The Financial Service Representative, Online Functions is primarily responsible for member correspondence received through Online Banking, including, but not limited to, card and account inquiries, card disputes, travel notices, Overdraft Privilege opt-in requests, and stop payments.

Additionally, this role serves as a back-up for all things (ODP) Overdraft Privilege. The associate ensures that all tasks are performed with accuracy, attention to detail, and in compliance with regulatory standards.

• Member Assistance & Support: Provide timely, efficient, and courteous service to members and branch associates while maintaining a high standard of professionalism. Conduct any necessary research to resolve member issues effectively, ensuring high satisfaction and trust.
• Dispute Management: Assist in the submission of incoming member disputes in a timely manner; ensuring credit union compliance with industry standards.
• Compliance & Regulatory Awareness: Maintain a strong understanding of the Electronic Funds Transfer Act (Regulation E), Visa requirements for Consumer Liability for Unauthorized Transactions, and Error Resolution processes. Regularly review and stay up-to-date on regulations, ensuring the department’s processes comply with legal standards.
• Overdraft Privilege Program: Maintain a high-level working knowledge of all responsibilities to effectively work the tasks associated with ODP to enable completing all functions in a back-up capacity.
• Procedure Review & Improvement: Actively contribute to improving the efficiency of desk duties, ensuring that all department processes align with best practices to meet current and future needs.
• Communication & Coordination: Maintain regular communication with members and other departments through telephone, email and any other correspondence tools provided by the credit union; responding promptly to inquiries and resolving issues related to departmental responsibilities. Ensure clear, concise, and accurate information is provided in all correspondence.
• Cross-Functional Knowledge & Responsiveness: Maintain a working knowledge of all relevant functions within the Financial Operations Department, including Fair Debt Collection Practices, credit union policies, and procedures, while responding to incoming phone calls in a knowledgeable and helpful manner.
• General Departmental Support: Perform any other tasks or projects assigned by management, ensuring all duties are completed accurately, within specified deadlines, and in alignment with the organization’s strategic objectives.

• A high school diploma or equivalent is required. Additional certifications or training in banking, finance, or related fields are preferred.
• 2+ years of experience in a credit union or retail banking environment, with a focus on dispute resolution, fraud detection, or similar financial services is preferred.
• Ability to independently conduct research on accounts, transactions, or inquiries, and provide clear summaries and actionable recommendations.
• Excellent verbal and written communication skills are essential to effectively interact with members and fellow associates. Ability to explain complex account related information in a clear concise, and professional manner.
• Detail-oriented and highly organized with the ability to manage multiple tasks simultaneously. Must be able to prioritize effectively and meet deadlines without compromising accuracy.
• Proficient in Microsoft Excel, Word, and other office software. Experience with fraud detection software and online banking tools is a plus.
• Willingness to participate in ongoing product, process, and policy training to stay current with industry changes. Ability to adapt to new tools and methods as the financial landscape evolves.
• Ability to perform in a fast-paced environment, maintaining accuracy and professionalism while meeting individual and department deadlines.

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.