Position Overview
The Electronic Services Representative performs a variety of back-office operational and electronic banking functions that support credit union members, frontline staff, accounting staff, and the Electronic Services Department. This position is responsible for overseeing daily digital banking operations, ACH and payment processing, debit card administration, fraud mitigation, account maintenance, and transaction research. The Electronic Services Representative ensures accurate and timely processing, maintains compliance with internal procedures and regulatory requirements, minimizes operational risk, and delivers exceptional service to members and employees.
Key Responsibilities
· Accurately process and research ACH, check, and EFT exceptions and adjustments by established deadlines daily.
· Review and process ACH retail transfers daily.
· Review, process, and research ACH and check returns, ensuring timely resolution
· Provide support for fraud claims, investigations and adjustments involving debit cards, Zelle®, P2P payments, check fraud and other electronic payment channels.
· Manage debit card services, including card ordering, maintenance, replacement, and research related to member accounts and card activity.
· Research and process adjustments related to electronic funds transfer (EFT) errors.
· Process payroll and payroll changes for designated employee groups.
· Review operational reports, perform quality control reviews, maintain accurate records, and identify opportunities for process improvement
· Review and decision mobile deposit transactions submitted through Ensenta, ensuring compliance with credit union policies and risk guidelines.
· Review, verify, decision, and process online account applications.
· Support front-line staff as needed with member inquiries.
· Serve as the primary point of contact for member questions regarding electronic services, including online banking, mobile banking, debit cards, ACH transactions, and digital payment services.
· Assist the Accounting Department with research, reconciliation, and adjustments involving ACH, debit card and check transactions
· Cross-train in department functions to provide operational support and ensure business continuity.
· Participate in electronic services training sessions, webinars, and continuing education to remain current on industry regulations, products, and best practices.
· Perform other duties as assigned.
Qualifications
· Two or more years experience in a financial institution with a working knowledge of electronic payment systems.
· A high school diploma or the equivalent. Some post-secondary education preferred.
· Strong understanding of Windows and Microsoft Office (emphasis on Excel).
· Experience preferred with: Insight, Fiserv Card Services, Ensenta, Ibanking Admin, Partnercare and Compass
Personal Attributes
· Detail Oriented: Prioritize accuracy, thoroughness, and organization
· Communictive: Active listening and clear and concise communication
· Reliable: Consistently dependable, trustworthy, and able to be counted upon to perform as expected
· Organizational: Excels at planning, structuring tasks, and maintaining efficiency
Pay: $51,875.91 - $77,813.87 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Tuition reimbursement
- Vision insurance
Work Location: In person
