• Card Services Specialist II

    ID
    2018-6252
    Job Locations
    US-CA-San Francisco
    Category
    Deposit Services
  • Overview

    First Republic is an ultra-high-touch bank that provides extraordinary client service. We believe that one-on-one interactions build lasting relationships. We move quickly to serve our clients’ needs so that their financial transactions are handled with ease and efficiency. Client trust and security are paramount in our line of business. Ultimately, our goal is unsurpassed client satisfaction which will lead to personal referrals – our number one source of new business. We recognize that our competitive advantage starts with our people and our culture. At First Republic, we work hard and move quickly as a very coordinated team. If you are looking for an opportunity to grow and contribute in a fun, fast-paced environment, First Republic is the place for you. We have exceptional people focused on providing extraordinary service.

    Responsibilities

    Responsible for day to day operations of the ATM Department whose responsibilities include: Processing Reg E claims, Cash Controls, Monitoring potential fraudulent ATM card activity, as well as overall support to banking offices for ATM, Cash Dispense Units, ACD Call Monitoring, ATM Inbox, Daily and Monthly GL Certifications, Pull Requests, Enfact, Procedures, Cross-Train and Magtek/QwuickCard Operations. Provide a high level of customer service, accountable team support, first call resolution, ensure all regulatory and bank security, policy and procedures are followed (i.e. identity of caller by industry standards, using proper verbiage, protecting account information, etc.). Assist on special projects. Provide support to other markets as needed.  

    • Provide Preferred Banking Office and client support relating to ATM/Debit Cards (i.e. Lost/Stolen, Replacements, and General Inquires). 
    • Provide technical support to Preferred Banking Offices and Diebold technicians in regards to ATMs, Cash Dispensing Units, and Magtek/Qwuick card equipment. 
    • Daily tasks includes: Monitor activity of  Off-site ATMs, Monitor potential fraudulent ATM card activity using eNfact reporting, Balance of daily ATM/Network settlement, Reconciliation of general ledgers, Cash control (Cash orders),  Log and/or destroy returned ATM/Debit cards. 
    • Other responsibilities: Prepare, research and/or audit client Regulation E Claims ensuring all disputes fall within FDIC, First Republic, and Visa rules and regulations, Process Visa merchant chargeback’s and exhibits,
    • Create cardholder notification letters, Maintain Reg E Data base and GL
    • Assist clients in Abridged and Auto Enrollments for Verified by Visa
    • ATM Installations: New Preferred Banking office  set-up, Assist an analyst or Diebold technicians with ATM Installs, conduct site-surveys at off-site facilities 
    • Meet internal/external service level standards
    • 5% or less abandoned call ratio 30 second or less/average speed to answer call
    • Cross train in the various functions within ATM  Operations and Assist with ATM analyst training
    • Satisfactory audit and desk checks
    • Complete project and tasks as assigned within allocated time frames
    • Ability to fill in and fully complete the job duties of an ATM analyst and making yourself available to others as needed.
    • Perform duties and responsibilities specific to department functions.
    • Perform other duties and responsibilities as required or assigned by supervisor.
      Responsibilities include the following:  1) adhering to and complying with the applicable, federal and state laws, regulations and guidance, including those related to Anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.) 2) adhering to Bank policies and procedures, 3) completing required training,  4) identifying and reporting suspicious activity to the AML Officer, and 5) knowing and verifying the identity of any customer(s) that enters into a relationship with the Bank. 

    Qualifications

    • Must have a minimum of 2 years experience in ATM Operations. 
    • Technical and operational knowledge of ATMs required. 
    • Card Management software experience preferred.
    • Must have excellent communication and team building skills. 
    • Project management experience is required. 
    • Working knowledge of Microsoft Word, Excel and PowerPoint a must.

    MENTAL/PHYSICAL REQUIREMENTS: 

     

    • The ability to learn and comprehend basic instructions; understand the meanings of words and respond effectively; and perform basic arithmetic accurately and quickly.
    • Vision must be sufficient to read data reports, manuals and computer screens.
    • Hearing must be sufficient to understand a conversation at a normal volume, including telephone calls and in person.
    • Speech must be coherent to clearly convey or exchange information, including the giving and receiving of assignments and/or directions.
    • Position involves sitting most of the time, but may involve walking or standing for brief periods of time.
    • Must be able to travel in a limited capacity.

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