Electronic Services - ATM/Debit Specialist

Savers Bank•Southbridge, MA

1d•$21 - $25•Onsite

About The Position

This position requires daily, in-person, attendance. Under general supervision of the Electronic Services Officer, but following existing policies and procedures as well as all applicable banking laws and regulations, is responsible for providing operational support for the ATM/Debit and Electronic Services Department. Provide high level customer service to internal and external customers for all electronic services including but not limited to: ATM/MasterCard Debit Cards, ATM Terminals, Online Banking, Bill Pay, Mobile Banking, Remote Deposit Capture, eStatements, and Telephone Banking.

Requirements

1-3 years banking experience, preferably in an Electronic Services Department.
Familiarity with Windows-based computer required.
Working directly with the public – ability to deal directly, on the phone with the public, following the Bank’s Customer Service Standards.
Establishing and maintaining interpersonal relationships – developing constructive and cooperative working relationships with others and maintaining them over time.
Ability to work independently and complete assigned projects with minimum supervision.
Ability to troubleshoot customer inquiries effectively.
Good organizational skills and ability to comprehend job duties and follow through to completion.
Must be a self-starter, assume responsibility, display initiative, make and act upon decisions within the scope of assigned authority.
Must be detail oriented and be able to multi-task.
Regular and predictable attendance and punctuality.

Nice To Haves

Previous experience with the Microsoft Office suite and banking-related software preferred.

Responsibilities

Assist with all customer calls and emails regarding ATM/Debit card activity.
Assist customers with Online Banking, Bill Pay, and Telephone Banking questions and problem calls and emails.
Process and submit customer issues to CoCC eBanking/ Digital Banking Team or Fiserv Client 360 for technical support, as needed.
Perform routine maintenance to card records including: Name, Address & Phone Number changes; Debit Card limit increases; Add, change or delete account numbers; ATM/Debit card ordering.
Update card status including: Flag cards as lost/stolen; Deactivate cards as directed by Deposit Operations; Answer customer questions regarding card transactions; Provide troubleshooting to customers regarding debit card issues; Update the system with messages regarding debit cards.
Monitor daily reports for accuracy and ensure within compliance of departmental procedures and take appropriate action where needed.
Perform daily balancing and settlement of ATM and debit card transactions.
Research and resolve any transaction exceptions.
Review daily fraud case reports.
Initiate customer contact for any cases that could not be resolved by the fraud call center.
Manage compromised card lists including closing cards; ordering replacement cards; and contacting customers.
Assist customers in the online banking enrollment process.
Help customers with questions and issues regarding online banking and bill payment.
Assist in research of bill payment transactions using CheckFree software application.
Process eStatements requests, address changes, and stop payments.
Monitor message center within iBanking.
Contact the Digital Banking Team at COCC to resolve any Online Banking or Fiserv Checkfree for bill payment issues.
Assist customers with questions regarding Telephone Banking.
Reset PINs as needed for customers.
Contact the eBanking Team at COCC to resolve any system issues.
Cross train, and in the absence of other members of the department will cover general daily tasks.