Payment Support Specialist 1
Member One Federal Credit Union
30 reviews
Roanoke, VA 24038
Full-time
Member One Federal Credit Union
30 reviews
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Job Type
Full-time
Indeed's salary guide • Not provided by employer
• $28.9K - $36.6K a year is Indeed's estimated salary for this role in Roanoke, VA.
Full Job Description POSITION: Payment Support Specialist Tier 1-4
DEPARTMENT: Operations Support
SALARY GRADE: 6-9 REPORTS TO: Payment Support Manager
FLSA: Non-exempt DATE: 2/2022
Job Summary: The Payment and Services Support Specialist provides a complete member service experience in regards to share and electronic payment services. The position uses sound judgment, professionalism, integrity, accuracy, and expediency in assisting members while adhering to established security safeguards, identification measures, and all credit union policies and procedures.
This position is a role that is progressive in nature when it comes to skill development and training requirements. Typical transition time between tiers is 365 days and is subject to review.
Job Accountability and Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Please note that this job description is general in nature and not designed to cover or contain a comprehensive listing of activities, duties, responsibilities, or skills required for this position. Duties, responsibilities, and activities may change at any time with or without notice.
Assist members in a friendly, professional manner.
Demonstrate adaptability and a positive attitude when faced with challenging situations.
Analyze, research, and resolve problems and discrepancies related to members financial relationship with Member One.
Use knowledge and judgment to protect members and the Credit Union from loss.
Demonstrate integrity, professionalism, responsibility, and dependability.
Maintain members privacy by protecting their personal information.
Follow safety and security procedures regarding robbery, emergency situations, and third party access to secure areas; communicate suspicious activity appropriately.
Manage time efficiently and take initiative within the department; seek opportunities to develop and enhance knowledge.
Actively participate in Credit Union initiatives, promotions, and achieve assigned position goals.
Maintain a professional and courteous working relationship with all people, including members, fellow employees, management staff, and outside vendors.
Maintain a high quality and efficient workflow to ensure transactions are taken care of quickly and professionally.
Educate teammates about Credit Union products and services.
Support Credit Union management, the Board of Directors, and Credit Union sponsored events and activities.
Demonstrate a positive attitude supporting the desired Credit Union culture.
Know, understand, and adhere to all Credit Union policies and procedures.
Acts as a steward for People Standards to enhance internal and external member experience and service levels in daily operations.
Comply with all federal regulations, Credit Union policies and procedures, including Bank Secrecy and the USA Patriot Act.
Comply with all fair lending laws and the prohibitions enumerated in the Credit Unions lending policy.
Actively supports the mission, vision, and core values of the Credit Union to deliver excellent service.
Tier Specific Expectations:
Payment and Services Support Specialist Tier 1 (Grade 6)
Process mobile check deposit transactions and registration requests, and SSA requests in accordance with guidelines and procedures.
Receive cash and checks for share deposit or loan payments, verifying the deposit amount and examining checks for authenticity and proper endorsement(s).
Process incoming mail deposits and returned mail received from members and non-members at a designated workstation.
Place appropriate check holds on accounts and verify check clearing when required.
Accept loan payments and payoffs, mortgage payments, insurance/GAP/Warranty checks, and credit card payments.
Review and adhere to all account comments and warnings when performing transactions.
Responsible for balancing at days end and resolving out-of-balance items whenever possible.
Maintain ongoing communication with immediate supervisor informing him/her of all pertinent problems, irregularities, new developments, changes, and other important information within the immediate supervisors area of responsibility.
Cooperate with, and assist, other employees to ensure a "team effort" in providing prompt, courteous, professional member service.
Maintain a high quality and efficient workflow to ensure transactions are taken care of quickly and professionally.
Responsible for logging and sending all required items to Quality Assurance on a daily/weekly basis.
Perform all other duties as assigned by management.
Payment and Services Support Specialist Tier 2 (Grade 7)
Ability to support Payment and Services Support Specialist Tiers 1 and 2.
Process daily Share Draft work, adjustments, and exceptions effectively and efficiently, in accordance with written policies and procedures.
Work in conjunction with 3rd party draft processor to verify/process the transmission of checking files and address/resolve potential problems with processing.
Assist employees with the use of online check imaging research tools.
Respond to check copy and stop payment requests.
Serve as primary contact for check vendors.
Responsible for managing check order program, corresponding with associated vendors and relaying implemented changes to employees and members.
Maintain adequate supplies specific to checking area, assist branches with check orders and stop payments as necessary.
Review and process check vendor invoices as required.
Enter Money Market and Prime Line check orders
Perform all other duties as assigned by management.
Process all wire transfer transactions, both incoming and outgoing, while adhering to all published wire transfer policies and procedures.
Payment and Services Support Specialist 3 (Grade 8)
Ability to support Payment and Services Support Specialist Tier 1-3 as needed.
Process ACH transactions, research, adjustments, errors, and GL entries as required.
Draft and send out appropriate communication to members as necessary.
Process ACH origination payments to meet dual control requirements.
Accurately process and balance ACH credits, debits, exceptions, mismatched names report, corrections, rejects, returns and notices of change within defined period as well as maintain accurate records of all ACH transactions.
Review and suggest updates ACH related policies and procedures.
Ensure ACH origination authorizations are completed correctly and in compliance with ACH rules and regulations. Update and maintain ACH origination templates to ensure efficiency and accuracy.
Receive ACH origination paid off loan reports weekly and complete file maintenance accordingly.
Process all ACH Written Statements of Unauthorized Debit Transactions, stop payments and U. S. Treasury reclamations.
Serve as contact person for ACH audits; provide reports and supporting documentation, relevant to ACH processes, to auditors upon request.
Serve as contact person for the Federal Reserve Bank regarding all ACH processes.
Serve as troubleshooter and problem solver for all ACH issues.
Maintain compliance standards in relation to all ACH processes.
Notify respective departments concerning all ACH origination returned items.
Perform all other duties as assigned by management.
Payment and Services Support Specialist Tier 4 (Grade 9)
Ability to support Payment and Services Support Specialist Tier 1-4 as needed.
Process business Payroll / ACH transactions as required.
Draft and send out appropriate communication to members as necessary.
Retrieve, interpret, prepare and send analytical reports, related to vendors, upon request.
Perform daily processing and balancing of all business ACH, related files (including debits, credits, exceptions, and returns) while maintaining dual control requirements.
Maintain accurate and detailed ACH and payroll records and reports.
Periodically review and update business ACH related policies and procedures
Ensure business ACH origination authorizations are complete and in compliance with business ACH rules and regulations.
Process business ACH origination (PPD and TEL) entries accurately in accordance with regulatory requirements.
Retrieve business ACH origination paid off loan reports weekly and complete file maintenance accordingly.
Process all business ACH Written Statements of Unauthorized Debit Transactions, business stop payment requests and business related U. S. Treasury reclamations.
Serve as contact person for business ACH audits; provide reports and supporting documentation, relevant to business ACH processes, to auditors upon request.
Serve as contact person for the Federal Reserve Bank regarding all business ACH processes.
Serve as troubleshooter and problem solver for all business ACH issues.
Maintain compliance standards in relation to all business ACH processes and transactions.
Update and maintain business ACH origination templates to assure efficiency, in the posting of recurring loan payments.
Notify respective departments concerning all business ACH origination returned items.
Process all rejected items, relevant to business ACH origination and back off loan payments accordingly.
Review and release business mobile check deposits in accordance with guidelines and procedures.
Fulfill all business wire transfer requests, including entry, review, verification, and release and upload the file to the wire transfer platform daily, in accordance with written policies and procedures.
Serve as contact person for business wire transfer audits; provide reports and supporting documentation, relevant to business wire transfer processes, to auditors upon request.
Make decisions on behalf of, and in the best interest of, the credit union within the established scope of authority. This may be related to, but not limited to, problem-solving, training, ensuring accuracy of daily work, and responding timely to requests from all members.
Qualifications: Education Requirements:
High school diploma or equivalent required.
Experience Requirements:
AAP/APRP certification preferred
Minimum six months job-related experience including customer service and sales preferred.
Additional Skills:
Effective communication, interpersonal, analytical, and conflict resolution skills.
Math and general clerical aptitude.
Ability to promote Member Ones products and services and demonstrate that ability to peers.
Ability to multitask and prioritize.
Attention to detail.
Functional knowledge of Credit Union systems, products, services, and procedures.
Reliability and dependability.
Positive attitude and willingness to learn.
Aptitude and desire for goal achievement.
Willingness to work within a team environment.
Ability to understand and apply principles of risk management.
Must be able to work Saturday hours when needed.
Ability to deal with all levels and departments of the organization.
Physical Demands:
This position may require stooping, bending, squatting, and reaching for limited periods of time. Occasionally may be asked to handle, move and/or carry large boxes of supplies/files weighing up to 15 pounds. May require sitting and standing for extended periods of time.
Affirmative Action /Equal Opportunity Statement:
Member One Federal Credit Union is an equal opportunity/affirmative action employer and considers all qualified candidates without regard to an applicants race, color, religion, sex, national origin, age, disability, marital status, veteran status, genetic information, or based on any other class protected by law. M/F/Disability/Covered Veteran.
Qualifications: Education Requirements:
High school diploma or equivalent required.
Experience Requirements:
AAP/APRP certification preferred
Minimum six months job-related experience including customer service and sales preferred.
Hiring Insights Job activity • Posted 2 days ago