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Payment Service Specialist

Corporate Office (Central Park)

Pay Range: $27.36 - $32.84

Remote Eligible: Hybrid

We offer a pay-for-performance compensation program including bonuses for all employees and a competitive benefits package. See https://www.cuofco.org/careers for a high-level overview of our benefits package and bonus offerings.

General Purpose of the Position

The Payment Service Specialist is subject matter expert, providing support for our products and processes and serves as a liaison between Payments, front-line staff, and our members. The Payment Service Specialist provides quality service via phone, chat channels, email, and Zendesk tickets. The payment scenarios can be very complex, so this is not an entry-level contact center role. Their core responsibility is to provide service across a wide range of applications, processes, and products. It requires significant and deep knowledge of Payments, Symitar, Cardwizard, Zelle, and other payment channels along with the ability to provide outstanding customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES. May perform other duties as requested or assigned.

•The first 60 days will require the employee to be in the office for onboarding and training purposes

• Patient, friendly, and effective verbal and written communication skills.

• Build sustainable relationships and trust throughout all levels of frontline staff.

• Provide accurate, valid, and complete information while leveraging the appropriate technology and tools.

• Ability to switch between multiple channels of communication and prioritize responsiveness.

• Through knowledge of disputes, payments, processes, procedures, and a high payment acumen.

• Intrinsic motivation to seek out work during slow periods.

• Outstanding service by demonstrating empathy for members and employees. Follows up to ensure satisfactory resolution.

• Maintain understanding of the flow of processes between payment systems, including FedLine, digital banking, image center, and core.

• Identify, escalate, and support troubleshooting efforts on production issues.

• Manage and resolve issues related to payment processing, including investigating, and addressing discrepancies in payment transactions.

• Respond to payment related questions and requests from internal departments and external members.

• Process Credit Union and member wire transfers (domestic and international).

• Perform member contact for callback and verification of outgoing wire transfers.

• Ensure accuracy in wire transfer processes using Federal Reserve Bank FedWire and Corporate credit union systems.

• Assist with Symitar card creation and Personal Identification Numbers (PIN’s).

• Provides expert technical support for payment applications including Card Wizard, digital instant issuance, Zelle, Self-Administered payments, Remote Deposit Capture, and other related tools.

• Answers and provides resolution of non-routine member inquiries regarding payment disputes, fees, and transaction-related concerns. Ability to de-escalate challenging situations.

• Provide payment services support to frontline staff during operational hours including Saturdays.

• Evaluate and respond to member feedback submitted to Member Loyalty Group surveys.

• Assist in the implementation and maintenance of new payment services and technologies to enhance the member experience.

• Create and maintain procedures for the Service Specialist role within Atlas.

• Adheres to all Federal and State laws and regulations applicable to the credit union, including the Bank Secrecy Act and OFAC.

• Responsible for compliance with the Fair and Accurate Credit Transaction Act (FACTA), the Bank Secrecy Act

(BSA) and the Anti Money Laundering Act, including monitoring for such illegal activity as it applies to this position.

Requirements

EDUCATION AND EXPERIENCE

1-2 years plus related experience and/or training; or equivalent combination of education and experience.

Expertise and experience with payment channels including card transactions, wires, ACH, ATMs, and associated disputes. 3 years' experience with customer service and managing multiple channels of communication. Functional knowledge of Jack Henry Symitar is desired.

OTHER SKILLS AND ABILITIES

Technical knowledge of basic accounting concepts, practices, and procedures. Knowledge of Credit Union computer system and other related computer applications, with emphasis in Microsoft products, including Microsoft Excel and Word. Proficient in 10-key and microcomputer operations. Ability to apply verbal and interpersonal skills that develop member confidence, respect and trust in Credit Union of Colorado and develop cooperative relationships with all levels of people throughout the organization. Self-motivated and strong time management and organizational skills.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is typically required to sit for long periods. The employee continually is required to talk or hear. The employee is occasionally required to stand, walk, stoop and reach with hands and arms. The employee will occasionally lift and/or move up to [10] pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. [Limited travel required to visit CU locations as needed.]

Core Competencies

Every position at Credit Union of Colorado is grounded in our organizational Values and Core Competencies. These skills and behaviors guide how we work, collaborate, and deliver results. Click here to view our Values and Core Competencies on Atlas.

Equal Employment Opportunity

Credit Union of Colorado is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local laws. 

Please note applicants can redact any information that identifies their age, birth date, or dates of schooling on either their resume or any additional materials provided.

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