Support Specialist

General Summary

The Payments Support Specialist is responsible for reviewing Remote Deposit Capture (RDC) deposits, Automatic Teller Machine (ATM) deposits, and verifying and releasing daily wires. The goal is to create and support a state‑of‑the‑art out‑of‑branch experience by processing member payments and deposits that are received digitally. This position will also have to adhere to Federal Regulations in accordance with the Jobs being performed.

Full‑time

• Complete the Verify and Release Process for incoming and outgoing wire requests received from members in branches, members calling into the Member Resource Center, or from other departments such as Accounting, Commercial Lending, or Home Equities.
• Complete tasks that are associated with wire requests such as maintaining wire logs.
• Combine Symitar wire receipts, wire forms signed by members, or any supporting documents in Adobe and filings in Fast Docs.
• Return wires to initiator and manager as needed.
• Research requests for incoming or outgoing wires.
• Review folders for wire recalls or service messages.
• Ensure procedure is being followed and is up to date.

• Verify Mobile, Remote and ATM Deposit items for processing: ensure that the deposit details match the member’s account and transaction information.
• Examine check images: review the quality and authenticity of check images submitted through remote, mobile, or ATM deposit applications.
• Identify any signs of potential fraud or suspicious activity, such as altered checks or counterfeit items. Contact Fraud or place appropriate extended holds.
• Ensure that all deposits comply with banking regulations, policies, and procedures. Update procedure if necessary.
• Investigate and resolve any discrepancies or errors related to deposits. Notate member accounts accordingly if deposit is rejected, deleted, or adjusted.
• Scan End of Month Report in Fast Docs.

• Manage and process account settlement email shared mailbox, account settlement phone calls, account settlement mail, and review local online obituaries.
• Follow the account settlement internal procedure, review and research the deceased member’s account for ownership type, account types, services used, and the capacity of the informant to determine next steps.
• Contact the joint owner, informant, executor of estate, administrator of estate, affiant, or beneficiary to offer condolence, mail or email account settlement guide, and request information and legal documents.
• Examine legal documents: review the quality and authenticity of deceased member supporting documents submitted through the above referenced channels to determine entitlement of funds.
• Maintain logs, records, and Symitar notes on the deceased accounts for follow‑up and to document how the accounts were settled.
• Coordinate with other departments like lending, Member Solutions, IRA (Death Claims), ACH (reclamations), Retail branches, and MRC to settle or transfer to a new membership any safe deposit, online banking bill payments, direct deposits, certificates of deposits, accounts, and loans.
• Process Life/Death Claims through Trustage if the member has eligible Loan Debt Protection on their loans.
• Ensure that all steps taken comply with banking regulations, policies, and procedures. Update procedure if necessary.

• Process member requests received through channels such as (but not limited to) voicemail, mail, secure messaging, email, or faxes regarding the member’s accounts.
• Process Social Security and Medicaid verifications through the SSI Asset Verification Program and Acuity.
• Remain current on credit union product knowledge and use that knowledge to meet members’ needs.
• Meet all established service goals to ensure timely processing of members’ requests.
• Adhere closely to member confidentiality and authentication procedures.
• Direct member concerns in a timely manner to the appropriate team members.
• Research and resolve members’ discrepancies related to member accounts and communicate member service concerns to management.
• Process adjustments, changes, or deposits to existing accounts as requested by members.
• Scan…