Payment Operations Specialist

Starting pay for successful applicants is generally within the minimum to midpoint of the pay range. Our consideration for pay is designed to support career growth and development over time. Offers extended depend on a variety of job-related factors, including but not limited to individual experience, knowledge, training, education, geographic location, market demands and internal equity.

This position is onsite.

POSITION PURPOSE

The primary function of this position is to grow trusted relationships by providing personalized, prompt, professional service and financial solutions to internal and external members of the Credit Union. Strong interpersonal skills are required to achieve the appropriate level of service expected in this role. The Payment Operations Specialist works under supervision, but acts independently and will exercise initiative and independent judgement in the performance of assigned tasks. Responsible for processing a myriad of day-to-day activities within the Payment Operations Department ensuring a high level of quality service.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Verification of ATM and mobile check deposits

• Uses established credit union guidelines, policies, and procedures to determine whether to accept items presented for deposit, place on hold, or reject the item. Promptly notifies member of any adverse action taken.
• Carefully reviews each account to determine if account activity warrants further investigation. Promptly notifies Risk Management regarding any items and/or account activity that appears suspicious.
• Maintains a fluent working knowledge of check acceptance policies.

Maintains Payment Operations departmental system credentials for employees upon hire or termination of employment.

• Creates user credentials for applicable department software applications for new hire employees upon notification from the Training Department and or employee Manager.

• Codes employee accounts with the applicable restrictions upon notification from Human Resources.
• Removes account restrictions and disables access to applicable programs upon notification that an employee has terminated employment with the Credit Union.

FraudWatch notifications

• Creates Synapsys Events to alert the branch and Contact Center staff of FraudWatch notifications received via email from our fraud analyst for each cardholder.
• Provides staff with additional next steps, if applicable.
• Captures debit cards and reissues new card and/or arranges with the cardholder to pick up new card in the branch if applicable.

Verification of assets and deposits processing

• Responds to email requests from the Social Security Administration to provide verification of assets.
• Responds to third-party requests, consented by our members to provide verification of account activity and balances.

ATM and Debit Card processing

• Performs the applicable file maintenance when notified of a lost or stolen debit card.
• Posts applicable credit or debit to cardholders’ accounts per the ATM Network Exception Report.
• Performs file maintenance when a cardholder enrolls or cancels enrollment in the debit card reward program.
• Posts cash back earned from the debit card rewards program.
• Notifies vendor of employees no longer eligible to receive the reward card at credit union expense.
• Posts monthly revenue check to general ledger account.
• Processes requests for rush order debit cards.
• Prints and mails end-of-day debit card dispute letters.

Reporting production statistics

• Responsible for tracking daily production to report on a monthly basis to Payment Operations Management team.

Incoming mail

• Distributes and/or processes incoming mail.
• Serves as a back up to Logistics when they are unable to sort mail.

ACH Processing

• Maintain working knowledge of current Federal Reserve, NACHA, and TACHA regulations and requirements.
• Processes ACH exceptions and payrolls, returns items in a timely manner.
• Reconciles ACH, payroll, and exception lists. Prepares proper documentation to support end of month balances. Prepares and posts GL entries as necessary to GL accounts.
• Processes ACH stop payment requests, Written Statements of Unauthorized Debits (ACH), and reclamations from death notifications.
• Maintains documents supporting payroll, automatic transfers, and ACH processing.
• Maintain all SOP’s, manuals, and system documents pertaining to ACH processing.
• Performs duties that relate to charging member accounts for Harland draft orders. Reconciles the posting and requests refunds due from Harland.
• Statistical reporting and support documentation related to functional responsibilities
• Verifies AFLAC and TransAmerica insurance bills against member EFT records, adjusts information as needed, and processes checks to insurance companies in a timely manner.

Bill Pay Processing

• Reviews and processes bill pay enrollment, cancellation, and deactivation requests.
• Reviews and processes bill pay exception items.
• Prepares and posts General Ledger entries as necessary.

Fraud Dispute Processing

• Processes disputes for debit cards, ACH wires, and checks.
• Processes the daily provisional credit report.
• Submits PIN-based claims for chargeback through Star Station.
• Gathers debit card case documentation from PSCU and applies to the case in Centrix.
• Balances the provisional credit GL on completion of debit card fraud/dispute cases.
• Initiates debit card disputes in Centrix.
• Ensures completion of fraud dispute cases in accordance with Reg E guidelines.
• Reports losses in excess of $500 to CUNA.

Share Draft Processing

• Reviews and processes all share draft reports and exceptions.

Departmental back-up

• Serves as a proficient backup to specific tasks within each functional area within the department. These tasks include, but are not limited to ACH, wires, levy orders, all ATM/debit card tasks, share draft processing, IRA requests, supply orders, all bill pay tasks, and share investment reports.
• In the absence of the Payment Operations Manager, the Sr. Payment Ops Specialist - Team Lead, will supervise operations to ensure continuity and a high level of member service is maintained. The Team Lead is responsible for assigned projects and after-hours and weekend staff coverage.

Member Support

• Provides prompt and professional service to all members and internal customers.

Assumes responsibility for related duties as required or assigned.

• Satisfactorily completes all required compliance training and complies with all regulations which apply within the scope of the position to include Bank Secrecy Act compliance.
• Attends and participates in all required meetings, trainings or committees.
• Participates in community and civic events to promote awareness of the Credit Union in the community.
• Work area and assigned equipment are clean, secure, and well-maintained.
• Completes special projects and performs other duties as assigned by management.

Special Note: Fortera Federal Credit Union is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.

Please be advised, visa sponsorship is not available for this position.

PERFORMANCE MEASUREMENTS

• Process documents, records, and reports accurately and in a timely manner.
• Errors or discrepancies are promptly discovered and resolved (or referred).
• Good communication and coordination exist with Credit Union personnel. Employee questions, problems, and complaints are promptly and courteously resolved. Follow-up assistance and support are provided as needed.
• External reports are completed and submitted timely.
• Management is appropriately informed of area activities.
• All tasks are completed in accordance with established standards, policies, and procedures.
• Fortera’s Core Values are satisfactorily demonstrated.

QUALIFICATIONS

Education/Certification:

• High school graduate or equivalent. Additional related coursework preferred.

Required Knowledge:

• Knowledge of Check Acceptance, Reg CC, and Reg D
• Knowledge of basic debit card processing and procedures
• Knowledge of IRA document processing and procedures
• Proficient in MS Word and Excel

Experience Required:

• 3 years previous credit union or financial institution experience preferred.

Skills/Abilities:

• Accurately assesses cultural environment, exhibiting emotional intelligence and appropriate sensitivity while maintaining individuality.
• Well-organized and attentive-to-detail and accuracy.
• Strong analytical and critical thinking skills.
• Able to exercise sound decision-making and judgment.
• Able to work in cooperative manner and willing to assist others.
• Able to work independently, collaboratively as part of a team, and handle multiple tasks in a fast-paced environment.
• Able to meet deadlines, manage projects, and maintain an effective and efficient workflow.
• Able to use a PC and related software applications, and standard office equipment.
• Proficient in 10-key.
• Able to work well under pressure while always representing the Credit Union in a professional manner.
• Required to work extended hours and Saturdays.
• Regular and predictable attendance.