Support Services Representative - Payment Services

POSITION: SUPPORT SERVICES REPRESENTATIVE – PAYMENT SERVICES

CLASSIFICATION: HOURLY / NON-EXEMPT

REPORTS TO: AVP, SUPPORT SERVICES 

DIRECT REPORTS: NONE – INDIVIDUAL CONTRIBUTOR

COMPENSATION: $25.00 - $30.00 DOE 

PRIMARY OBJECTIVE

The Support Services Representative is responsible for day-today support of Members and branch operations staff with administrative processes involving payment systems, products and services. Ensure members receive timely and accurate quality service, in accordance with policies and procedures. Ensure the credit union operates efficiently and accurately.

PRINCIPAL DUTIES AND RESPONSIBILITES, INCLUDE BUT ARE NOT LIMITED TO:

PAYMENT SYSTEMS KEY RESPONSIBILITIES

• ACH - Perform various ACH functions, including daily settlement of ACH activity, processing of ACH exceptions and returns, originations, death notifications and reclamations, and internal and external transfers initiated through online banking.
• WIRES - Perform various Wire Transfer functions, including entering, verifying, and/or transmitting outgoing and incoming domestic and foreign wires.
• DRAFTS - Perform various Share Draft functions, including processing daily Share Draft clearing and returns, Overdraft Privilege monitoring, Remote Deposit Capture and charge off processing and recoveries.
• IRA - Perform various IRA functions, including daily/monthly/annual review and processing of IRA transactions.
• MEMBER SERVICES
• Troubleshoot service issues and coordinate with various departments in the identification and resolution of operational issues. Identifies situations impacting Members to determine and implement solutions in a timely manner to service both internal and external Members.
• Perform other various Deposit Operations functions including member account research and adjustments, processing legal order fulfillment, fee cap reporting, handling of incoming and/or returned mail, and processing of Verification of Deposit requests.
• Research, resolve and respond to all Help Desk tickets as assigned, within 24 hours.
• COMPLIANCE AND SECURITY
• Maintain knowledge of and follow strict Bank Secrecy Act (BSA), Office of Foreign Assets Control (OFAC), and NACHA operating rules to prevent fraud.
• Participate in ACH audits, regulatory examinations, and annual ACH compliance reviews. 
• Other duties and responsibilities as assigned by the Credit Union, and within the department.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand as necessary.

POSITION REQUIREMENTS

• Degree Requirements: Some college or Associate’s Degree in Business, Finance, or related field OR equivalent education and/or work experience.
• Experience required: 2 to 5 years of general financial institution background with specific back-office operations experience in electronic payments.
• Working knowledge of payment systems, strong understanding of ACH rules, wire transfer protocols, and core credit union data systems.
• Knowledge of bank clearing systems requirements and standard deposit processing practices
• Strong regulatory knowledge and understanding of Regulation E, Regulation CC, and NACHA rules.
• Excellent member service skills along with a willingness to learn and expand responsibility.
• Familiarity and understanding of applicable banking laws and regulations affecting operations is required.
• Must have strong attention to detail, clear written and verbal communication, and problem-solving abilities for time-sensitive error resolution.
• Ability to work independently and make judgments on monetary transactions and Member service requests with little supervision.
• System Knowledge: Familiarity with credit union core systems (e.g., Keystone, Symitar) and payment services platforms (e.g., FedLine, Catalyst)
• Software: Proficiency in Microsoft Office (Excel, Word, PowerPoint, Teams).