Electronic Fund Transfer Services Specialist
Position Number: EFT Services
Location: San Jose, CA
Under minimal supervision, the EFT Services Specialist I/II is primarily responsible for tasks such as, processing outgoing/incoming wire transfers, ACH exception processing, ACH daily file processing, handling/processing checkcard/ATM inquiries, claims and adjustments related to ATM/POS transactions. This includes the timely processing and reporting of checkcard charge backs, processing of all Regulation E claims, monitoring and reviewing of all CO-OP reports, follow-up on EFT originated overdrafts and authorizations, balancing all applicable EFT Services department general ledger accounts - researching and resolving any accounts that are out of balance and responding to/addressing member communications.
Supports other service departments on member issues that require immediate resolution. Also, supports/works with TCU’s Cash Management department in servicing our business member clients. The position handles special member service projects and preparation of reports/analyses as assigned to effectively meet member and Credit Union needs.
Research and resolve all EFT Services general ledger accounts – maintain in balance and provide documentation as requested/required for reconciliation. Daily review of each GL account within the job assignment required.
Process and respond to member EFT/ACH claims. Thoroughly research/investigate all claims and requests. Process ATM/POS disputes in accordance with Regulation E and properly close easch claim. Compose correspondence and contact members by the phone/email/mail as applicable.
Process and communicate with the CO-OP on fraudulent transactions, charge backs, representments and photo requests. Post provisional credits and process charge backs in accordance with Regulation E timeframes.
Prepare and submit claims to CUMIS for the recovery of fraudulent transactions.
Process all card requests – Pull requests, FedEx requests. Submit requests to card vendor for processing/special handling. Communicate with Financial Center and Member Contact Center staff as to status of request, provide tracking information as requested.
Assist with monitoring of all card inventories at card vendor – coordinate order/re-order of inventory
as needed for daily and monthly issues and re-issues of plastic cards. Respond to vendor requirements.
Assist with Cards on the Spot inventory requests – process requests for cards to be sent to financial centers on the COTS system and maintain EFT Services vault inventory in balance.
Review all daily CO-OP monitor and settlement reports. Contact members as appropriate.
Daily responsibilities include but are not limited to:
• Enter fraud cases into D3 as applicable, prepare file with required documentation and escalate as appropriate to Enterprise Risk Management personnel
• Assist with daily wire (outgoing & incoming) processing
• Process daily Returned Deposited Items (RDIs)
• Enter Travel Notifications
• Falcon alerts
• Research of any outstanding issues (wires, service requests, member requests, general ledger outages, ACH disputes/issues, etc.)
• Providing additional department assistance during periods of other staff PTO
Communicate with members both internal and external operating policies and procedures on loan and share draft accounts.
Perform work requiring the use of judgment and discretion in making decisions to satisfy member needs. Investigate and resolve difficult member requests beyond the scope of subordinate personnel.
Follows and adheres to established service standards.
Provide functional support to the sales and service activities of the Credit Union.
Promote the sales of the Credit Union's products and services to members as opportunities arise.
Attend presentations and workshops as appropriate.
Supports the Credit Union’s Mission & Vision and Lives the Tech CU Values (Accelerate, Collaborate, Innovate, & Cultivate).
Meets on a monthly basis with manager to discuss goal alignment, performance metrics, and development plans.
Adheres to Policy & Procedure put forth in employee handbook; upholds employee Code of Conduct/Ethics, and ensures confidentiality of the workplace.
The employee will comply with all rules and regulations as defined by applicable regulatory agencies. The employee will also adhere to all internal controls and security measures designed to ensure regulatory compliance with State and Federal laws.
Typically has at minimum:
Education: H.S. Diploma required, A.A. degree in business or accounting desirable. Individual has taken courses in related financial services areas necessary to maintain position proficiency.
Experience: Specialist Level I: 1 to 3 years’ experience in financial institutions, including exposure to member/customer services cash handling, accounting, procedures and operations.
Experience: Specialist Level II: 4 to 5 years’ experience in financial institutions, including exposure to member/customer services cash handling, accounting, procedures and operations. Additionally, must have proficiency within all areas of the department.
Knowledge/Skills: Knowledge of VISA, ACH and Regulation E required. In-depth knowledge of credit union financial operations and Symitar system, Data Navigator (CO-OP), and personal computer skills: Microsoft Word and Excel. Excellent organizational and written/verbal communications skills. Possess awareness of credit union back office service operations, rules, regulations, policies and procedures. Strong service and ability to work independently with TCU departments.
Physical Requirements: Ability to sit 85% of the day. Keyboard and read computer screen for 95% of time during which one is seated. Occasionally lifts boxed files weighing up to 30lbs. Move about the department approximately 15% of the day.
THIS POSITION DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THE INCUMBENT EMPLOYEE. HE OR SHE MAY BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES/PROJECT RESPONSIBILITIES AS DIRECTED BY HIS OR HER MANAGER.
Starting Pay Range: