ATM & Card Services Associate

Company Details


Bank of Marin, voted by our employees as one of the “Best Places to Work” in the North Bay Business Journal, is seeking an ATM & Card Services Associate to join our Consumer Services team at either our corporate office in Novato or our administrative office in Rancho Cordova.

The ATM & Card Services Associate will be required to act as the central and primary resource for all internal/external clients and will effectively discuss all ATM and Card services and exceptions. This person will be responsible to compute, classify, record, and verify various Card and ATM items in conjunction of

Bank policy and regulatory requirements. This person will provide support and have the ability to solve problems by providing sound information to branches/customers with respect to card issuance and maintenance, Mobile Wallets, ATMs, fraud prevention and error claims with minimal supervision.

Essential Job Functions:

Provide prompt, courteous service to the customers, employees and departments of Bank of Marin, promoting professionalism, confidentiality, and the desire to assist.

Process and respond to action items and customer communication generated via telephone and online, as well as customer service and inter-departmental e-mail; prepare customer and inter-departmental communication as needed.

Consistently and accurately:

Validate ATM/Visa Debit card orders and maintenance in conjunction with Bank policy and regulatory requirements

Review, log and validate PIN Selection Agreements in conjunction with Bank policy and regulatory requirements

Analyze, process and resolve ATM/Visa Debit card corrections required from all levels of Retail Staff to ensure audit, compliance, policy and regulation requirements are met

Review ATM/Visa debit card address changes and validate/identify Red Flag regulation requirements

Analyze, process and resolve Fraud Alert notifications for ATM/Visa debit cards

Process Surcharge Split Report for Private Banking customers

Complete accurate statistical logs daily

Analyze, process and resolve corrections identified on the Card Issue Reject report and on the

PIN Issue Reject report

Review and process corrections identified on the Unpostable Transactions report

Provide card, ATM, Mobile Wallet and Fraud Alert support to internal and external clients, by providing strong, experienced and timely responses

Support Department by assisting coworkers during peak periods or vacations

Collect and validate necessary supporting signatures and required documentation when handling requests, exceptions and reports

Document and report identified problems timely to supervisor/manager

Analyze processes and procedures to identify inefficiencies and provide recommendations

May train and provide technical guidance to other staff on services, operations and regulatory requirements

Accurately receive and document error/dispute claims received in conjunction with Bank policy and regulatory requirements and timeframes

Analyze transactions for potential fraud and customer service issues and independently resolve exceptions timely within the Settlement Manager Issuer

Other duties as assigned

Job Skills/Additional Requirements:

Knowledge of applicable Banking Systems and Operating systems

Knowledge and experience with bank operations policies and procedures

Knowledge and experience of banking rules and regulatory requirements, including but not limited to

Regulation E, J, CC and Visa rules

Ability to communicate verbally and in writing in a clear and concise manner with internal and

external clients

Ability to interpret and apply governing regulations and banking rules appropriately

Ability to independently utilize various resources available to research questions and problems

Ability to understand the impact and effect each entry will have on customers and bank

Strong skills in entering data on a computer with speed and accuracy

Ability to meet the demands of a fast paced deadline oriented environment

Ability to stay on task with complex repetitive work and complete within required timeframes

Attention to detail and the ability to accurately perform large volumes of work and phone calls

Ability to provide exceptional customer service and telephone skills

Excellent verbal and written communication skills

Strong analytical and mathematical aptitude

Ability to work independently and with fellow employees

Proficient working with Microsoft Excel, Word and Outlook

Ability to solve problems with an open and positive attitude toward finding solutions to challenges presented

Ability to collect necessary supporting signatures and required documentation when handling any exception

Ability to utilize resources available such as FIS Client Support, other departments or branches to resolve problems or assist with support and project requests

Ability to utilize and maintain procedures for assigned department responsibilities

Professional /Educational Experience:

6 months – 1 year related experience and/or training.

High school diploma or general education degree (GED) and/or one year certificate from college or

technical school; or equivalent combination of education and experience.

Bank of Marin is a commercial community bank and a growing public company with career advancement opportunities. We offer competitive compensation and comprehensive benefit programs including medical, dental, vision, 401K, profit sharing and employee stock ownership plans. This is a full-time position, working Monday – Friday; the Bank is closed on weekends.

Bank of Marin is an equal opportunity employer. EOE AA M/F/Vet/Disability

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