Electronic Services Representative

Department: Electronic Services
Reports To: TBD (or designated supervisor)
FLSA: Non-Exempt
Location: Call Center

Schedule: Standard business hours

Pay Range: $21.00 - $24.00

Position Summary

The Electronic Services Representative provides high-quality member support through phone and digital channels while performing account servicing, new account support and maintenance, card servicing and maintenance, dispute/chargeback processing, fraud claim handling, digital banking support, and on-site ATM balancing/replenishment. This role ensures accuracy, compliance, and an exceptional member experience through strong ownership, documentation, and timely follow-through.

Essential Duties and Responsibilities

Member Service and Account Servicing

• Deliver consistently professional, member-focused service on inbound/outbound interactions; resolve issues accurately and timely.
• Educate members on credit union products and services and recommend solutions that fit member needs (service-first approach).
• Open and process new accounts and complete account maintenance (as authorized), ensuring proper documentation and verification.
• Support loan application intake and referral by gathering required information, setting expectations, and routing to the appropriate lending team.
• Process member transactions and loan payments received by mail and complete related research and follow-up.
• Operate the teller platform/terminal as needed for mail processing and related exceptions.

Card Services, Disputes, and Fraud

• Provide end-to-end support for debit/credit/ATM card services including maintenance, account updates, and member inquiries.
• Process and manage lost/stolen card reports, card replacements, and card maintenance requests.
• Handle cardholder disputes/chargebacks and fraud claims with accuracy, documentation, and adherence to timelines and procedures.
• Manage compromised card lists and support risk-mitigation actions as assigned.
• Maintain card inventory controls (tracking, issuance support, documentation) and complete required card services reporting.

ATM Operations (On-site Public ATMs)

• Balance, replenish, and maintain on-site ATMs at the call center location in accordance with dual-control procedures, logs, and established security requirements.
• Document ATM activity accurately, research differences, and escalate exceptions timely per procedure.
• Coordinate service needs and outage/incident reporting as assigned.

Digital Banking and Electronic Servicing

• Support digital servicing needs (as assigned), such as access troubleshooting, digital feature support, and electronic service requests.
• Ensure appropriate authentication, documentation, and escalation for higher-risk requests.

Documentation, Controls, and Quality

• Follow all procedures, internal controls, and documentation standards for account servicing and card servicing activities.
• Maintain accurate notes, case documentation, and task follow-through to support quality control and audit readiness.
• Escalate member complaints, exceptions, and high-risk situations per procedure and within required timeframes.

Required Qualifications

• 1–3+ years of member/customer service experience in a financial institution, call center, or comparable environment.
• Strong communication skills, professional phone presence, and ability to de-escalate and resolve issues.
• High attention to detail with proven ability to follow procedures and meet time-sensitive deadlines (especially dispute/fraud timelines).
• Ability to manage multiple priorities, document accurately, and follow through independently.
• Comfortable handling cash controls and balancing activities as required for ATM responsibilities.

Preferred Qualifications

• Experience supporting card services, disputes/chargebacks, fraud claims, ATM balancing/replenishment, or digital banking support.
• Credit union experience and familiarity with regulated operational controls and audit expectations.

Pay: $21.00 - $24.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Customer Service: 1 year (Preferred)
• Banking: 1 year (Preferred)
• Call center: 1 year (Preferred)

Work Location: In person