Sr. Electronic Payments Specialist

Join Our Team as an Senior Electronic Payment Specialist

Location:
Lawrence or Waltham, MA | Full-Time

Do you have a strong attention to detail and a passion for investigating and resolving complex issues? Looking to grow your career in electronic payments with a team that values accuracy, compliance, and exceptional service? At Bright Bridge Credit Union, we’re seeking a knowledgeable and motivated individual to support our disputes and payments operations at our Lawrence or Waltham Corporate Office.

In this role, you’ll manage the end-to-end processing, investigation, and resolution of consumer disputes related to debit card and ACH transactions, ensuring compliance with Regulation E. You’ll leverage tools like the FINBOA portal to efficiently manage claims while meeting strict regulatory timelines and delivering a high level of service to our members. If you’re analytical, detail-oriented, and thrive in a fast-paced environment, we’d love to hear from you!

• Start your career with us and earn a bonus! Candidates who apply between May 1st and May 30th and are hired by June 30, 2026, will receive a $500 bonus after 90 days of employment and an additional $1,000 after one year.
• A collaborative team culture where your contributions matter
• Ongoing training and career development opportunities
• Competitive pay, benefits, and the chance to grow with a supportive organization
• The satisfaction of making a real difference in your community every day

• Investigate and resolve debit card and ACH disputes in accordance with Regulation E requirements
• Determine claim validity, including unauthorized transactions, fraud, and error resolution
• Ensure adherence to required timelines (e.g., provisional credit, final resolution deadlines)
• Utilize the FINBOA platform to intake, document, track, and resolve claims
• Maintain accurate case notes, documentation, and audit trails within the system
• Monitor workflow queues to ensure timely processing
• Process fraud and non-fraud claims (e.g., unauthorized use, merchant disputes)
  Work with card networks (Visa/Mastercard) for chargebacks when applicable
• Review transaction data and supporting documentation
• Handle unauthorized ACH claims, stop payments, and revocations
• Ensure compliance with NACHA rules and timelines
• Process Written Statements of Unauthorized Debit (WSUD)
• Communicate with customers regarding claim status, documentation needs, and outcomes
• Provide clear explanations of decisions and regulatory rights
• Ensure all actions comply with Regulation E, NACHA rules, and internal policies
• Identify potential fraud patterns and elevate as needed
• Support audits and regulatory reviews
• Serve as a subject matter expert (SME) for junior staff
• Assist in training new hires on Reg E, ACH, and card dispute processes
• Provide guidance on complex or escalated claims
• Track claim metrics (volume, turnaround time, losses)
• Identify process improvements and efficiency opportunities
• Assist with updating procedures and job aids
• Champion the credit union’s brand and culture with enthusiasm, spirit, and energy.
• Cross train and perform additional operational support duties as needed.

• 3–5+ years of experience in electronic payments, disputes, or fraud operations
• Strong knowledge of:
  • Regulation E (EFTA)
  • ACH processing and NACHA rules
  • Debit card dispute and chargeback processes
• Experience using FINBOA or similar dispute management systems
• High attention to detail and strong analytical skills
• Ability to manage high volumes and meet strict deadlines
• Strong written and verbal communication skills

• Experience in a banking or credit union environment
• Familiarity with card networks (Visa, Mastercard) rules
• Prior experience handling escalations or complex investigations
• Knowledge of fraud detection tools and systems