What are the responsibilities and job description for the Electronic Services Representative II (Anaheim, CA) position at Wescom Credit Union?
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Current Wescom Employees: Please visit the Career Center in Workday to search and apply for a current job opening.
We value and rely on the unique talents and contributions of our employees to absolutely excel in member engagement by Delivering Signature Experience.
Salary Grade:
155N
Salary Pay Range for This Position:
$28.69 - $41.63
POSITION SUMMARY:
Provides service and technical support on ATM, ATM Networks, PIN-based Point-of-Sale (POS), and PINLess transactions, related systems and procedures to Wescom Credit Union members and other internal departments. Serve as a resource for Wescom member research requests, dispute resolution, settlement, and balancing. Excellent communication skills and member service abilities are required as position requires relaying complex information that will not always be easily accepted. This role will provide direction and support to Wescom team members, and vendor partners. Contributes to department and credit union objectives and acts in accordance with Wescom’s core values and mission. Possesses expertise of ten plus systems/applications, extensive knowledge of Regulations and Network Operating Rules and Regulations. Participates in projects, such as mergers, conversions, RPA, while also identifying and implementing operational efficiencies and member facing enhancements.
ESSENTIAL POSITION FUNCTIONS:
Provides exceptional service to Wescom members and credit union team. Resolves difficult issues which often require creative and service-oriented decision making. Makes appropriate financial decisions to waive fees, finance charges and write off transactions.
Maintains and adheres to internal and external member service standards, Wescom Core Values and Mission Statement.
Performs a variety of complex tasks which may include (but are not limited) to general ledger reconciliation, cash management for ATM’s, network balancing, third party cash vendor vault and Fed Cash orders, transaction dispute processing.
Maintains expertise of several systems including: Symitar, Genesys, FISERV, eSTAR Station, TWS, FDR, OnBase, CO-OP Network Data Navigator, Diebold’s NetOp and MyDiebold.
Possesses expertise with network rules and regulations, policies and procedures related to ATMs, PIN-based Point-of-sale (POS), PINLess card activities ATM cards and Visa Debit Cards.
Participates in/coordinates special projects as needed, reviews, researches and implements process improvements and efficiencies coupled with member facing enhancements. Including but not limited to Robot Process Automation (RPA).
Provides monthly statistical reporting to department management outlining detailed payment activity and performs quality assurance.
Participates in the ongoing support of mergers, conversions, and processing conversions.
Performs other related duties as assigned or requested.
KEY CONTACTS:
Inside Contacts Frequency
Wescom Front-Line Staff As Required
Wescom Members As Required
Computer Operations As Required
Programming As Required
Wescom Accounting/Finance As Required
Outside Contacts Frequency
Vendor Partners Daily
Other Financial Institutions Daily
EDUCATION, EXPERIENCE, SKILLS AND ABILITIES:
High School Diploma Or Equivalent Experience Required.
Previous financial industry and customer service experience preferred.
6 months as an Electronic Services Rep I, or 2 years financial services experience.
General understanding of ATM systems and hardware, Regulation E, and shared network adjustment systems.
Ability to analyze Data, balance figures, compile Data, and set and meet deadlines.
Use all systems required to perform job. Guide new co-workers performing similar work. Prepare reports, emails, and member letters. Write procedures. Oral presentations.
Fluent in English. Second Language Desired.
COMPUTER SKILLS:
Proficient in Microsoft applications (Word, Excel, Outlook). Must be proficient in technology applications including the Credit Union’s operating system and specialized software required for performance of position.
MATHEMATICAL SKILLS:
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rates, ratios and percentages.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms, climb or balance, stoop kneel, crouch, crawl; talk or hear and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
WORK ENVIRONMENT:
This position may qualify as Remote or Hybrid with a home base at one of Wescom’s offices. The Remote or Hybrid status may be discontinued by Wescom in its sole discretion at any time and for any reason or no reason, with or without notice by Wescom or Employee.
The work environment characteristics described here are representative of those an employee encounters while performing functions of this job.
The noise level in the work environment is moderately quiet. It is a non-smoking environment.
The above job requirements are representative of minimum levels of knowledge, skills, and abilities. The marginal functions have not been included. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job description in no way implies that these are the only duties to be performed. An employee will be required to follow any other job-related instructions and duties as requested by the supervisor and/or management.
If you are applying for a Hybrid/Remote position, please note applicants are required to reside within our Wescom service areas which are defined as the following counties: Los Angeles, Orange, San Bernardino, Riverside, Ventura, Santa Barbara, San Diego, Imperial ,Fresno, Kern, Kings, Madera, Merced, Mariposa, Monterey, San Benito, San Joaquin, San Luis Obispo, Santa Cruz, Stanislaus and Tulare counties.
Current Wescom Employees: Please visit the Career Center in Workday to search and apply for a current job opening.
We value and rely on the unique talents and contributions of our employees to absolutely excel in member engagement by Delivering Signature Experience.
Salary Grade:
155N
Salary Pay Range for This Position:
$28.69 - $41.63
POSITION SUMMARY:
Provides service and technical support on ATM, ATM Networks, PIN-based Point-of-Sale (POS), and PINLess transactions, related systems and procedures to Wescom Credit Union members and other internal departments. Serve as a resource for Wescom member research requests, dispute resolution, settlement, and balancing. Excellent communication skills and member service abilities are required as position requires relaying complex information that will not always be easily accepted. This role will provide direction and support to Wescom team members, and vendor partners. Contributes to department and credit union objectives and acts in accordance with Wescom’s core values and mission. Possesses expertise of ten plus systems/applications, extensive knowledge of Regulations and Network Operating Rules and Regulations. Participates in projects, such as mergers, conversions, RPA, while also identifying and implementing operational efficiencies and member facing enhancements.
ESSENTIAL POSITION FUNCTIONS:
Provides exceptional service to Wescom members and credit union team. Resolves difficult issues which often require creative and service-oriented decision making. Makes appropriate financial decisions to waive fees, finance charges and write off transactions.
Maintains and adheres to internal and external member service standards, Wescom Core Values and Mission Statement.
Performs a variety of complex tasks which may include (but are not limited) to general ledger reconciliation, cash management for ATM’s, network balancing, third party cash vendor vault and Fed Cash orders, transaction dispute processing.
Maintains expertise of several systems including: Symitar, Genesys, FISERV, eSTAR Station, TWS, FDR, OnBase, CO-OP Network Data Navigator, Diebold’s NetOp and MyDiebold.
Possesses expertise with network rules and regulations, policies and procedures related to ATMs, PIN-based Point-of-sale (POS), PINLess card activities ATM cards and Visa Debit Cards.
Participates in/coordinates special projects as needed, reviews, researches and implements process improvements and efficiencies coupled with member facing enhancements. Including but not limited to Robot Process Automation (RPA).
Provides monthly statistical reporting to department management outlining detailed payment activity and performs quality assurance.
Participates in the ongoing support of mergers, conversions, and processing conversions.
Performs other related duties as assigned or requested.
KEY CONTACTS:
Inside Contacts Frequency
Wescom Front-Line Staff As Required
Wescom Members As Required
Computer Operations As Required
Programming As Required
Wescom Accounting/Finance As Required
Outside Contacts Frequency
Vendor Partners Daily
Other Financial Institutions Daily
EDUCATION, EXPERIENCE, SKILLS AND ABILITIES:
High School Diploma Or Equivalent Experience Required.
Previous financial industry and customer service experience preferred.
6 months as an Electronic Services Rep I, or 2 years financial services experience.
General understanding of ATM systems and hardware, Regulation E, and shared network adjustment systems.
Ability to analyze Data, balance figures, compile Data, and set and meet deadlines.
Use all systems required to perform job. Guide new co-workers performing similar work. Prepare reports, emails, and member letters. Write procedures. Oral presentations.
Fluent in English. Second Language Desired.
COMPUTER SKILLS:
Proficient in Microsoft applications (Word, Excel, Outlook). Must be proficient in technology applications including the Credit Union’s operating system and specialized software required for performance of position.
MATHEMATICAL SKILLS:
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rates, ratios and percentages.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms, climb or balance, stoop kneel, crouch, crawl; talk or hear and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
WORK ENVIRONMENT:
This position may qualify as Remote or Hybrid with a home base at one of Wescom’s offices. The Remote or Hybrid status may be discontinued by Wescom in its sole discretion at any time and for any reason or no reason, with or without notice by Wescom or Employee.
The work environment characteristics described here are representative of those an employee encounters while performing functions of this job.
The noise level in the work environment is moderately quiet. It is a non-smoking environment.
The above job requirements are representative of minimum levels of knowledge, skills, and abilities. The marginal functions have not been included. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job description in no way implies that these are the only duties to be performed. An employee will be required to follow any other job-related instructions and duties as requested by the supervisor and/or management.
If you are applying for a Hybrid/Remote position, please note applicants are required to reside within our Wescom service areas which are defined as the following counties: Los Angeles, Orange, San Bernardino, Riverside, Ventura, Santa Barbara, San Diego, Imperial ,Fresno, Kern, Kings, Madera, Merced, Mariposa, Monterey, San Benito, San Joaquin, San Luis Obispo, Santa Cruz, Stanislaus and Tulare counties.
Salary : $29 - $42
