The Operations Support Representative I is responsible for the processing, delivering, balancing, and problem-solving associated with all areas in Card Support and services offered to the membership. This role exhibits proficiency in the majority of the essential job duties and responsibilities below.

Essential Job Duties and Responsibilities

• Consistently meet all Shell FCU Service Commitments; Shell FCU Employee Creed and Shell FCU Service Distinctions
• Accountable to maintain knowledge of and comply with all applicable rules and regulations required within the scope of duties, including, but not limited to, the Bank Secrecy Act
• Required to attend annual training sessions as instructed or scheduled
• Perform job duties and responsibilities in compliance to Shell FCU policies, procedures, philosophy and standards of performance
• Must take the initiative to assist with problem solving, troubleshooting and provide support in any area of the department as needed
• Provide exceptional service and de-escalate difficult situations when needed
• Assist team members when de-escalation is unsuccessful to further diffuse difficult situations
• Debit Card Processing (Issuance, Maintenance, and Research)
• Debit Card Settlement
• Debit Card Transaction Disputes
• Debit Card Marketing
• ATM Card Processing (Funding, Maintenance, and Research)
• ATM Card Settlement
• ATM Cash Settlement
• Issue or reclaim provisional credit, submit chargebacks, record write-offs, and contact merchants when necessary to complete a service request or investigation
• Digital banking support for department related services
• Submit Bond Claims for Debit Card and ATM Losses
• Analyze and interpret various debit card and ATM card reports
• Provide Card Services support through E-mail, Message Programs, and Phone for CU employees and members
• Assist with identifying and implementing fraud mitigation solutions
• Processing Journal Entries and General Ledger Reconciling
• Performs additional duties as assigned

Shell Federal Credit Union is an equal opportunity and an affirmative action employer and committed to providing equal opportunity for all employees and applicants for employment, without regard to race, religion, color, sex, sexual orientation, gender identity, national origin, age, citizenship status, marital status, protected veteran status, mental and/or physical disability, pregnancy, or any basis prohibited by State or Federal law.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge and Skills

Experience:

One to three years of similar or related experience.

Education / Training:

(1) A two year college degree or (2) Completion of a specialized course of study at a business or trade school or (3) Completion of a specialized and extensive in-house training or apprenticeship program.

Job Requirements:

• Knowledge of credit union products and services.
• Welcoming and helpful demeanor.
• Must possess professional verbal communication skills.
• Possess the desire to accept additional responsibilities within branch operations.
• Proficient computer skills, including working knowledge of the MS Office Suite.
• Accuracy with numbers and attention to detail are needed.
• Perform all work with established policies and procedures.

Physical Demands:

While performing the duties of this job, the employee is regularly required to bend and stand. May at times be able to lift, carry and/or move up to 15 pounds.

Working Conditions

Exposure to potential hazardous conditions-robbery. Employees are to receive detailed instructions and procedures to be followed to minimize risk.

In accordance with the American with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

This Job Description is not a complete statement of all duties and responsibilities comprising this position. Job descriptions are not intended and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.