eServices Supervisor

Coast360 Federal Credit Union; Guam; Hybrid; USD 55,000 - 75,000; Full time

Job summary

Coast360 Federal Credit Union is seeking an eServices Supervisor to lead daily operations of the eServices team, ensuring accurate, timely, and secure processing of electronic banking services. You will oversee training, scheduling, and vendor coordination while supporting compliance with policies and regulations.

The ideal candidate has leadership experience in financial institution operations, electronic payments, and member service, with a focus on accuracy, efficiency, and strong team

Qualifications

• High school diploma or GED required.
• Three (3) years of progressive member/customer service within a full-service financial institution and one (1) year supervisory experience.
• Working knowledge of electronic banking services and payment processing.
• Knowledge of laws and regulations related to electronic banking and payment services.
• Strong problem-solving, analytical and organizational skills.
• Ability to handle confidential information with discretion.
• Excellent written and verbal communication skills.
• Ability to interpret policies, procedures, and regulatory requirements.
• Attention to detail with multi-priority management.
• Proficiency with Microsoft Office.
• Valid driver's license.

Responsibilities

• Supervises, coaches, and supports eServices team members.
• Coordinates daily assignments, schedules, and workflow.
• Trains team on ACH, wire processing, FRB functions, RDC, instant card issuance, and other eServices processes.
• Oversees processing of electronic transactions (ACH, ATM, debit cards, direct deposits).
• Reviews escalated member inquiries, disputes, and electronic service concerns.
• Oversees RDC deposits, daily check imaging, and end-of-day balancing.
• Oversees sharedraft processing and end-of-day processing.
• Oversees instant-issue debit cards and inventory management (Card@Once).
• Reviews OFAC alerts and ensures compliance.
• Monitors debit card issuance and related services.
• Reviews transaction reports affecting the general ledger and assists with ATM balancing.
• Monitors team performance and supports service, sales, and operational goals.
• Ensures adherence to credit union policies and procedures.
• Assists with employee evaluations, training, and development.
• Communicates with third-party vendors and supports audits and projects.
• Promotes credit union products and strong member service.

Skills

Supervisory experience

Electronic banking

Customer service

Communication skills

Microsoft Office

Education

High school diploma or GED

Tools

Card@Once

Remote Deposit Capture (RDC)

Job description

Job Details

Job Location: Maite Member Center (HQ) - Maite, GU 96910

Position Type: Full Time

We 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

Qualifications

• 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