Electronic Services Specialist (Glendale)

General Summary:

Under general supervision, resolves electronic funds transfer and card disputes consisting of unauthorized use of account information, lost, stolen, and counterfeit cards, as well as merchant or card transaction errors.  Processes EFT research and adjustments, chargebacks, representments, arbitration and compliance cases. Balances, reconciles, and settles the daily card transactions.  Completes general ledger entries, reconciliations, incoming correspondence and inquiries via mail and telephone.  Serves as the liaison between the credit union and third-party vendors.

Principal Accountabilities (95%):

• ACH and Payment Processing - Assists with ACH processing, origination maintenance, stop payments and disputes.  Processes checks, payroll deductions, and related balancing.


• Card Fraud and Error Resolution – Provides provisional credits to member accounts; reviews ATM journals and receipts, or other documentation for disputed items; processes chargebacks, representments, files pre-arbitration and compliance cases; and reviews files for final results of the disputed items. Assists with risk mitigation by analyzing fraud trends and participating in fraud rule creation.


• Daily Card Settlement – Balances, reconciles, and settles the daily card transactions; processes and posts exceptions; and posts GL entries within internal system.


• Daily General Ledger Reconciliations – Balances and reconciles assigned general ledgers; and makes adjustment entries. Enters member check or adjustment items.


• Processes Shared ATM Network Adjustments – Adjusts member accounts and non-member deposits for rejected and returned checks; enters adjustments within applicable system to other financial institutions; sends letter and mails check to member or other financial institution. Reviews ATM deposited checks for altered/fictitious and non-negotiable items, and large check deposits to place required holds per guidelines.


• Internal Support and Member Service – Provides support to all branches, departments, and members via telephone; handles incoming inquiries from branches and departments regarding card maintenance, disputes, or general inquiries about card issues, including internal alerts and communicating suspect transaction activity on member accounts for all services supported.


• Wire Funds Transfers – Provides support for funds transfer servicing, performing and verifying outgoing domestic and international wires, validating approver signing authority and limits. Can lead and complete primary wire processing duties when volumes or staffing requires assistance.

Secondary Accountabilities (5%):

• Performs other duties assigned.


• Complies with BSA requirements as commensurate with position.

Position Requirement and Qualifications 

Abilities: Excellent ability in organization, problem-solving, analysis, communication, multi-tasking, adaptability, research, technical skills, customer service, general-ledger balancing, and to handle a high volume of work.

Knowledge, Education, Certifications, Licenses: Working knowledge of accounting principles; Visa Online, Visa DPS, DNA, Nautilus, and similar systems; Microsoft Office programs and applications; and wire processing or equivalent required.  Good working knowledge of Visa Operating Rules and Regulation E, and NACHA rules. General knowledge of credit union products, services, policies and procedures.  High School Diploma or equivalent required. 

Experience:  Requires a minimum two to three years of experience in electronic funds transfer and card services methods and systems, with at least two years’ experience with dispute processing in a financial institution of equivalent to gain the necessary knowledge, skills and abilities to handle all aspects of the position.

Working Conditions and Physical Demands: Work is performed in a general office environment.  This position does not require significant physical efforts.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.  Refer to the Credit Union’s Employee Handbook & Resource Guide.