Position Summary
The role of the E-Services Specialist is to support our electronic payment services such as Debit, Gift cards, ACH & Share Draft processing, SSA Notifications, Return Deposit Items, Check Adjustments, ATM/ITM processing, and Wires. Maintain a comprehensive understanding of policies, procedures, products, and services to effectively serve as a subject matter expert and provide phone and e-mail support to internal and external members for items originating through electronic channels. The ideal candidate will have values that reflect PrimeWay’s C.A.R.I.N.G values and will work enthusiastically to help the company realize our vision of creating “A place where people love to work and do business.” Individuals must be self-directed and motivated, have the ability to think critically, multi-task, and meet tight deadlines. The representative must also be able to identify trends that negatively impact member service and be proactive in finding creative solutions to solve problems when they arise quickly.
Duties and Responsibilities
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Use multiple systems and applications to perform daily system file maintenance required to ensure accurate member account records. Systems include but are not limited to Springboard, Keystone, Star Station, Tranzact, Card Wizard, Simplexes gift cards, Alogent, WireExchange, and MasterCard Connect.
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Process merchant capture checks.
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Process all incoming and outgoing wires (Domestic and International)
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Provide backup to ACH and Share Draft processing.
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Provide second-line phone and e-mail support to internal members for inquiries related to Debit and Gift cards, ACH, Wires, Share Drafts, Shared Branching adjustments, Online Payments and ATM/ITM processing.
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Post manual entries as necessary to member’s accounts to prevent losses to the credit union.
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Upload and download transaction, payment, and image files.
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Provide project support on departmental initiatives.
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Responsible for ensuring that all policy and procedural manuals are complete and accurate.
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Participates in the cross-training of team members.
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Comply with BSA regulations when performing all job requirements, and stay abreast of updates/requirements of BSA/OFAC/CIP by completing training courses assigned annually by the supervisor.
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Maintain integrity and ethics in all actions and conversations with or regarding credit union employees, operations, members, and their accounts.
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Perform other duties as assigned.
Knowledge
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General understanding of financial services and products.
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Basic working knowledge of rules and regulations specifically related to department functions, i.e., Regulation E, Regulation CC, Regulations D, CO-OP and Pulse network rules and regulations, Visa and MasterCard brand rules and regulations.
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Working knowledge of payment systems and flow of transaction settlement.
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Knowledge of related computer applications preferred.
Skills and Abilities
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Proficient computer skills with the ability to easily create and modify documents using Microsoft Office.
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Excellent written and verbal communication skills with the ability to effectively communicate with all organizational levels.
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Ability to effectively work in a fast-paced team environment.
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Ability to work effectively with people in a diverse environment that has deadlines where change is always possible and flexibility is required.
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Ability to quickly solve complex problems in a fast-paced environment
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Ability to work under minimal supervision to accomplish goals and meet deadlines.
Experience
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2 or more years of related experience in a financial institution.
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2 or more years specializing in (ACH) Automated Clearing House
Education
High school diploma or its equivalent.
ADA Requirements
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Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing/descending stairs in emergency situations. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on a computer for an average of 6-8 hours per day. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.