Payment Operations Specialist

Position Purpose

The Payment Operations Specialist plays a vital role in delivering seamless, secure, and reliable payment experiences that support members in their everyday financial lives. This position is responsible for the accurate and timely execution of payment operations across multiple channels while serving as a trusted partner to both internal teams and external stakeholders. Through a proactive, detail-oriented, and empathetic approach, this role helps resolve complex issues, supports operational excellence, and ensures compliance with established policies and procedures.

This role contributes to a positive member experience by communicating clearly, and fostering strong collaborative relationships, all while helping the organization maintain confidence, trust, and efficiency in every transaction.

• We are People-Centric
• We are Curious
• We are Inclusive
• We are Collaborative
• We are a Trusted Partner

• Member Focus: Build strong relationships inside and outside the organization while delivering member-centric solutions.
• Instills Trust: Building trust by making good and timely decisions while consistently achieving results, even under challenging circumstances.
• Drives Results: Making good and timely decisions while consistently achieving results, even under challenging circumstances.
• Cultivates Innovation: Creating new and better ways for the organization to be successful even during times of uncertainty.

• Execute and support a broad range of payment operations, including ACH transactions, wires, mobile and ATM deposits, returned items, stop payments, and share draft activity, ensuring accuracy, timeliness, and compliance.
• Research and resolve payment exceptions, discrepancies, and disputes, including ACH returns, ATM chargebacks, and card network exception items.
• Support card operations by handling lost and stolen card reports and dispute claims, while coordinating with third-party vendors to ensure timely resolution.
• Perform account maintenance and specialized processing, including deceased accounts, garnishments, and subpoenas, handling sensitive matters with accuracy and care.
• Reconcile and balance daily operational activity, including branch check deposits, money orders, cash advances, and settlement files, ensuring alignment with accounting and vendor systems.
• Manage incoming mail and documentation, ensuring timely processing, proper retention, and secure disposal in accordance with policy.
• Conduct audits and reviews of exception reports, transaction activity, stop payment records, and account changes to maintain operational integrity and regulatory compliance.
• Process and audit IRA transactions, including required minimum distributions (RMDs), tax reporting, and compliance documentation.
• Support safe deposit box administration, including reporting, payment tracking, and coordination with branches on delinquent accounts.
• Serve as a trusted resource for internal teams and members by researching account issues, communicating clearly, and delivering effective, empathetic resolutions.
• Collaborate with internal departments, branches, and external partners to ensure smooth operations and continuous availability of payment services.
• Identify opportunities for process improvements and contribute to procedure development to enhance efficiency, accuracy, and the overall member experience.
• Maintain working knowledge of and adhere to all applicable regulations, including BSA, AML, and OFAC requirements.
• Demonstrate a commitment to diversity, equity, inclusion, belonging, and accessibility (DEIBA) in daily work and interactions.
• Perform additional duties as assigned to support operational and organizational needs.

• High School diploma, or equivalent.
• 1-3 years’ experience at a financial institution.
• Strong analytical and problem-solving abilities.
• Excellent written and verbal communication skills.
• Strong organizational and time-management skills with a proven ability to meet deadlines
• Ability to work independently with minimal supervision.
• Flexibility is necessary as an employee’s job responsibilities may change at any time during employment.