Support Services Representative - Card/ATM Services

Description

POSITION: SUPPORT SERVICES REPRESENTATIVE – CARD/ATM SERVICES

CLASSIFICATION: HOURLY / NON-EXEMPT

REPORTS TO: AVP, SUPPORT SERVICES 

DIRECT REPORTS: NONE – INDIVIDUAL CONTRIBUTOR

COMPENSATION: $25.00 - $35.00 DOE 

PRIMARY OBJECTIVE

The Support Services Representative is responsible for day-today support of Members and branch operations staff with administrative processes involving Cards and ATM networks. Ensure members receive timely and accurate quality service, in accordance with policies and procedures. Ensure the credit union operates efficiently and accurately.

PRINCIPAL DUTIES AND RESPONSIBILITES, INCLUDE BUT ARE NOT LIMITED TO:

CARDS AND ATM SERVICES KEY RESPONSIBILITIES

• PLASTIC CARDS - Perform various Error Resolution functions, including tracking and processing of all Debit and Credit card claims, chargeback processing, and CUNA submissions according to Error Resolution procedures outlined in Regulation E.
• Card Management: Order, reissue, block, and activate credit/debit cards.
• Member Service: Act as a primary contact for card inquiries, disputes and lost/stolen reports.
• Fraud Mitigation: Monitor for suspicious activity, process fraud claims, and work directly with card processors (e.g., Velera, Visa).
• System Maintenance: Update member records, process card adjustments, and manage instant-issue card inventory.
• Compliance: Maintain working knowledge of regulations and audit procedures
• ATM - Perform Deposit Operations functions including returned deposit items, disputes, member account research and adjustments.
• Monitor ATM network availability, handle cash replenishment reconciliation, and manage daily transaction balancing.
• Research and resolve ATM / Debit and Credit card fraud according to Regulation E.
• Coordinate with vendors for hardware maintenance and troubleshoot software/network issues (e.g., Star/Velera).
• Perform file maintenance for card ordering and instant issue cards.
• MEMBER SERVICES
• Troubleshoot service issues and coordinate with various departments in the identification and resolution of operational issues. Identifies situations impacting Members to determine and implement solutions in a timely manner to service both internal and external Members.
• Perform other various Card and ATM Services functions including but not limited to member account research and adjustments
• Research, resolve and respond to all Help Desk tickets as assigned, within 24 hours.
• COMPLIANCE AND SECURITY
• Maintain knowledge of and follow strict Bank Secrecy Act (BSA), Office of Foreign Assets Control (OFAC), and ADA regulations operating rules to prevent fraud.
• Participate in ATM / Debit and Credit card audits, regulatory examinations, and compliance reviews. 
• Other duties and responsibilities as assigned by the Credit Union, and within the department.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand as necessary.

Requirements

POSITION REQUIREMENTS

• Degree Requirements: Some college or Associate’s Degree in Business, Finance, or related field OR equivalent education and/or work experience.
• Experience required: 2 to 5 years of general financial institution background with specific back-office operations experience in handling plastic cards or electronic services and with ATM network operations, Zelle, and debit/credit card processing.
• Working knowledge with ATM hardware, software, Debit and Credit card operations and familiarity of regulations affecting operations
• Knowledge of bank clearing systems requirements and standard deposit processing practices.
• Strong regulatory knowledge and understanding of Regulation E and Regulation CC.
• Excellent member service skills along with a willingness to learn and expand responsibility.
• Familiarity and understanding of applicable banking laws and regulations affecting operations is required.
• Must have strong attention to detail, clear written and verbal communication, and problem-solving abilities for time-sensitive error resolution.
• Ability to work independently and make judgments on monetary transactions and Member service requests with little supervision.
• System Knowledge: Familiarity with credit union core systems (e.g., Keystone, Symitar) and card processing platforms (e.g., Velera, Visa)
• Software: Proficiency in Microsoft Office (Excel, Word, PowerPoint, Teams).