. I am familiar with the documentation required for these processes and understand the importance of accuracy and compliance with regulations. My approach is detail-oriented, ensuring that every step is followed to prevent errors and facilitate smooth operations, ultimately creating a great client experience.

In a fast-paced banking environment, prioritization is critical. I like to start by assessing the urgency and impact of each task. Customer inquiries and complaints typically take precedence, followed by account maintenance issues based on their complexity. Time management tools and clear communication with team members also help to keep track of ongoing tasks. By staying organized and focused on the most critical items, I can ensure that our clients receive timely and efficient service.

Building strong client relationships starts with effective communication and active listening. I strive to understand clients' needs deeply and provide personalized support. A follow-up to ensure their issues are resolved satisfactorily goes a long way in establishing trust. Additionally, I believe in being proactive by providing useful information on products and services that may benefit them. Engaging with clients through multiple channels also allows for stronger connections.

When discussing compliance with federal regulations, I would adopt a straightforward yet friendly approach. It's important to explain the reasons behind these regulations and how they protect clients' interests, without overloading them with jargon. I would encourage questions to ensure they feel informed and comfortable. Providing examples of the regulatory processes in action, such as how disputes are handled, can also clarify the importance of compliance while reinforcing client confidence in our trusted services.

I have experience handling fraud disputes through careful investigation and client interactions. Initially, I gather all relevant information regarding the dispute through an open dialogue with the client. From there, I follow established procedures to document the claim, analyze transaction data, and communicate any necessary steps. My priority is to resolve disputes efficiently while keeping the client informed throughout the process, ensuring a reassuring and positive experience.

Staying organized while managing multiple client requests requires having a reliable system in place. I use task management tools to prioritize and track incoming requests. By categorizing tasks based on urgency and complexity, I ensure prompt responses to high-priority issues. Scheduled check-ins throughout the day help me reassess priorities and ensure nothing falls through the cracks, allowing for seamless client service in a busy banking environment.

Teamwork is essential for the success of a Debit Card Operations Specialist. Collaboration with colleagues ensures that issues are resolved efficiently and that we provide consistent information to clients. Sharing insights and strategies allows the entire team to improve service quality and react quickly to trends, such as fraud. Supporting one another and communicating openly also fosters a positive work environment which ultimately translates to better client service.

I am particularly drawn to the Debit Card Operations Specialist role at Banner Bank because of the bank's strong reputation for client service and community involvement. The opportunity to work in an environment that values helping others aligns with my personal and professional beliefs. I'm excited about contributing to a team that emphasizes collaboration and improvement while also being part of a respected institution with over 130 years of experience in the financial sector.