Electronic Services Specialist (On-Site)

Job Description

Job Description

PURPOSE: Provide our members with electronic services such as ATMs, debit cards, TRISM instant issue, mobile apps and NetTeller. Offer support to branches when dealing with member. Additional Call Center staffing. Assisting members with requests for services or information.

RESPONSIBILITIES AND DUTIES

• Answer all incoming phone calls
• Assisting all members and employees with various requests
• ATM/Debit cards, order, reissue, instant issue and update information
• Add, delete and verify accounts for Online services/Mobile app and answer questions from members and branch employees
• Pull reports/forms from OnBase or Print Control – disputes and various reports
• Working Synapsys events – new card orders, terminal request changes, etc.
• Incoming Member calls- approve or deny Samsung, Android or Apply Pay via MasterCard Admin site
• Status cards lost or stolen and help branches complete proper paper work
• Bill Payment Investigations/Support, Emails-Internet, Online Services support
• Assisting the branches with TRISM, printers and Instant issue problems
• Mobile banking support, OTP resets, travel alerts via email
• Call members if needed to initiate or resolve possible fraud, PIN or issues in general with the account
• Member Service is top priority
• Sort and deliver mail to the appropriate individuals 2 times a day
• Monitor accounts for abuse, fraud or errors and reporting to Electronic Services Manager
• Assist in ATM balancing procedures
• Check on offsite ATM terminals out of service & proceed accordingly
• Processing returned cards in mail
• To look for errors and cash outages
• Process charge backs for ATM and Debit MasterCard disputes
• Report Fraud to CUNA and MasterCard International
• Process various compare files

EDUCATION AND EXPERIENCE

 Financial institution experience preferred
 6-12 months of call center experience
 High School diploma or equivalent
 Good math aptitude and data entry experience