Schedule: This is a hybrid position, some in office work is required. Shift can change depending on staffing and volume = approximately 8 hours per day normally between the hours of 8:00 – 6:00 pm, Monday – Friday with 1 hour lunch break, unless arrangements have been made; Saturday if needed.  Usually 40 hours per week.

 

JOB SUMMARY

The E-Payments Specialist will ensure all e-payment activities work efficiently to help support all areas of the credit union. Liaison as the subject mater expert for Capitol Credit Union, working with members, various departments and external vendors. Analyze transaction histories and patterns to detect potentially fraudulent activities or policy violations related to chargebacks. This position’s core responsibility is providing members with outstanding service in all interactions. Cultivating the culture of KAIZEN is required to be successful in this position.

 

ESSENTIAL FUNCTIONS

  • Maintain adequate controls to ensure compliance & regulations.
  • Perform department audits to include settlement and GL reconciliation.
  • Work compliance reports such as BSA, OFAC and enter wire data entry to Verafin.
  • Ensure accuracy by checking figures, postings, and documents for errors, mathematical accuracy, and proper coding.
  • Monitor ATM activity to proactively prevent downtime and/or issues. Escalate to ATM provider when necessary and log issues for tracking.
  • Review and process incoming chargeback claims to identify validity based on transaction evidence, customer interaction records, and merchant agreements.
  • Effectively analyze transactional disputes, identifying fraudulent activity, and resolve disputes to help minimize financial loss, safeguard revenue and ensure a trustworthy transaction environment for members. 
  • Implement strategies to recover funds while maintaining compliance with payment industry standards and regulations.
  • Coordinate and prioritize assigned projects, take ownership and handle multiple tasks simultaneously and accurately while meeting established deadlines. 
  • Ensure that the Credit Union’s card stock is maintained, and branches have adequate levels to service the members. Order and distribute Gift Card inventory to all locations, ensure that new hire staff are added to the Simplexes portal. Provide unlocking assistance as needed.
  • Uses communication skills effectively in order to work comfortably and successfully with employees, members and vendors to enhance overall credit union effectiveness.  Take ownership of issues and follow through on commitments.

 

EDUCATION

  • High school diploma or equivalent.

 

EXPERIENCE

  • A minimum of 3 years’ experience in an E-Payments/Card Services role required.
  • Experience investigating and resolving payment discrepancies and disputes, including chargeback and unauthorize transactions.
  • Knowledge of card issuer rules and regulations. Experience investigating and resolving payment discrepancies and disputes, including chargeback and unauthorize transactions is a must.
  • Ability to effectively manage vendor relationships on a day-to-day basis.
  • Experience with Credit Union systems such as Symitar, Synapsys, DocuSign are a plus.
  • Knowledge is Excel is a must
  • A passion for people and commitment to services, as well as dedication to building relationships with peers, staff, vendors, etc.

 

SKILLS/ KNOWLEDGE

  • The position requires good, basic, clerical, and administrative skills with emphasis on verbal and written communication skills, positive attitude, willingness to take initiative; and ability to maintain confidentiality.
  • Verify accuracy of financial or transactional data.
  • Collect deposits, payments, or fees.
  • Calculate financial data.
  • Ability to work accurately and quickly under company deadlines.
  • Ability to work with different software applications.
  • Communication skills – ability to express ideas clearly and concisely, in writing and verbally.
  • Interpersonal skills – cooperative, courteous, flexible, and good natured.
  • Effective work skills – must be conscientious, persistent, resourceful, productive, and active.
  • Must have the ability to make decisions and exercise considerable judgment and discretion in establishing and maintaining good working relationships and deal with employees in an efficient and professional manner.
  • Must have the ability to work independently.
  • Must have the ability to multi-task.
  • Must have attention to detail and accuracy.
  • Must have excellent customer service skills.
  • Ability to prioritize and balance multiple tasks and commitment to meeting and exceeding deadlines and goals.
  • Passion for customer service and problem solving.

 

PHYSCIAL ACTIVITES

  • Ability to sit or stand for 4-8 hours within a given day while conducting member transactions.
  • Constantly uses fingers and hands when operating a computer and other office machinery, such as a ten-key number pad or calculator, copy machine and computer printer.
  • Ability to hear average or normal conversations and receive ordinary information through verbal communications.
  • Average, ordinary visual acuity necessary to prepare or inspect documents or products, operate a computer or other office machinery.
  • Lifts, transfers, or moves up to 50 lbs. of coins, teller drawers, equipment, supplies, or other material daily.
  • Occasionally moves about, push/pull, climb, stoop, kneel and/or ascend/descend stairs to gather or deliver documents, coin bags, or cash drawers; access or troubleshoot office machinery (copy machine, computer printer); meetings with co-workers; and/or perform related duties.
  • Occasional travel to attend Credit Union events or training and other business development activities.

 

WORKING CONDITIONS

  • Consumer finance atmosphere located inside a building with no hazardous or significantly unpleasant conditions.

 

CONCEPTUAL INTELLECTUAL ACTIVITES AND OTHER REQUIREMENTS

  • Frequently conveys detailed or important instructions or ideas accurately, clearly, and/or quickly.
  • Understand, remember, follow, and exchange basic instruction, information and guidelines.
  • Technology savvy with the ability to learn new software quickly.
  • Projects a courteous, professional and positive demeanor with team members and members while providing prompt, efficient and accurate service to both internal and external members.
  • Organize thoughts and ideas into understandable terminology.
  • Ability to apply common sense and reasoning and decision making to carry out detailed, involved financial transactions and to resolve problems involving several variables.
  • Adheres to Capitol Credit Union Employee Handbook Policies and holds him/herself and other employees accountable.
  • Willingness to participate in training and development opportunities to improve job knowledge of Credit Union policies, procedures, and services and annual regulatory refresher courses.
  • Available to work Monday through Friday and Saturdays as required.
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