Electronic Coordinator

Role:

Supports the daily operation of the Credit Union’s electronic banking and payment services while providing quality service and assistance to members and internal staff. This position assists with routine processing and maintenance related to Digital Banking services, ACH and Share Draft processing, debit/credit/ATM card services, wire transfers, Remote Deposit Capture (RDC), Bill Pay, Zelle, and other electronic services platforms.

Provides member support for electronic banking products and services, processes routine requests and exceptions, maintains related records and system information, and assists with operational monitoring and issue resolution. This position also serves as backup support for the Electronic Services Analyst and other Operations Department functions while gaining knowledge of electronic services operations and procedures.

Essential Functions and Responsibilities:

• Provides members with information, assistance, and troubleshooting support related to digital banking, card services, and electronic payment services.
• Assists members with the use of Digital Banking services, including E-Statements, Bill Pay, Zelle, ACH Account-to-Account (A2A) transfers, Remote Deposit Capture (RDC), and related electronic services.
• Maintains member account information and electronic services profiles within applicable systems.
• Assists with issuing, blocking, renewing, and maintaining debit, credit, and ATM card accounts in accordance with Credit Union procedures.
• Assists members with routine inquiries regarding electronic transactions, account statements, card activity, and digital banking services.
• Processes routine member requests for stop payments, disputes, and monetary adjustments in accordance with established procedures.
• Assists with monitoring and processing exceptions, returns, adjustments, and notifications related to drafts, ACH transactions, card services, and other electronic services.
• Processes Draft and ACH stop payment requests and ensures proper documentation and system maintenance.
• Assists with ACH processing functions, including returns, notifications of change (NOCs), and related operational tasks in accordance with NACHA rules and Credit Union procedures.
• Assists with wire transfer processing and verification procedures in accordance with established policies.
• Assists with ATM terminal processing, balancing, settlement, and issue resolution.
• Monitors electronic services queues, reports, and alerts and escalates issues to the appropriate department or supervisor as needed.
• Contacts vendors, processors, and third-party service providers regarding routine operational issues and service requests under management guidance.
• Maintains electronic services records, reports, files, and documentation in an organized and accurate manner.
• Assists with implementation, testing, maintenance, and support of electronic banking products, services, and system enhancements.
• Assists with annual Abandoned Property due diligence and required reporting.
• Performs other job-related duties as assigned.

Performance Measurements:

• Process all card requests within two (2) hours of receipt, with zero errors.
• Block all identified accounts within ten (10) minutes of receiving notice.
• Coordinate credit and debit card settlements according to established policies and procedures.
• Provide prompt, informed and accurate service and support to all members and associates by responding to email, messages, and other correspondence within two (2) hours.
• Develop and maintain knowledge of all relevant policies and procedures to ensure compliance with applicable regulations.
• Produce and distribute credit card convenience checks in accordance with credit union procedures.
• Troubleshoot and resolve member and internal inquiries in a timely and accurate manner.

Knowledge, Skills, and Abilities:

Experience: 6 months to two years of similar or related experience, financial services industry preferred. Zelle experience preferred.

Education: A high school education or GED.

Interpersonal Skills: A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.

Other Skills: Ability to interpret regulations and laws and disseminate information. Ability to organize and prioritize work and meet deadlines. Strong verbal, written and public speaking skills and interpersonal skills. Knowledge of regulations within the credit union industry. Strong word processing skills.

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to use hands to finger, handle, or feel objects, tools, or controls. The employee is occasionally required to stand, walk, and talk or hear.

The employee must occasionally lift and/or move up to 30 lbs. Specific vision abilities required by this job include close vision and the ability to adjust focus.