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Electronic Services Rep II

 

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.

 

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.

 

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