eServices Supervisor

Job DetailsJob Location: Maite Member Center (HQ) - Maite, GU 96910Position Type: Full TimeWe are seeking a dedicated and experienced eServices Supervisor to oversee the daily operations of the eServices team and ensure accurate, timely, and secure processing of electronic banking services. This position plays a key leadership role in maintaining operational efficiency, supporting team development, resolving escalated member concerns, and ensuring compliance with established policies, procedures, and applicable regulations. The ideal candidate is a detail-oriented, service-focused leader with experience in financial institution operations, electronic payment processing, fraud monitoring, and member service. This role coordinates, schedules, and supervises employees engaged in eServices functions while supporting team performance, vendor relationships, audits, and departmental goals. Key Responsibilities: Supervises, coaches, and supports eServices team members Coordinates daily assignments, schedules, and workflow to ensure efficient operations Trains team members on ACH, wire processing, Federal Reserve Bank (FRB) functions, remote deposit capture, instant card issuance, and other eServices processes Oversees the accurate and timely processing of electronic transactions, including ACH, ATM, debit cards, sharedrafts, payroll deductions, direct deposits, and other electronic payments Reviews and resolves escalated member inquiries, disputes, account issues, and electronic service concerns Oversees and certifies Remote Deposit Capture (RDC) deposits and daily check imaging, balancing, and transmission for clearing Oversees sharedraft processing, inclearing items, and end-of-day processing Oversees instant-issue debit card production, duplicate cards, replacements, and inventory management through Card@Once Reviews and clears escalated OFAC alerts in accordance with applicable requirements Monitors debit card issuance, replacements, status, and related card services Reviews transaction reports affecting general ledger accounts and assists with ATM balancing Monitors team performance and supports achievement of established service, sales, and operational goals Ensures work is completed accurately, efficiently, and in accordance with credit union policies and procedures Assists with employee performance evaluations, training, and development Communicates with and assists in managing third-party vendors supporting eServices operations Assists with audits, reporting, and departmental projects Promotes credit union products and services while maintaining a strong member-service focus Maintains a professional, collaborative, and accountable team environment QualificationsQualifications High school diploma or GED required Minimum of three (3) years of progressive experience in member/customer service within a full-service financial institution and one (1) year of supervisory experience; or an equivalent combination of education, training, and experience Working knowledge of electronic banking services, payment processing, account ownership, account classifications, and credit union products and services Knowledge of applicable laws, regulations, and procedures related to electronic banking and payment services Strong problem-solving, analytical, organizational, and decision-making skills Ability to handle confidential and sensitive information with discretion Strong written and verbal communication skills, with the ability to effectively communicate with members, employees, management, vendors, and community partners Ability to interpret policies, procedures, technical documentation, and regulatory requirements Strong attention to detail and ability to maintain accuracy while managing multiple priorities and time-sensitive functions Proficiency with Microsoft Office and standard office technology Valid driver's license required