Payments Specialist

Job Details:
Level: Experienced |

Job Location:

HB Q12 - QUINCY, IL 62301 | Salary Range: $18.00 - $22.00 Hourly

• Monitor and process compromised card alerts (e.g., CSI Card Sentry, VISA CAMS alerts).
• Review fraud reports, identify impacted accounts, and initiate appropriate action.
• Organize and coordinate outbound customer call efforts for compromised card events.
• Maintain tracking and provide status summaries for all active fraud incidents.
• Escalate trends, unusual activity, or potential losses to leadership promptly.

• Serve as the first point of contact for customers reporting unauthorized debit card activity.
• Investigate and process debit card disputes in accordance with Regulation E and card network rules.
• Complete required documentation and maintain communication with customers throughout the investigation.
• Resolve disputes accurately and within required timelines.
• Provide clear, professional service to internal and external customers.

• Support daily operations of the Bank's debit, credit, gift, instant issue, and consumer credit card referral programs, including inventory, ordering, branch support, card maintenance, system records, reports, and related activity logs.

• Track and report card fraud losses and trends to leadership.
• Assist with account balancing and reconciliation related to card programs.
• Maintain accurate documentation to support audits, compliance reviews, and internal controls.

• Ensure all processes align with regulatory requirements (Regulation E, card network rules, internal policies).
• Identify, document, and escalate potential fraud or operational risks.
• Maintain strict confidentiality and follow dual control procedures where required.
• Support audit requests and internal reviews.

• Communicate effectively with Bookkeeping, Digital Banking, and branch staff.
• Assist in improving processes, workflows, and customer experience.
• Support new product implementations and system enhancements as assigned.
• Maintain a Can Do attitude and contribute to a team-oriented environment.

• Strong analytical and problem-solving skills.
• High degree of accuracy and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent communication and collaboration abilities.
• Sound judgement in handling sensitive information and risk-based decisions.

• Experience in banking, deposit operations, payments, or financial services is preferred.
• Familiarity with digital solutions, Regulation E or debit card network rules is beneficial.
• Equivalent combinations of education and experience will be considered.