Electronic Service Specialist II

Title: Electronic Services Specialist II

Location: 1512 Coleman Rd.

SUMMARY:

Responsible for daily electronic services functions relating to digital banking, debit cards, credit cards, and prepaid cards. Provides prompt, professional, and courteous operational support to Retail branches, internal departments, and members, as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Provide prompt, professional, and courteous operational support to retail branches, internal departments, and members by answering questions, researching information, and providing solutions.
• Work with the digital banking provider, related third party vendors and other departments to report, manage, and resolve system functionality issues reported by members and internal staff in a timely manner.
• Review all periodic system updates for the digital banking platform. Complete testing scenarios, as needed. Work with internal departments affected by system updates to ensure proper notification and effective rollout to members and internal staff.
• Troubleshoot and resolve all member issues/inquiries submitted by retail branches and internal departments relating to digital banking and related third party vendors.
• Review, process, and balance mobile deposits daily.
• Balance and post daily settlements for debit cards and credit cards.
• Process and manage member debit card disputes from origination to closeout.
• Perform daily electronic services functions, including ATM balancing, general ledger suspense management, bill payment refunds, and phone payments.
• Process member travel notice requests for debit cards and credit cards.
• Process compromised card lists for debit cards and credit cards received from card servicing provider.
• Manage prepaid card plastic stock sold by retail branches.
• Ensure payroll deduction cards are setup correctly in the core processing system, submit the cards to the appropriate payroll department, and balance and schedule the payroll files.
• Back-up to Assistant Operations Manager to perform critical ACH functions, as needed.
• Assist with back-up duties for Senior Card Services Specialist to perform critical tasks, as needed.
• Cultivate and maintain appropriate relationships with members and co-workers.
• Actively participate in branch and all-staff meetings to maintain awareness of organizational issues and promotional campaigns; stay current on policies, procedures, and compliance.
• Attend training classes to continuously increase job knowledge and overall job performance to provide an increased level of service to our members. Take initiative for personal career development and seek opportunities to learn new skills.

PERFORMANCE STANDARDS:

Must be a well-organized, detail-oriented individual who can carry out the duties quickly and accurately. The person in this position can work independently and takes initiative as appropriate. A team spirit and the ability to work in a dynamic environment is essential. Always displays leadership ability plus a professional attitude.

SUPERVISORY RESPONSIBILITIES:

No supervisory responsibilities required.

MINIMUM REQUIREMENTS:

• Maintains a positive attitude with employees and members, and remains flexible while focused on accepted practices, policy, productivity, and effectiveness.
• Promotes awareness of the credit union mission and brand statement to the credit union membership.
• Abides by the Service Standards established by the credit union.
• Strong knowledge of financial products and services.
• Regular and predictable attendance.
• Excellent verbal and written communication skills to communicate professionally.
• Maintains a professional appearance in accordance with established dress code policy.
• Technological skills and knowledge, including computer literacy.

EDUCATION/EXPERIENCE:

Degree in business-related field preferred, plus three to five years' experience in a similar capacity at a financial institution. Equivalent combination of education and experience will be considered.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

LANGUAGE SKILLS:

Ability to read and interpret basic forms, accurate account entries and transactions, credit union documents, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and construct basic correspondence to communicate professionally with members. Ability to speak effectively by telephone with members or other employees of organization.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentages.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving variables in situations. In certain circumstances, problem resolution may require considerable diplomacy while dealing with difficult people.

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 stand for extend periods; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee must be able to speak and hear distinctly. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

The employee is required to stand, sit and walk; sometimes to climb or balance; stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 30 lbs.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. All essential functions are performed in an office setting. Temperatures in the climate-controlled office may fluctuate. Work area is sometimes noisy due to multiple member transactions. The noise level in the work environment is usually moderate. Employee may not be able to easily leave work area unless for a scheduled break.

MENTAL DEMANDS:

The mental demands for this position include: the need to be alert to member needs, to be resourceful in solving member problems, and to be very precise when updating member accounts. The employee must be able to deal with people effectively under adverse and/or stressful conditions.