What are the responsibilities and job description for the E-Services Payment Specialist position at ASE Credit Union?
Role
Responsible for accurate and timely processing of member related issues with Electronic banking services. It includes a high level of incoming/outgoing member service calls to resolve the more complex issues. Act as a source of knowledge for department policies and procedures.
Major Duties and Responsibilities
Monitor, review, and support electronic services utilized by members. These services include but are not limited to: Online banking, mobile apps, mobile deposit, bill pay, wallet pay, Electronic Funds Transfers (EFTs) and debit and credit cards. Place stop payments on bill pay items as requested and monitor reports in addition to assisting members and staff with E-Service related issues.
Respond to secure messages in Online banking and research issues with Online banking, Mobile apps, Electronic Funds Transfers (EFTs) , mobile deposits, bill pay and debit/credit cards. Communicate with the proper vendors and staff to ensure a resolution and escalate issues through the appropriate channel when necessary.
Process card disputes and follow up with the vendor to ensure a timely resolution which includes member communication. Monitor accounts for fraud trends.
Maintain card records which includes but not limited to, increasing card limits, setting travel alerts, troubleshooting declines and managing risk cases.
Responsible for processing incoming and outgoing domestic and international wire requests.
Process daily credit card reports and maintain credit card records which includes but not limited to closing an account, limit and rate updates, removal of an account owner, and reporting declined applications.
Comply with all company policies, procedures, and service standards. Comply with all applicable laws and regulations.
All other job responsibilities as assigned by management.
Knowledge and Skills
ExperienceTwo to Five years of similar or related experience, including time spent in preparatory positions.
Education/Certifications/LicensesHigh school degree or GED required.
Interpersonal SkillsA significant level of trust and diplomacy is required to be an effective subject matter expert in the position. Ability to communicate information of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating, and/or advising others on matters of significance. Ability to develop and foster strong working relationships with team members and members to ensure we are achieving the overall mission and vision of the credit union. Incorporate core values into daily activities and decisions.
Other SkillsGood written and oral communication skills Time management skills Ability to prioritize and multitask Logic and reasoning skills Attention to detail Microsoft Office
ADA Requirements
Physical RequirementsIs able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on a computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.
Working ConditionsMust be able to routinely perform work indoors in climate-controlled shared work area with minimal to moderate noise.
Mental and/or Emotional RequirementsMust be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising the highest level of discretion on both internal and external confidential matters.
Nothing in this position description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
ASE Credit Union is an Equal Opportunity Employer