Electronic Services - ATM/Debit Specialist

About the role

This full-time, in-person position provides operational support for the ATM/Debit and Electronic Services Department under the general supervision of the Electronic Services Officer, adhering to existing policies, procedures, and all applicable banking laws and regulations.

Responsibilities

• Operational Support – Assist with customer calls and emails regarding ATM/Debit card activity, Online Banking, Bill Pay, Mobile Banking, Remote Deposit Capture, eStatements, and Telephone Banking. Escalate technical issues to CoCC eBanking/Digital Banking Team or Fiserv Client 360 as needed.
• ATM/MasterCard Debit Cards –
  • Perform routine maintenance on card records (name, address, phone number changes, debit card limit increases, account updates).
  • Order, update, or deactivate ATM/Debit cards; flag lost/stolen cards.
  • Answer customer questions and troubleshoot debit card issues.
  • Monitor daily reports for accuracy and compliance; take corrective action as needed.
• Daily Balancing – Perform daily balancing and settlement of ATM and debit card transactions; research and resolve exceptions.
• Fraud Monitoring – Review daily fraud case reports; contact customers for unresolved cases.
• Compromised Cards – Manage compromised card lists, including closing cards, ordering replacements, and contacting customers.
• Online Banking/Bill Pay –
  • Assist customers with enrollment, troubleshooting, and issue resolution.
  • Process eStatements requests, address changes, and stop payments.
  • Monitor the iBanking message center; escalate issues to the Digital Banking Team at COCC or Fiserv CheckFree.
• Telephone Banking – Assist customers with Telephone Banking questions; reset PINs; escalate system issues to the eBanking Team at COCC.
• Department Backup – Cross-train to cover general daily tasks in the absence of other department members.

Requirements

• 1–3 years of banking experience, preferably in an Electronic Services Department.
• Familiarity with Windows-based computers; experience with Microsoft Office and banking-related software preferred.
• Strong customer service skills for direct public interaction (phone and in-person), adhering to the Bank’s Customer Service Standards.
• Ability to build and maintain interpersonal relationships.
• Self-starter with initiative, able to work independently with minimal supervision and troubleshoot customer inquiries effectively.
• Detail-oriented, organized, and capable of multitasking to follow through on duties.
• Regular and predictable attendance and punctuality.

Physical Demands

• Hand dexterity to operate computer terminals and related equipment.
• Eye coordination for computer/teller terminal use.
• Mobility to move around the bank, including between floors.
• Ability to lift supply boxes and records.
• Prolonged sitting at a desk or workstation.
• Verbal communication with customers to explain bank services.

Pay

$20.50 – $25.00 per hour.