What are the responsibilities and job description for the Operations Support Associate - Payment Operations Specialist position at SELCO Community Credit Union?
Employment Type:
Regular
Employment Status.:
Full-Time
Job Category:
Operations
Average weekly hours:
40
FLSA Type:
Non-Exempt
Required Schedule Availability:
Mon-Fri: Between the hours of 8 a.m. and 6:30 p.m.
Position Overview
Perform and coordinate Operations Support functions at a high level of proficiency with a primary focus on assigned delivery channel.
Essential Functions
- Coordinate and complete daily processing tasks for assigned payment channel within established guidelines and timeframes which includes, but is not limited to, exception item processing; report preparation; file transmission; transaction processing.
- Create and maintain systems to support daily balancing activity between SELCO and processors which includes, maintaining general ledgers, research, reconciliation, error correction and resolving discrepancies.
- Coordinate dispute/charge-back processes for payment channel within established timeframes, which includes monitoring reports, ensuring accurate completion of forms, and working closely with internal and external personnel.
- Assist internal and external members with inquiries about account transactions, errors, corrections, and research requests. Communicate corrections clearly and accurately. Take action to resolve system errors that are discovered.
- Act as a resource for complex issues, difficult situations, problem resolution, and risk mitigation within area of specialty.
- Participate in the development and implementation of process and procedural improvements with Operations Support functions to enhance service capabilities and improve operational efficiency, including participation in and/or leading cross-functional or departmental projects.
- Coordinate and maintain fraud prevention tools and processes to ensure adequate prevention, detection, and response. Act as a resource to help others identify and mitigate risk.
- Create and maintain internal educational material and training on Operations Support processes and procedures within area of specialty.
- Maintain Operations Support systems and processes within applicable laws, federal and state regulation, Credit Union policies and other compliance obligations including, but not limited to: Regulation D, Regulation E, Regulation CC, and other applicable laws pertaining to payments.
- Maintain professional relationships with various Operations Support Vendors and Contacts.
- Ensure quality control and adhere to established procedures regarding handling of negotiable instruments and sensitive information.
- Act as a system administrator for user access to systems maintained by Operations Support.
- Interact with internal and external customers in a warm and friendly manner, demonstrate a sincere interest and willingness to help.
- Assist with department duties and training as requested.
- Attend and actively participate in required meetings and trainings.
- Consistently achieve individual performance goals and contribute to department and organizational objectives.
- Demonstrate leadership skills and uphold SELCO’s mission statement, corporate values, service promises, and exceptional customer service standards.
- Represent the Credit Union with a high level of integrity and professionalism.
- Adhere to federal and state regulations, Credit Union policies, confidentiality requirements, and other compliance obligations.
- Adapt to change to accomplish SELCO’s goals and objectives.
- Perform other duties as assigned.
Skills and Abilities
The position requires the following:
- Effective and professional communication skills in person, over the phone, and in writing including through electronic channels.
- Exceptional customer service skills by using the GVAL-HI approach to providing service. Greet people, Value them. Ask how you can help. Listen. Help them. Invite them back.
- Sophisticated computer and software skills, including Microsoft Office 365 applications.
- Good understanding of computer transactions needed to perform operational tasks with the ability to read histories and interpret account activity.
- Firm knowledge of financial accounting procedures and ability to work with and understand data processing reports.
- Effective interpersonal skills with the ability to build strong, collaborative relationships with individuals and groups at all levels both within and outside the Credit Union.
- Excellent time management, prioritization, and organizational skills with a high level of initiative, responsibility, and accountability, including flexibility to adapt to changing business needs and deadlines.
- Ability to maintain a high degree of accuracy in handling transactions and negotiable instruments.
- Strong analytical ability with active listening skills.
- Ability to perform duties in an environment with background noise and complete tasks despite interruptions.
- Ability to work accurately with a close attention to detail.
- Initiative and ability to effectively cross-sell SELCO’s products and services.
- Ability to maintain confidentiality of sensitive information.
- Work ethic that includes dependability, punctuality, and a professional appearance and demeanor.
- Possess comprehensive knowledge of banking and general state and federal laws and regulations such as financial privacy, fair lending, and BSA, etc.
- Willingness and ability to give, receive, and assimilate coaching and feedback.
Education and Experience
- High school diploma or equivalent; and
- At least two (2) years of payment operations experience in financial institution; and
- Accredited ACH Professional (AAP), or National Check Professional (NCP), or similar certification preferred, but not required; and
- Must be bondable.
Physical Demands
While performing the job duties, approximately 85% of the time is spent stationary, with the remaining time spent moving around work areas. Frequent communication occurs in person, over the phone, and in writing. This position requires the ability to view a computer screen and interpret printed materials and other documents. This position requires the ability to lift and transport up to 5 pounds, and there is an occasional need to stoop, kneel, or reach to access documents, equipment, and supplies.
Interaction and Work Environment
Reports To: Operations Support Assistant Manager and Operations Support Manager.
Work areas are inside in a climate-controlled environment with background noise.
Material and Equipment Used
Computer, phone, scanner, copier, fax machine, web camera, and general office supplies
Acknowledgement
I have received and reviewed a copy of the Operations Support Associate – Payment Operations Specialist job description. I understand that this job description is not a contract of employment and in no way changes the at-will nature of the employment relationship with SELCO Community Credit Union.
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