Payment Services Specialist

Pay Range: $27.36-$32.84 Remote Eligible: Hybrid We offer a pay-for-performance compensation program including bonuses for all employees and a competitive benefits package. See https://www.cuofco.org/careers for a high-level overview of our benefits package and bonus offerings. General Purpose of the Position The Payment Services Specialist is responsible for supporting the day-to-day administration, processing, and servicing of payment operations, including ACH processing, wire transfers, check processing, remote deposit capture, instant payments, Zelle, payment exceptions, balancing, and transaction research. This role assists with resolving operational issues, processing exceptions and adjustments, supporting reconciliations and settlement activities, and ensuring timely and accurate resolution of payment servicing requests while delivering a high level of member service. The role requires a strong understanding of payment processing systems, settlement and balancing procedures, ACH rules and regulations, wire processing requirements, operational controls, and digital payment technologies. ESSENTIAL DUTIES AND RESPONSIBILITIES . May perform other duties as requested or assigned. Serves as a subject matter expert for ACH processing, wires, share drafts, payment exceptions, balancing, settlement, and related payment operations processes, procedures, and systems. Process and manage ACH activities including originations, same-day ACH posting and settlement, ACH exceptions, stop payments, disputes, notifications of change (NOCs), returns, and transaction code posting in accordance with applicable rules and regulations. Process domestic and international wire transfers while ensuring proper authentication, controls, verification procedures, and compliance requirements are followed. Process and support share draft exceptions, Fed returns, post presentments, check adjustments, encoding corrections, foreign collection items, miscellaneous deposits, exception payroll processing, and related operational servicing activities. Support remote deposit capture repair processing, inclearing repairs, payment adjustments, operational exceptions, and transaction research. Research and resolve transaction discrepancies, general ledger outages, cash discrepancies, balancing inquiries, and operational exceptions related to payment activities. Maintain working knowledge of payment processing systems, core platforms, Federal Reserve systems, digital banking applications, and related operational systems necessary to support payment operations activities. Support implementation, testing, maintenance, and ongoing enhancement of payment products, technologies, and operational processes. Create and maintain operational procedures, balancing documentation, and process resources while identifying opportunities for process improvement, automation, operational efficiency, and enhanced service delivery. Support operational coverage across multiple communication channels including phone, chat, email, and ticketing systems while meeting established service level agreements (SLAs), delivering a high level of member service, and effectively de-escalating situations. Partners closely with frontline teams, Digital Services, Risk, Fraud, and the Member Experience Center to support operational processes, enhance the member experience, and deliver member value through secure, efficient, and reliable card services. Ensure compliance with network rules, Regulation E, PCI requirements, BSA/AML, OFAC, and all applicable federal and state regulations while supporting audits, exams, and operational reporting requirements. Requirements EDUCATION AND EXPERIENCE 1-2 years plus related experience and/or training; or equivalent combination of education and experience. Experience and expertise supporting payment operations including ACH, wires, check processing, remote deposit capture, instant payment, and Zelle. Minimum of three years of experience in customer service and supporting multiple communication channels. Functional knowledge of core processing systems and payment processing platforms is preferred. OTHER SKILLS AND ABILITIES Technical knowledge of basic accounting concepts, practices, and procedures. Knowledge of Credit Union computer system and other related computer applications, with emphasis in Microsoft products, including Microsoft Excel and Word. Proficient in 10-key and microcomputer operations. Ability to apply verbal and interpersonal skills that develop member confidence, respect and trust in Credit Union of Colorado and develop cooperative relationships with all levels of people throughout the organization. Self-motivated and strong time management and organizational skills. PHYSICAL DEMANDS While performing the duties of this job, the employee is typically required to sit for long periods. The employee continually is required to talk or hear. The employee is occasionally required to stand, walk, stoop and reach with hands and arms. The employee will occasionally lift and/or move up to [10] pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. [Limited travel required to visit CU locations as needed.] Core Competencies MEMBER FOCUSED Creates trust by building relationships and actively discovers the right solutions for Members and peers; understands that the credit union exists as a result of Member trust and loyalty in the organization and employees; is passionate and dedicated to meeting the expectations and requirements of internal and external Members. COOPERATION AND TEAMWORK Relates well to all kinds of people; builds appropriate rapport; works harmoniously with others; uses and understands diplomacy and tact; encourages collaboration; seeks opinions; is candid with peers; values working relationships. Readily puts in extra effort to accomplish important tasks. DECISION QUALITY Understands the member’s best interest is first; demonstrates decisions which are based on creating the best possible outcome for the member; makes decisions based on a mixture of analysis, wisdom, experience, and judgment; most recommendations and decisions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions. PROBLEM SOLVING Uses rigorous logic and methods to solve difficult problems creating effective solutions; is resilient and will own the solution and the problem; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers. ACTION ORIENTED Pushes self and others to achieve the best possible results for the Member, organization and employees; proactively seeks out opportunities; raises hand, rather than waits to be asked; not fearful of acting with a minimum of planning; understands that it’s OK to make a mistake (fail forward). ADAPTABLE Learns on the fly; is a relentless, versatile and an active learner; open to change; can learn new skills and knowledge; analyzes both successes and failures for opportunities to improve; understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works on compensating for weaknesses and limits. INNOVATION A cultural mindset that supports new ideas, fosters experimentation and drives continuous improvement to deliver member value. Combines and brings forward ideas in unique ways to make connections between disparate ideas; willingness to explore different lines of thought and suggestions and try new ideas through experimentation, views situations from multiple perspectives; brainstorms multiple approaches/solutions to benefit members. Credit Union of Colorado is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local laws. Please note applicants can redact any information that identifies their age, birth date, or dates of schooling on either their resume or any additional materials provided.