Senior Support Specialist Job Greenwood Village area,Colorado USA,Finance & Banking

Position: Senior Payment Support Specialist

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Senior Payment Support Specialist is responsible for assisting management with all Payment Support department functions including the daily monitoring and processing of all ACH, Wire and Check transactions. Strong knowledge and adherence to compliance with all relevant rules and regulations related to all electronic and check transactions. Research and resolve complex internal and external member requests, complaints and escalations related to department functions.

Assist with complex settlement, balancing and reconciliation of department functions. Responsible for department testing of new products, systems, upgrades and enhancements.

The appropriate candidate must demonstrate a strong ability to work in a team and a commitment to providing exceptional member service.

Reports to

Payment Support Manager

Contacts

Frequent contact with other credit union employees, CUSO employees and service personnel. Occasional contact with members.

Qualifications / Requirements

Education:

A high school diploma or equivalent required
AAP highly desired
Experience:

At least 5 years of relevant work experience such as processing ACH files, wire transfers and/or check clearing required.
Skills:

Manual dexterity to input data on a keyboard i.e. computer, calculator, telephone
Ability to interpret data
Deductive reasoning skills
Extreme attention to detail to minimize risk with member and credit union data
Ability to tactfully question or actively listen to members/employees/departments to determine specific needs
Ability to work independently without supervision
Ability to multitask and perform with frequent interruption
Strong communication, organizational, presentation, customer service and interpersonal skills
Detail oriented, flexible and works well within a fast‑paced team environment
Demonstrates strong analytical/problem solving and time‑management skills
Good judgment
Strong PC skills including Microsoft Excel knowledge
Knowledge of Bellco’s front‑line systems

Essential Functions

Demonstrates Bellco’s Act Nice Behaviors and Core Values in all interactions with members, prospective members, and personnel in other Bellco departments.

Provides a valuable and enjoyable experience to both internal customers and members during interactions. Consistently make recommendations to management to improve the member/customer experience through improved processes and technology.

Strong knowledge and adherence to all rules and regulations governing electronic and check transactions including NACHA rules, Federal Reserve rules, and regulations and requirements under Title 31 including Regulation E (EFTA), Regulation CC, Regulation J, OFAC, BSA, etc.

Understands the basis for procedures and deals appropriately with departures from the standards.

Make independent judgments and posts transactions to member accounts with a focus on elimination of errors. Makes sound decisions regarding members’ accounts to benefit both Bellco and the member.

Strong knowledge of all Payment Support functions including the processing of transactions such as ACH, Wire, RDC, RTP, Fed Now, Bill Pay, Checks, etc.

Monitor team workflow to ensure timely and accurate processing of all incoming daily Federal Reserve ACH files in accordance with Nacha governing regulations.

Monitor team workflow to ensure timely and accurate processing of both domestic and international incoming and outgoing wires via WITS wire transfer system.

Monitor team workflow to ensure timely and accurate processing of all check in clearing files as well as RDC and ATM exceptions.

Responsible for ensuring team completes all ACH, wire and check exceptions, adjustments, corrections and disputed transactions timely and accurately.

Responsible for advanced escalations associated with any Payment Support functions including BBB, DORA, NCUA and direct complaints.

Communicate directly with CU members to resolve errors and disputes.

Responsible for oversight and follow up of wire trace recalls and wire disputes ensuring full resolution.

Responsible for ensuring completion of End of Day balancing, settlement and reconciliation of ACH, Wire and Check files and transactions, including liaising with Reconciliation and Accounting teams to resolve outages.

Partner with other internal departments to research and resolve processing issues related to department functions.

Act as department SME and participate in partner and team meetings to provide support and expertise.

Responsible for testing new products, systems, upgrades and enhancements related to department functions.

Assist with creating, updating and maintaining department procedures.

Assist with training new staff as needed.

Regular and punctual attendance.

Management retains the discretion to add to or change the duties of this position at any time.

Working Conditions

Mobility throughout department

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