Support Services Coordinator

FLSA Status: Full-Time Non-Exempt

Hours of Work: Monday - Friday 8:00a-5:00p, Monday-Friday 8:15a-5:15p (Rotation)

Reports to: Support Services Supervisor

Pay Grade: 7; $22.00 - $25.00 an Hour

Benefits:

-Paid Holidays

- Birthday Time Off

- On Demand Flexible Pay Checks

-$1,000 Employee Referral Incentive

-Medical, Vision, Drug, and Dental coverage

-401(K) Retirement Plan and Defined Benefit Cash Balance Retirement Plan

-Paid Time Off

-Weekends Off

-Educational Reimbursement

-Flexible Spending Plan and Options with Aflac

-Life & Long-Term Disability Insurance

-Employee Loan Discount

-Gym Wellness Reimbursement

Role

Responsible for the maintenance of the daily operations of the credit union’s clearing programs.

Major Duties and Responsibilities

25%

Processes daily ACH debits and credit and posts manual payroll. Takes appropriate action relating to exceptions, settlement entries, referral maintenance, and receivables for the share draft and ACH programs. Verifies and files ACH stop payments and notifies and resolves posting discrepancies and errors with supervisor, and makes required corrections. Monitors and completes daily tasks of negative share draft accounts related to Member Privilege using the Trakker program. Prepare and mail letters relating to insufficient share draft accounts.

25%

Receives, reviews, files, and shreds all VISA reports, takes appropriate action as necessary, and provides member assistance to VISA inquiries and file maintenance. Clears ATM and VISA check card posting exceptions. Handles visa card disputes and initiates chargebacks for various reason codes including fraud. Maintains adequate supply of plastic card blanks, verifies card orders, and reissues cards to members. Responsible for verification of VISA and ATM card orders. Assist with card-related escalated calls transferred from the Contact Center.

20%

Maintains thorough knowledge of policies and procedures related to the share draft, VISA, ACH, and payroll programs; develops and recommends changes and enhancements to the existing policies and procedures of these programs.

20%

Assist with Mobile Check Deposit item review and other eservices correspondence and requests. Reviews ATM deposit balances for all ATMs and acts as an intermediary for branch balancing discrepancies. Handles shared deposit item returns.

10%

Maintains adequate supply of materials associated with the services and programs supported by the Support Services department.

Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Experience

6 months experience in a financial institution.

Education/Certifications/Licenses

A high school degree or GED is required.

Interpersonal Skills

Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 20 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise. May be required to work from home.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.