Services Quality Control Specialist I or II; DOE

Role

Provides operational support and assistance to all areas of the Payments Services department through balancing and quality control processes and services to ensure the integrity of payments processes, adherence to Rogue Credit Union guidelines and procedures, and regulatory compliance. Identifies and supports ways to enhance member loyalty, expand member relationships, increase operational efficiencies, and balance risk for the credit union. Works in conjunction with the department to support Rogue's Vision, Mission and Values.

65% Thoroughly performs balancing duties of payment services processes including but not limited to:
Automated Clearing House (ACH), Checks, Wires, Cards (ATM, Debit, and Credit), Terminal (ATM and ETM), and claim process settlements. Prepares moderately complex daily, monthly, and yearly spreadsheets. Maintains cross-departmental relationships, collaborating with accounting and processors to research, identify, resolve and report outages. Validates file transfers for all payment channels and accuracy of file processing. Assist management with reviewing and answering questions related to balancing and accuracy of payments services processes.

Actively cross-trains with peers to expand knowledge and provide support as requested.

20% Provides exceptional internal member service experiences through various communication channels in a friendly and professional manner using the Service Promises to assist, educate, empower, and complete member requests. Proactively communicates with management questionable data, balancing concerns, and trends. Assist in user setup and permission reviews. Supports frequent reviews of business practices including control and process testing and frequent monitoring of compliance with credit union procedures.

10% Maintains general knowledge and understanding of key system operations, products and services, and credit union policies and guidelines surrounding payment processing to ensure processing limits, liabilities, and timelines are adhered to. Routinely reviews processes and procedures and proactively completes and/or updates reports. Identifies opportunities for member and interdepartmental education, procedure refinement, and process improvement opportunities.

5% Proactively performs other duties as needed or assigned.

Experience: One year to three years of similar or related experience.

Education: A high school education or GED.

Interpersonal

Skills:

Work involves much personal contact with others inside and/or outside of the organization for the purpose of giving or obtaining information, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other

Skills:

Must be computer proficient and ready to use PC spreadsheet software and able to operate a 10-key. Experience working with software products such as adobe, access, and Monarch, with desire to obtain relevant certifications. Possess a blend of technical, business, and people skills. Sufficient technical and functional expertise to perform assigned duties. Solid problem-solving and time management skills, resourceful and proactive in gathering and providing information.

Must be thorough and have an eye for detail. Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization. Ability to work independently and as part of a team. Active listening skills, with deductive reasoning ability. Willingness to adapt to changing business needs and deadlines.

Physical Requirements: Some adjusting or moving objects up to 30 pounds in all directions. Must be able to remain in a stationary position, often standing or sitting for prolonged periods. Repeating motions that may include the wrists, hands and/or fingers while using computer. Communicating with others to exchange information. Perceiving the nature of sounds at normal speaking levels or without correction.

Ability to receive detailed information through oral communication, and make fine discernments in sound. Close and continuous visual acuity to perform activities such as: preparing and analyzing data and figures, transcribing, viewing a computer terminal and extensive reading.

Normal workday with occasional overtime. May include early morning, evening or weekend work. May include evening or early morning travel with overnight stays. Travel to all credit union regions may be required. Exposed to potentially hazardous conditions, i.e., robbery.

Job descriptions are not intended, and should not be construed to be exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job. They are intended to be accurate reflections of those principal job elements essential for making fair pay decisions about jobs.

Note:

Rogue Credit Union is a drug free workplace and requires a…