Electronic Services Support Specialist

Primary Function

Provide operational support and cross‑functional back‑up for the Electronic Services department, including ACH Processing, Share Draft Processing, and Wire Transfers. This position assists with daily processing, exception resolution, and research while ensuring continuity of operations during absences, peak volumes, or special projects. The role requires strong attention to detail, adaptability, and a solid understanding of payment systems and regulatory requirements.

• Provide back‑up support for ACH Processing, Share Draft Processing and Wire Transfers to ensure uninterrupted departmental operations.
• Assist with daily transaction processing, exception handling and maintenance activities across multiple payment channels.
• Support internal partners and members by researching transactions and providing accurate, timely information.
• Assist with monitoring and reviewing accounts and transactions for potential fraudulent or suspicious activity.
• Escalate identified issues to management in a timely manner to support risk mitigation and member protection.
• Contact members who are potential scam victims to discuss identified risk; coordinate with Adult Protective Services or law enforcement when necessary and appropriate.
• Assist in regulatory and policy compliance requirements, including Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC), Anti‑Money Laundering (AML) and other compliance related policies.
• Other duties as assigned.

• Assist with ACH exception processing, stop payments, returns and dispute research in accordance with Regulation E and NACHA rules.
• Support ACH Originations and pre‑authorized payments when required.
• Assist with processing government ACH notifications, reclamations and related reports.

• Assist with processing share draft exceptions including returns, chargebacks, in clearing items, stop payments, and adjustments.
• Support Remote Deposit Capture (RDC) processing and review of ATM deposits.
• Assist with forged check claims and related documentation.

• Assist with initiating, reviewing, verifying, and researching incoming and outgoing wire transfers.
• Support wire‑related inquiries from branches, members, internal departments and financial institutions.
• Assist with verification calls and fraud monitoring related to wire activity.

• High School Diploma is required; associate degree or higher preferred.
• Minimum of 1‑2 years of experience in financial institution operations, payment processing or electronic services preferred.
• Working knowledge of ACH, share drafts/checks, and wire transfers preferred.

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one‑on‑one and small group situations to members, potential members and other partners of the organization. Bilingual is a plus.

A qualified individual must have the ability to add, subtract, multiply and divide in all units of measurement using whole numbers, common fractions, and decimals. Also required is the ability to compute rate, ratio, and percent.

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Ability to use computer software and operate all standard office machinery such as telephone, computer, printers, scanners, fax machine, and photocopier. Must be fully proficient in the use of the Microsoft Office products, especially Outlook, as well as the ability to learn and comprehend other computer software required to perform the job functions.

Regulatory and policy compliance requirements, including BSA, OFAC, AML and other compliance related policies. Maintains confidentiality with regard to non‑public information about members and the organization.

This job description does not imply that these are the only duties, including essential functions, to be performed by the individuals occupying this position. In addition, this job description is not an employment contract. The employment relationship with the individuals occupying this position remains “at will”.