Electonic Services Specialist - Call Center

Summary/Objective:

Provide support to members and branch staff with debit card maintenance, instant issue questions, ATM Check Adjustments, and troubleshooting transaction processing issues. Manage the daily operations and reporting necessary to maintain a healthy debit card portfolio. Team members also provide member call center support.

Duties/Responsibilities:

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Answer incoming phone calls to assist members and employees with debit card related issues.
• Maintain, order, reissue, instant issue and update information for debit cards, to include lost or stolen status changes.
• Pull reports from various sources to maintain and monitor the debit card portfolio.
• Resolve service desk (SDP) tickets in a timely manner.
• Assist with approving or denying digital payment options to include digital wallets and tokens.
• Assisting the branches with instant issue software, printers and problems that may arise.
• Call members if needed to initiate or resolve possible fraud, PIN or issues in general with the account
• Monitor accounts for abuse, fraud or errors and reporting to Electronic Services Manager
• Managing Image Center ATM deposits

Supervisory responsibilities

None

Work environment

Office

Physical demands

Sitting for extended periods of time

Travel required

None

Required education and experience

• 12 months credit union or similar financial institution experience
• Knowledge of credit union policy and procedure
• High School diploma or equivalent
• Good math aptitude and data entry experience

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.