Electronic Services - ATM/Debit Specialist

This position requires daily, in-person, attendance.

POSITION FUNCTION: 

Under general supervision of the Electronic Services Officer, but following existing policies and procedures as well as all applicable banking laws and regulations, is responsible for providing operational support for the ATM/Debit and Electronic Services Department. Provide high level customer service to internal and external customers for all electronic services including but not limited to: ATM/MasterCard Debit Cards, ATM Terminals, Online Banking, Bill Pay, Mobile Banking, Remote Deposit Capture, eStatements, and Telephone Banking. 

ESSENTIAL FUNCTIONS:

1. Operational Support – Assist with all customer calls and emails regarding ATM/Debit card activity. Assist customers with Online Banking, Bill Pay, and Telephone Banking questions and problem calls and emails. Process and submit customer issues to CoCC eBanking/ Digital Banking Team or Fiserv Client 360 for technical support, as needed.
2. ATM/MasterCard Debit Cards – Perform routine maintenance to card records including: Name, Address & Phone Number changes; Debit Card limit increases; Add, change or delete account numbers; ATM/Debit card ordering. Update card status including: Flag cards as lost/stolen; Deactivate cards as directed by Deposit Operations; Answer customer questions regarding card transactions; Provide troubleshooting to customers regarding debit card issues; Update the system with messages regarding debit cards. Monitor daily reports for accuracy and ensure within compliance of departmental procedures and take appropriate action where needed.
3. Daily Balancing – Perform daily balancing and settlement of ATM and debit card transactions. Research and resolve any transaction exceptions.
4. Fraud Monitoring – Review daily fraud case reports. Initiate customer contact for any cases that could not be resolved by the fraud call center.
5. Compromised Cards – Manage compromised card lists including closing cards; ordering replacement cards; and contacting customers.
6. Online Banking/Bill Pay – Assist customers in the online banking enrollment process. Help customers with questions and issues regarding online banking and bill payment. Assist in research of bill payment transactions using CheckFree software application. Process eStatements requests, address changes, and stop payments. Will help monitor message center within iBanking. Contact the Digital Banking Team at COCC to resolve any Online Banking or Fiserv Checkfree for bill payment issues.
7. Telephone Banking – Assist customers with questions regarding Telephone Banking. Reset PINs as needed for customers. Contact the eBanking Team at COCC to resolve any system issues. 
8. Electronic Services Department Backup – Will cross train, and in the absence of other members of the department will cover general daily tasks.

ADDITIONAL REQUIREMENTS/RESPONSIBILITIES:

1. 1-3 years banking experience, preferably in an Electronic Services Department.
2. Familiarity with Windows-based computer required. Previous experience with the Microsoft Office suite and banking-related software preferred.
3. Working directly with the public – ability to deal directly, on the phone with the public, following the Bank’s Customer Service Standards. 
4. Establishing and maintaining interpersonal relationships – developing constructive and cooperative working relationships with others and maintaining them over time.
5. Ability to work independently and complete assigned projects with minimum supervision. Ability to troubleshoot customer inquiries effectively. 
6. Good organizational skills and ability to comprehend job duties and follow through to completion.
7. Must be a self-starter, assume responsibility, display initiative, make and act upon decisions within the scope of assigned authority.
8. Must be detail oriented and be able to multi-task.
9. Regular and predictable attendance and punctuality.
10. Performs or completes special projects as assigned. 

PHYSICAL DEMANDS:

1. Hand dexterity required to operate Computer Terminal and/or related equipment.
2. Eye coordination required to operate Computer/Teller Terminal.
3. Drives to and attends meetings.
4. Moves around bank, between levels or floors while performing duties.
5. Lifts supply boxes and places in storage areas.
6. Sitting at desk or computer work station for periods of time.
7. Lifts books, records, etc.
8. Speaks and listens to customers and explains bank services.