Electronic Services Specialists

Location: Glendale, CA
Date Posted: 05-14-2018
General Summary
Under general supervision, resolves card signature-generated disputes consisting of unauthorized use from lost, stolen and counterfeit cards, as well as merchant or cardholder discrepancies.  Processes all chargebacks, representments, and handles all arbitration and compliance cases.  Balances, reconciles and settles the daily card transactions.  Completes card general ledger, reconciliations, incoming correspondence and inquiries via mail and telephone.  Serves as the liaison between the credit union and third-party vendors.
Principal Accountabilities
  • Card Fraud and Error Resolution – Provides provisional credits to member accounts; orders sales drafts, ATM journal receipts, or other documentation for disputed items; processes chargebacks, representments, files pre-arbitration and compliance cases; and, reviews files for final results of the disputed items.
  • Daily Card Settlement – Balances, reconciles, and settles the daily card transactions; processes and posts exceptions; and, posts GL entries within internal system.
  • Daily General Ledger Reconciliations – Balances and reconciles assigned general ledgers; and, makes adjustment entries. Depositing member check or adjustment items.
  • Processes Shared ATM Network Adjustments – Adjusts member accounts for returned checks; makes adjustments within applicable system to other financial institutions; sends letter and mails check to member or other financial institution.
  • Internal Support and Member Service – Provides support to all branches, departments, and members via telephone; handles incoming inquiries from branches and departments regarding card maintenance, disputes or general inquiries about card issues.
  • Wire Funds Transfers – Provides support for funds transfer servicing; performing and verifying outgoing domestic and international wires, validating approver signing authority and limits. Can lead and complete primary wire processing duties when volumes or staffing requires assistance.
Position Requirement and Qualifications
Abilities:    Excellent ability in organization, problem-solving, analysis, communication, multi-tasking, adaptability, research, technical skills, customer service, general-ledger balancing, and to handle a high volume of work.
Knowledge, Education, Certifications, Licenses: 
Working knowledge of accounting principles; VROL, CATS, DNA, OnBase, and similar systems; Microsoft Office programs and applications; and, GFX wire processing or equivalent required.  Good working knowledge of Visa Operating Rules and Regulation E, General knowledge of credit union products, services, policies and procedures.  High School Diploma or equivalent required. 
Depending on level, requires a minimum two to three years of experience in electronic funds transfer and card services methods and systems, with at least two years experience with dispute processing in a financial institution of equivalent to gain the necessary knowledge, skills and abilities to handle all aspects of the position.
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