Electronic Services Rep II

PURPOSE OF JOB: 

FPCU’s Electronic Services Representative provides external Member and internal Partner support as it relates to ACH, Bill Pay, Drafts, RDC, Wires and Digital Banking. Fosters a culture that reinforces a best-in-class member service experience, coupled with a can-do attitude of teamwork and collaboration, with the goal of delivering upon our mission of Building Lifetime Financial Partnerships. 

ESSENTIAL RESPONSIBILITIES: 

• Consistently provides a best-in-class level of service and is committed to increasing member satisfaction.
• Utilizes strong listening, communication and problem-solving skills while diplomatically handling and/or resolving Member issues.
• Provides technical support and troubleshoots Member issues arising from FPCU’s digital products such as digital banking, Adroid and iOS mobile app’s, ACH, Bill Pay, RDC, and Zelle.
• Balances and maintains GLs.

• Acts as primary liaison between credit union and external vendors, i.e. Bill Pay

• Reviews and validates remote deposit captured items for CAR/LAR and/or missing endorsement.
• Proficiently covers/backs up the following specialized desks: drafts/atm settlement.

• Finds alternatives and solutions to problems and errors while limiting risk to the credit union.

• Works in collaboration with Risk Management to research and resolve fraud claims arising from account takeover in digital channels. 

• Develops and uses expert/specialized knowledge of all operational processes, compliance requirements, regulations, policies and procedures to fully complete tasks accurately, timely and in compliance with defined Service Level Agreements. 

• Able to identify operational improvements and efficiencies.
• Executes other duties as assigned. 
• Ability to work in a team environment and independently.
• We share a collaborative obligation to ensure that we conduct ourselves in the utmost ethical manner and that we hold each other accountable to the values and standards of the organization.  Every Partner has the responsibility to ask questions, seek guidance, and report concerns and/or violations of company policy or ethical standards.  Financial Partners has several processes in place to communicate with leadership and expects that partners will have a commitment to integrity and uncompromising values.

EDUCATION/EXPERIENCE:

One-year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.  Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.