Department: Electronic Services
Reports To: Electronic Services Manager (or designated supervisor)
FLSA: Non-Exempt
Location: Call Center
Schedule: Standard business hours
Pay Range: $22.00 - $25.00
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: $22.00 - $25.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
