Services Specialist

Remote Eligible:
Hybrid

We offer a pay-for-performance compensation program including bonuses for all employees and a competitive benefits package. See https://(Use the "Apply for this Job" box below). for a high-level overview of our benefits package and bonus offerings.

The Payment Services Specialist is responsible for supporting the day-to-day administration, processing, and servicing of payment operations, including ACH processing, wire transfers, check processing, remote deposit capture, instant payments, Zelle, payment exceptions, balancing, and transaction research. This role assists with resolving operational issues, processing exceptions and adjustments, supporting reconciliations and settlement activities, and ensuring timely and accurate resolution of payment servicing requests while delivering a high level of member service.

The role requires a strong understanding of payment processing systems, settlement and balancing procedures, ACH rules and regulations, wire processing requirements, operational controls, and digital payment technologies.

• Serves as a subject matter expert for ACH processing, wires, share drafts, payment exceptions, balancing, settlement, and related payment operations processes, procedures, and systems.
• Process and manage ACH activities including originations, same-day ACH posting and settlement, ACH exceptions, stop payments, disputes, notifications of change (NOCs), returns, and transaction code posting in accordance with applicable rules and regulations.
• Process domestic and international wire transfers while ensuring proper authentication, controls, verification procedures, and compliance requirements are followed.
• Process and support share draft exceptions, Fed returns, post presentments, check adjustments, encoding corrections, foreign collection items, miscellaneous deposits, exception payroll processing, and related operational servicing activities.
• Support remote deposit capture repair processing, in clearing repairs, payment adjustments, operational exceptions, and transaction research.
• Research and resolve transaction discrepancies, general ledger outages, cash discrepancies, balancing inquiries, and operational exceptions related to payment activities.
• Maintain working knowledge of payment processing systems, core platforms, Federal Reserve systems, digital banking applications, and related operational systems necessary to support payment operations activities.
• Support implementation, testing, maintenance, and ongoing enhancement of payment products, technologies, and operational processes.
• Create and maintain operational procedures, balancing documentation, and process resources while identifying opportunities for process improvement, automation, operational efficiency, and enhanced service delivery.
• Support operational coverage across multiple communication channels including phone, chat, email, and ticketing systems while meeting established service level agreements (SLAs), delivering a high level of member service, and effectively de-escalating situations.
• Partner closely with frontline teams, Digital Services, Risk, Fraud, and the Member Experience Center to support operational processes, enhance the member experience, and deliver member value through secure, efficient, and reliable card services.
• Ensure compliance with network rules, Regulation E, PCI requirements, BSA/AML, OFAC, and all applicable federal and state regulations while supporting audits, exams, and operational reporting requirements.

Education and Experience:

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

Experience and expertise supporting payment operations including ACH, wires, check processing, remote deposit capture, instant payment, and Zelle. Minimum of three years of experience in customer service and supporting multiple communication channels. Functional knowledge of core processing systems and payment processing platforms is preferred.

Technical knowledge of basic accounting concepts, practices, and procedures. Knowledge of Credit Union…