Electronic Services Representative

Description

Job Title: Electronic Services Representative Department: Electronic Services

Reports to: Electronic Services Manager Classification: Non-Exempt

Job Summary:

The Electronic Services Representative plays a crucial role in maintaining the smooth operation of various back-office processes that support Electronic Services product offerings. These offerings include credit and debit cards, digital and online banking services, as well as ITMs and ATMs. The representative ensures that these routine processes are performed efficiently and effectively. Additionally, they assist in addressing member questions and inquiries, resolving electronic account-related issues, and troubleshooting problems that impact members. This often involves collaborating with internal partners to find solutions and ensure a seamless experience for members. 

Duties/Responsibilities:

Knowledge and Participation

• Understands Credit Union operations.
• Maintains knowledge of Credit Union products and services.
• Attends meetings as required.

Electronic Services Operations

• Provides expert support for member-facing personnel in resolving complex member problems related to digital banking services.
• Serves as the SME for issues related to online banking, mobile app, and debit and credit cards.
• Processes bookings for credit and debit cards.
• Fulfills requests from Member Service Consultants (MSCs) for new credit and debit cards by inputting relevant data into the Velera system.
• Sends member welcome letters and disclosures for credit cards.
• Manages the work ticket queue for online banking, mobile app, and card-related items.
• Maintains administrative and working knowledge of all digital services.
• Performs online banking, credit, and debit card system file maintenance, including issuing daily debit cards, reissuing cards, and mass monthly reissues.
• Establishes Member Loyalty Reward accounts and tracks on spreadsheet.
• Books and reconciles credit card balance transfers.
• Works on reports related to inactivation and enrollment of online banking.
• Updates daily member information.
• Provides frontline support for instant issue debit and fulfill requests for card supplies at branches while maintaining accurate balances within instant issue card supply.
• Performs assigned accounting and related clerical support functions, including reconciling general ledger accounts.
• Creates and updates various daily and month-end reports.
• Serves as backup for Senior Digital Service Specialist or Senior Electronic Service Representative when needed.

Required Skills/Abilities:

• Strong understanding of digital banking services.
• Excellent problem-solving skills and ability to serve as an SME.
• Proficiency in using the Velera system for data input.
• Effective communication skills for sending member welcome letters and disclosures.
• Ability to manage and prioritize work ticket queues.
• Experience with file maintenance activities for online banking, credit, and debit card systems.
• Familiarity with establishing and tracking Member Loyalty Reward accounts.
• Competence in booking and reconciling credit card balance transfers.
• Ability to work on reports related to inactivation and enrollment of online banking.
• Proficiency in updating daily member information.
• Experience with instant issue debit cards and maintaining accurate balances.
• Accounting and clerical support skills, including reconciling general ledger accounts.
• Ability to create and update daily and month-end reports.
• Flexibility to serve as backup for senior roles when needed.
• Excellent oral communication skills.
• Strong math skills to analyze account statements and explain calculations.
• Strong attention to detail in data-entry tasks.
• Organized approach to daily work and ET queue management.
• Patience with colleagues that are not at a minimum level of understanding of E/S topics.
• Proficient in MS Office applications.
• Knowledge of Electronic Services operating procedures.

WCCU/TCCU Values:

• Ensures that the work area is clean, secure, and well-maintained. Adheres to the Clean Desk Policy to ensure the security of the desk area. 
• Protects Credit Union information, products, services, and member privacy. 
• Maintains professional business relations with E-services members.
• Completes special projects and any other assigned tasks.
• Ensures effective working relations with other departments and provides assistance as needed.

Education and Experience:

• High school graduate or equivalent.
• One to two years of card processing experience.

Physical Requirements:

• Talking: Frequently required to convey detailed or important instructions or ideas accurately, loudly, or quickly.
• Average Hearing: Able to hear average or normal conversations and receive ordinary information.
• Repetitive Motion: Frequent and regular movements required using the wrists, hands, and/or fingers.
• Average Visual Abilities: Necessary to prepare or inspect documents or products or operate machinery.
• Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.

Employee signature below indicates the employee's understanding of the requirements, essential functions, and duties of the position.

Employee______________________________________ Date__________________