Job Summary

We are seeking a dynamic and detail-oriented Payment Services Representative to join our team! In this vital role, you will serve our credit union members, ensuring smooth and efficient processing of payments and financial transactions. Your energetic approach and excellent communication skills will help foster positive relationships, support member inquiries, and uphold the highest standards of service. This is a unionized position, with union benefits, with weekly union dues and a union initiation fee.

Duties

Under the direction of either the Payment Services Supervisor, Accounting Manager or CFO, the Payment Services Representative is responsible for handling inbound and outbound calls to assist with payment processing, account inquiries, and transaction issues using professional phone etiquette. Support customer service efforts by providing clear, accurate information ensuring member satisfaction. Perform data entry tasks with precision to record payment details, update member accounts, and maintain accurate records. Conduct analysis of member accounts to identify discrepancies or potential issues, escalating complex cases to appropriate teams. Maintain thorough documentation of all interactions, transactions, and follow-up actions in compliance with company policies. Demonstrate excellent communication skills by actively listening to member needs and providing tailored solutions promptly.

Department functions include the processing and/or backup of department related duties for ACH, ATM Services, Card Plastics – ATM, Debit Card & Mastercard, Checks, Direct Deposit, EFTs, Fraud, Merchant Services, ODP Courtesy Pay and Payroll Postings. Representative is responsible for meeting deadlines, balancing, general ledger postings, adjustments, reconcilement, settlement, and file maintenance of department functions. End of month tasks include reporting to the Board for writes off, ODP usage, preparing, posting, and finalizing month end. Employee will perform member service for department related functions including member correspondence, processing discrepancies, fraud risk calls & claims, providing provisional credit, processing debit card travel notices, and government reclamations. Department employees will assist other CU employees in the interpretation/understanding/set up of departmental data or reports and will also be responsible for back-up duties in the Accounting or Operations department as needed. Employee can expect to complete other miscellaneous duties within the department that fall under the department related processes.

Requirements

• Multilingual abilities are highly preferred; fluency in English plus Spanish languages is a strong asset.
• Prior experience in Payment Services for a financial institution for 3 years or more.
• Experience using SYMITAR as core processor desired.
• Strong computer literacy with proficiency in Microsoft Office applications and general data entry skills.
• Excellent phone etiquette and communication skills to engage confidently with diverse clients.

Pay: $23.71 - $29.63 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• Do you agree to authorize a full background check?

Education:

• High school or equivalent (Required)

Experience:

• Payment Services: 3 years (Required)

Language:

• Spanish (Preferred)

License/Certification:

• NACHA Certification (Preferred)

Work Location: In person