Electronic Services Specialist ll

Position Summary

The role of the E-Services Representative is to process transactions and exception items originated through electronic channels and provide phone and e-mail support to both internal and external members for items originated through electronic channels such as ACH, Wires, Share Drafts, ATM, Debit and Credit Card transactions and electronic payment products such as CU Wallet, RDC, Bill Pay, Instant Payments, P2P payments, and Funds Transfer.  Individuals must be self-directed, motivated and have the ability to meet deadlines. The representative must also be willing to take ownership and be proactive in finding creative solutions to problems when they arise.

Duties and Responsibilities

• Process electronic exceptions items related to Share drafts, ATM Check Deposits, ACH debits and credits, and SEG exception payroll.
• Initiate outgoing wire transfers and post incoming wire transfers via Payments Exchange and/or Fedline Advantage.
• Provide phone and e-mail support to internal and external members.  Must be able to troubleshoot problems and provide solutions that meet the member’s needs.
• Monitor, review and facilitate electronic transactions for members through multiple channel admin sites including but not limited to: CU Wallet, Funds Transfer, Peer-to-Peer Payments, Remote Deposit Capture, Home Banking, Bill Pay and online payments.
• Work with the VP of E Services, IT, internal stakeholders and  third-party business partners to implement new projects and updates, request enhancements, and improve functionality of the organization’s digital channels.
• Provide monthly reports and track trends across channels to the VP of E Services and internal stakeholders.
• Balance daily and monthly general ledger accounts. Post manual entries as deemed necessary to member’s accounts to prevent losses to the credit union.
• Upload and download transaction, payment, and image files.
• Process and issue new and replacement debit and credit cards.
• Review reports related to ATMs, Credit and Debit Card portfolio.
• Monitor card compromises and provide member notification when appropriate.
• Prepare monthly reports related to ATM and card program performance.
• Monitor monthly vendor billing and department invoices.  Provide explanations for variances of monthly general ledger balances.
• ATM maintenance and service including monitoring the daily performance for our proprietary ATM’s.
• Proactively write procedures for E-Services and branch operations staff.
• Comply with BSA regulations when performing all job requirements, and stay abreast of updates/requirements of BSA/OFAC/CIP through completion of training courses assigned annually by supervisor.
• Serve as backup for Fraud Specialist
• Perform other duties as assigned.

Knowledge

• General understanding of Credit Union membership.
• Knowledge of related computer applications.

Skills

• Computer skills with the ability to handle extensive data entry in an accurate and timely manner.

• Attention to detail and accuracy.

• Organizational skills.

• Analytical skills.

• Customer service skills.

• Professionalism and tact.

• Excellent written and verbal communication skills

Abilities

• Ability to work under general supervision to accomplish goals and meet deadlines.
• Ability to multitask
• Ability to maintain confidentiality with member information.

Experience

• 2 or more years of related experience in electronic payments with a financial institution.

Education

• High school diploma or its equivalent.