E-Banking and Card Services Support Specialist

Waterbury CT Teachers Federal Credit Union

Job Description

Job Title: Card Services/E-Banking Support

Department: Member Service

Reports To: VP – Member Experience

Supervises: None

Location: Middlebury Branch

NMLS: Not Required

FLSA Status: Non-Exempt

Level: 8

Date: September 2025

SUMMARY

Under general supervision and in compliance with Credit Union policies and procedures, assist with coordinating the Credit Union's Debit and Credit Card services and all remote banking services, ensuring that services are performing as expected.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned

Card Services:

1. Establish new account files and process daily account file maintenance as necessary on the credit card system.


2. Download and process daily Visa debit and credit card reports. Assist with research as necessary to resolve out of balance issues.


3. Process payment transaction, adjustments and reversals via monetary batches through the credit card system


4. Assist with monitoring all fraud reports and conduct investigations as needed. Prepare all entries necessary to track fraudulent transactions through the systems in an efficient and accurate manner.


5. Review daily accounts blocked report to process card account re-issues with FIS and Fiserv EFT.


6. Monitor activity on accounts blocked to ensure proper transfer of transaction(s) are processed.


7. Submit and follow up on completed chargebacks in Fiserv EFT system.


8. Enter provisional credits to members that have chargebacks pending. Send information to accounting department for provisional credits.


9. Assists members with questions/concerns with VISA billings, disputes, lost, stolen, or fraudulent accounts, etc., and bring to satisfactory resolution.

E Services:

1. Analyze and assist members with online banking issues including determining source of issue, guiding member to corrective action or contacting internal or external services to have issue addressed.

2. Respond to member online banking and other member service requests and inquiries received through secure email and general email.

3. Provide system usage reports to appropriate staff as requested.

4. Process member transactions such as web bill pay payment posting or ACH posting.

5. Assist with service tickets with online banking and mobile vendors.

NON-ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

No non-essential duties and responsibilities have been assigned.

SUPERVISORY RESPONSIBILITIES

Not normally required to supervise other employees.

CORE COMPETENCIES

1. Member service oriented. Understands importance of super-serving the membership. Independent, self-driven, collaborative personality.

2. Strong organizational skills, creative thinker, decision making insight, problem solver, "people" skills. Goes above & beyond for the department and the membership.

3. Proactive, positive, excellent communicator with exceptional writing skills. Communicates clearly and concisely to present ideas, facts and technical information.

4. Ability to read and interpret documents such as vendor release notes, operating and maintenance instructions, procedure manuals and consumer compliance regulations.

EDUCATION

1. High school diploma or equivalent. Bachelor or Associates degree preferred.

2. Working knowledge of online banking and mobile banking systems.

3. Previous experience working with plastic card back offices and associated software.

4. Proficient in the use of computers and computer software such as Microsoft Office (Word, Excel).

EXPERIENCE

1. Minimum two years of experience in a similar role or financial institution branch experience.


2. Financial institution IT experience a plus.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit; talk; or hear. The employee is occasionally required to stand; walk; use hands to finger; handle; or feel; reach with hands and arms; and stoop; kneel; or crouch. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision and depth perception.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.