Support Services Representative - Cards/ATM

POSITION: SUPPORT SERVICES REPRESENTATIVE – CARDS/ATMS

CLASSIFICATION: HOURLY / NON-EXEMPT

REPORTS TO: AVP, SUPPORT SERVICES 

DIRECT REPORTS: NONE – INDIVIDUAL CONTRIBUTOR

COMPENSATION: $28.00 - $35.00 DOE 

PRIMARY OBJECTIVE: The Support Services Representative is responsible for day-today support of Members and branch operations staff with administrative processes involving payment systems, products and services. Ensure members receive timely and accurate quality service, in accordance with policies and procedures. Ensure the credit union operates efficiently and accurately. Responsible for the lifecycle of credit, debit, and ATM cards, including issuance, maintenance, and fraud mitigation. Provide member support, order new/replacement cards, handle fraud claims, and ensure compliance with regulations. Responsible for the operational health, security, and member service of ATM/ITM fleets - investigate fraud, process disputes (Reg E), reconcile daily transactions, and troubleshoot technical or hardware issues. Ensures maximum machine uptime while complying with security protocols.

PRINCIPAL DUTIES AND RESPONSIBILITES, INCLUDE BUT ARE NOT LIMITED TO:

• Perform various Error Resolution functions, including but not limited to tracking and processing of all ATM/Debit/ACH claims, chargeback processing, and CUNA submissions according to Error Resolution procedures outlined in Regulation E.
• Perform various Payment Systems functions, including but not limited to resolving member card disputes, card recovery after loss or left, card orders, and monetary adjustments.
• Perform other various Deposit Operations functions including but not limited to Returned Deposited Items, member account research and adjustments

Plastic Cards - Key Responsibilities

• Card Management: Order, reissue, block, and activate credit/debit cards.
• Member Service: Act as a primary contact for card inquiries, lost/stolen reports.
• Fraud Mitigation: Monitor for suspicious activity, process fraud claims, and work directly with card processors (e.g., VISA, CO-OP).
• System Maintenance: Update member records, process card adjustments, and manage instant-issue card inventory.
• Compliance: Maintain working knowledge of regulations and audit procedures

ATM - Key Responsibilities

• Operational Support: Monitor ATM network availability, handle cash replenishment reconciliation, and manage daily transaction balancing.
• Dispute & Fraud Management: Research and resolve ATM/debit card fraud and transaction disputes according to Regulation E/Z.
• Technical Troubleshooting: Coordinate with vendors for hardware maintenance and troubleshoot software/network issues (e.g., STAR/CO-OP).
• System Maintenance: Perform file maintenance for card ordering and instant issue cards.
• Compliance: Maintain compliance with ADA regulations, security protocols, and AML/BSA regulations.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand as necessary.

POSITION REQUIREMENTS

• At least 3 years’ previous experience in financial institution operations, specifically handling plastic cards or electronic services and with ATM network operations, ACH, Zelle and debit/credit card processing.
• Technical knowledge with ATM hardware, software, and EFT networks. 
• Working knowledge of payment systems and card operations and familiarity of regulations affecting operations.
• Strong regulatory knowledge and understanding of Regulation E, Regulation CC, and NACHA rules.
• Strong attention to detail and sense of urgency. 
• Excellent written and verbal communication skills for problem-solving to assist members and branch staff with escalated issues.
• System Knowledge: Familiarity with credit union core systems (e.g., Keystone, Symitar) and card processing platforms (e.g., CO-OP, Visa)
• Software: Proficiency in Microsoft Office (Excel, Word) and card management systems.