Payment Services Associate/ Oops Coordinator

Job Title: Payment Service Associate/ Oops Coordinator 

Report To: Payment Services Manager

Position: Full-time Hourly/Non-Exempt

Location: In-person - 13th St branch

Monday - Friday 8:30 - 5pm

General Summary

The primary responsibility of this position is to administer and manage the Credit Union's Overdraft Privilege Program. This includes daily monitoring, reporting, account maintenance, charge-offs, reserve calculations, and member and employee support related to the program. The position is responsible for ensuring compliance, accuracy, and effectiveness of the program while communicating findings, recommendations, and results to management.

Overdraft Privilege Program (Primary Responsibilities)

1. Serve as the primary point of contact for all internal and external inquiries related to the Overdraft Privilege Program.
2. Process charge-offs for Overdraft Privilege accounts and Fresh Start Repayment Plans when required.
3. Review suspended overdraft accounts and determine eligibility for reinstatement.
4. Perform account maintenance related to overdraft limits, codes, and program eligibility, including new accounts greater than 29 days.   
5. Calculate, recommend, and process reserve entries associated with the Overdraft Privilege Program.
6. Monitor program performance and prepare delinquency reports, management reports,  statistics, findings, recommendations, and other reporting as required.
7. Contacting members via telephone and email in reference to negative account balances
8. Processing returned deposit items that effect the checking account  balance       

Other Essential Duties/Responsibilities

1. Contacts delinquent members to discuss their accounts which are less than 30 days delinquent.
2. Determines delinquency causes. If appropriate, offers and provides financial counseling to the member whose account is delinquent, makes recommendations and establishes proper corrective action to bring the loan current.
3. Mails collection letters to members. Documents collection actions taken and refers serious problems to credit union management or the credit union’s collection agency. Maintains delinquency and collection history on all delinquent loan and collection activity.
4. Serves as the contact for the credit union’s collection agency.
5. Researches posting and transaction mistakes.
6. Processes Extension and due date requests.
7. Post and balance checks received on a daily basis.
8. Assists with overseeing daily payment services department operations. Ensures proper adherence to credit union delinquent notice policies and procedures and that all collection practices are in accord with legal requirements and regulatory policies and procedures.
9. Prepares delinquent loan report, month end reports and statistics as needed for Payment Services Mgr.
10. Attend annual training on BSA/AML to remain current on any changes to these policies and procedures and remain compliant
11. Participates in the Community Involvement goals of the credit union.
12. Orders supplies for the department as needed.
13. Reviews accounts to determine if overdraft privilege will be restored after it has been suspended.
14. Serves as point of contact for all members (internal and external) in relations to the overdraft privilege program.

Additional Duties/Responsibilities

1. Remains current on legal and regulatory issues, which may affect Payment Services.
2. Provides debt and financial counseling using established procedures.
3. Assists in maintaining collections records using established procedures.
4. Completes SAN (Suspicious Activity Narrative) when applicable according to policies and procedures set forth by Kinetic Credit Union, in accordance to BSA/AML regulations, and turns over to appropriate parties in a timely manner.
5. Responsible for completing Information Security Awareness training as directed by management.
6. Responsible for complying with GLBA, Safe Act, Regs B, D, E, CC, Z and other regulatory requirements
7. Performs additional duties as directed by management.

Technology Requirements

1. Employees must have smartphone (iOS or Android) to access company applications for tasks and security purposes.
2. Employees must install and use designated apps for access control and two-factor authentication to access company systems.

• Job requires a high school diploma or the equivalent and a commensurate level of language, math, and reasoning skills.
• In addition, three years of experience in a related field is preferred.
• Formal training should be supplemented with continuing education.

Work Environment/Physical Activities

• This role is primarily sedentary, involving des-based work, extended periods of sitting, and frequent computer use.
• When covering or assisting within the department, must be able to lift, carry, bend, twist, and move items weighing up to 25 lbs.
• The job calls for a high degree of mental concentration to interpret and act upon a wide range of situations.
• The job requires a high degree of attention to details.
• Job requires access to credit union’s network and core data processing system. Core system roles are assigned by Divisional Vice President