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E-Services Specialist I

2 months ago

Santa Fe, New Mexico, United States State Employees Credit Union Full time
Job Description

Job Title: E-Services Specialist I

Reports to: E-Services Manager II

Supervises: N/A

Job Status: Non-Exempt

Job Grade: 7 - $20.72 Targeted Hourly Rate


Job Summary:

This role is responsible for overseeing current and future electronic delivery services to members. Services include debit cards, ATM cards, credit cards, instant issue, gift cards, mobile banking, remote deposit capture, online banking, and bill payment programs. The successful candidate will assist with the growth, operational management, and profitability of programs, focusing on migrating manual transactions and calls to electronic channels.

Key Responsibilities:

  • Provide E-Services assistance and support to members and internal staff.
  • Review and process daily debit and credit card reports for fraud, disputes, batch submissions, etc.
  • Input Enfact/Falcon travel notifications, Tran blockers, and update and close Enfact/Falcon cases for credit and debit card services.
  • Process maintenance and changes for debit cards, including inputting new cards, limit increases, expedition of cards, card status changes, etc.
  • Process ATM and debit card instant issue requests.
  • Process monthly debit card expiration report.
  • Provide assistance and support with debit and credit card disputes.
  • Process maintenance and changes for credit cards, including inputting new cards, limit increases, expedition of cards, card status changes, etc.
  • Provide assistance and support for business credit cards.
  • Assist the accounting department with credit card reversals and questions.
  • Provide assistance, support, troubleshooting, and escalate issues with all E-Services products and services, including Card Valet, MobilePay, and Mobiliti.
  • Provide assistance and support with Bill Pay and Pop Money.
  • Process returned mail, update card logs, and send to appropriate branches.
  • Provide assistance and support for online banking, training, and assistance with diagnosing the root cause to member issues for services such as UChoose Rewards, Online Access Plus, and Bill Pay.
  • Process daily, monthly, and annual tasks associated with management of online banking services.
  • Review and approve mobile deposits utilizing the Credit Union's policies and procedures to minimize risk to our members and the Credit Union; place necessary holds, assist with returns, etc.
  • Provide full assistance and support for Mobile Deposit.
  • Assist with special projects and implementations related to E-Services.

Requirements:

  • Able to maintain high accuracy and thoroughness when executing tasks.
  • Effective verbal and written communication skills, with the ability to communicate information in an approachable manner.
  • Self-starter, able to independently assess priorities and deliver high-quality results.
  • Analytical and organizational skills.
  • Must have knowledge of office machines and equipment, be able to type, and have proficient use of Microsoft Office Suite products.
  • Possess active listening skills, understand the points being made, and present solutions as necessary.
  • Patient, tactful, enthusiastic, and positive attitude toward the staff, members, and general public.
  • Job-related travel - as required.

Education/Experience:

Education or experience equivalent to a High School diploma or G.E.D certificate, in addition to 1-2 years of banking, financial operations, or related experience.

General Requirements:

Must be capable of executing all terms and conditions set forth in the Employee Handbook, including but not limited to:

  • Work in a safety-conscious manner, ensuring that safe work practices are used to avoid posing a risk to self or others in the workplace.
  • Adhere to policy on Drug-Free Workplace.
  • Comply with company policies and procedures and local, state, and federal regulations.

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer.

Some standing, walking, kneeling, stooping, bending, and lifting.

Must be able to lift up to 15 pounds at times.

Must be able to access and navigate each department at the organization's facilities.