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Credit Union of Colorado · 1 day ago

Payment Service Specialist

Corporate Office (Central Park)

Full-time

Hybrid

Mid Level

$27.36/hr - $32.84/hr

3+ years exp

Credit Union of Colorado is seeking a Payment Service Specialist who will act as a subject matter expert in providing support for their products and processes. This role involves delivering quality service across various communication channels while managing complex payment scenarios and ensuring customer satisfaction.

BankingFinancial Services

Comp. & Benefits

Responsibilities

Patient, friendly, and effective verbal and written communication skills

Build sustainable relationships and trust throughout all levels of frontline staff

Provide accurate, valid, and complete information while leveraging the appropriate technology and tools

Ability to switch between multiple channels of communication and prioritize responsiveness

Through knowledge of disputes, payments, processes, procedures, and a high payment acumen

Intrinsic motivation to seek out work during slow periods

Outstanding service by demonstrating empathy for members and employees. Follows up to ensure satisfactory resolution

Maintain understanding of the flow of processes between payment systems, including FedLine, digital banking, image center, and core

Identify, escalate, and support troubleshooting efforts on production issues

Manage and resolve issues related to payment processing, including investigating, and addressing discrepancies in payment transactions

Respond to payment related questions and requests from internal departments and external members

Process Credit Union and member wire transfers (domestic and international)

Perform member contact for callback and verification of outgoing wire transfers

Ensure accuracy in wire transfer processes using Federal Reserve Bank FedWire and Corporate credit union systems

Assist with Symitar card creation and Personal Identification Numbers (PIN’s)

Provides expert technical support for payment applications including Card Wizard, digital instant issuance, Zelle, Self-Administered payments, Remote Deposit Capture, and other related tools

Answers and provides resolution of non-routine member inquiries regarding payment disputes, fees, and transaction-related concerns. Ability to de-escalate challenging situations

Provide payment services support to frontline staff during operational hours including Saturdays

Evaluate and respond to member feedback submitted to Member Loyalty Group surveys

Assist in the implementation and maintenance of new payment services and technologies to enhance the member experience

Create and maintain procedures for the Service Specialist role within Atlas

Adheres to all Federal and State laws and regulations applicable to the credit union, including the Bank Secrecy Act and OFAC

Responsible for compliance with the Fair and Accurate Credit Transaction Act (FACTA), the Bank Secrecy Act (BSA) and the Anti Money Laundering Act, including monitoring for such illegal activity as it applies to this position

Qualification

Payments expertiseSymitar knowledgeCustomer servicePayment processingTechnical supportMicrosoft ExcelMicrosoft WordAccounting knowledgeInterpersonal skillsTime management

Required

1-2 years plus related experience and/or training; or equivalent combination of education and experience

Expertise and experience with payment channels including card transactions, wires, ACH, ATMs, and associated disputes

3 years' experience with customer service and managing multiple channels of communication

Functional knowledge of Jack Henry Symitar is desired

Technical knowledge of basic accounting concepts, practices, and procedures

Knowledge of Credit Union computer system and other related computer applications, with emphasis in Microsoft products, including Microsoft Excel and Word

Proficient in 10-key and microcomputer operations

Ability to apply verbal and interpersonal skills that develop member confidence, respect and trust in Credit Union of Colorado and develop cooperative relationships with all levels of people throughout the organization

Self-motivated and strong time management and organizational skills