Electronic Services Representative

Electronic Services Representative La Loma Federal Credit Union - 3.9 Loma Linda, CA Job Details Full-time $22 - $25 an hour 3 hours ago Benefits Health insurance Dental insurance Paid time off Vision insurance Qualifications Authentication Cash amount verification Inventory control Phone communication Processing cash transactions De-escalation techniques Attention to detail Quality control Fraud prevention and detection Documentation Handling Client interaction via phone calls

Full Job Description Department:

Electronic Services Reports To:

Electronic Services Manager (or designated supervisor)

FLSA:

Non-Exempt Location:

Call Center Schedule:

Standard business hours

Pay Range:

$22.00 - $25.00 Position Summary The Electronic Services Representative provides high-quality member support through phone and digital channels while performing account servicing, new account support and maintenance, card servicing and maintenance, dispute/chargeback processing, fraud claim handling, digital banking support, and on-site ATM balancing/replenishment. This role ensures accuracy, compliance, and an exceptional member experience through strong ownership, documentation, and timely follow-through. Essential Duties and Responsibilities Member Service and Account Servicing Deliver consistently professional, member-focused service on inbound/outbound interactions; resolve issues accurately and timely. Educate members on credit union products and services and recommend solutions that fit member needs (service-first approach). Open and process new accounts and complete account maintenance (as authorized), ensuring proper documentation and verification. Support loan application intake and referral by gathering required information, setting expectations, and routing to the appropriate lending team. Process member transactions and loan payments received by mail and complete related research and follow-up. Operate the teller platform/terminal as needed for mail processing and related exceptions. Card Services, Disputes, and Fraud Provide end-to-end support for debit/credit/ATM card services including maintenance, account updates, and member inquiries. Process and manage lost/stolen card reports, card replacements, and card maintenance requests. Handle cardholder disputes/chargebacks and fraud claims with accuracy, documentation, and adherence to timelines and procedures. Manage compromised card lists and support risk-mitigation actions as assigned. Maintain card inventory controls (tracking, issuance support, documentation) and complete required card services reporting. ATM Operations (On-site Public ATMs) Balance, replenish, and maintain on-site ATMs at the call center location in accordance with dual-control procedures, logs, and established security requirements. Document ATM activity accurately, research differences, and escalate exceptions timely per procedure. Coordinate service needs and outage/incident reporting as assigned. Digital Banking and Electronic Servicing Support digital servicing needs (as assigned), such as access troubleshooting, digital feature support, and electronic service requests. Ensure appropriate authentication, documentation, and escalation for higher-risk requests. Documentation, Controls, and Quality Follow all procedures, internal controls, and documentation standards for account servicing and card servicing activities. Maintain accurate notes, case documentation, and task follow-through to support quality control and audit readiness. Escalate member complaints, exceptions, and high-risk situations per procedure and within required timeframes. Required Qualifications 1-3+ years of member/customer service experience in a financial institution, call center, or comparable environment. Strong communication skills, professional phone presence, and ability to de-escalate and resolve issues. High attention to detail with proven ability to follow procedures and meet time-sensitive deadlines (especially dispute/fraud timelines). Ability to manage multiple priorities, document accurately, and follow through independently. Comfortable handling cash controls and balancing activities as required for ATM responsibilities. Preferred Qualifications Experience supporting card services, disputes/chargebacks, fraud claims, ATM balancing/replenishment, or digital banking support. Credit union experience and familiarity with regulated operational controls and audit expectations.

Pay:

$22.00 - $25.00 per hour

Benefits:

Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person