Digital Payments Specialist

Overview

This role serves as the highest escalation point for digital payment channels, primarily for loan payments and Skip-A-Pay (via Alacriti), with secondary coverage for P2P (Zelle), Bill Pay, and new account fundings (Clover and Plaid).

The position is the main point of contact for each payment vendor and is expected to maintain a monthly cadence with vendor partners. The role also supports administration of monthly meetings for Online Banking SMEs to improve utilization of Zelle and Bill Pay resources for member issue resolution.

Responsibilities

• Oversee day-to-day operations of Alacriti by:
  • Balancing daily batches with the accounting team
  • Processing returned and disputed payments
  • Overseeing the Skip-A-Pay program, including Robotic Process Automation
  • Assisting with new payment development
• Serve as backup to DPP to oversee day-to-day operations of ancillary payment products, including:
  • BillPay
  • New account funding channels (Clover and Plaid)
• Support administration of monthly meetings for Online Banking SMEs by training on:
  • Use
  • Function
  • Troubleshooting of Zelle and Bill Pay
• Assist the Fraud Department by:
  • Investigating disputes and fraud claims related to payments originated by the organization
  • Recommending and restricting services for accounts designated as high risk
  • Tracking and monitoring losses from fraud, returns, and disputes

Requirements

• 3 to 5 years of similar or related experience
• One of the following:
  • A two-year college degree
  • Completion of a specialized certification or licensing
  • Completion of specialized training courses conducted by vendors
  • Job-specific skills acquired through an apprenticeship program
• Work involves extensive personal contact with others and handling information of a personal or sensitive nature
  • Motivating, influencing, and/or training others is key at this level
  • Requires ability to foster sound relationships and influence and/or sell ideas or services to others
• Excellent oral and written communication skills
• Ability to comprehend and apply rules and guidelines appropriately
• Professional presentation and ability to maintain productivity with little supervision
• Self-motivation to complete job tasks to the best of personal ability
• Eagerness to learn new information in a fast-paced environment and adaptability to apply new information as appropriate
• Technological proficiency:
  • Use of a personal computer including MS Word and Excel
  • Ability to use web and web-based applications
  • Keyboarding at 30 wpm
• Industry-specific capabilities:
  • Ability to alphabetize and sort in numerical order
  • Attention to detail with strong organizational and communication skills
  • Ability to change tasks quickly and efficiently and manage multiple conflicting priorities

Physical Requirements

During the course of a normal workday, incumbents will:

• Sit, stand, walk, see, hear, and reach
• Use gross and fine motor coordination for activities such as using standard office machines and using paper (including counting cash, sorting, and filing paper items)
• Occasionally lift and carry incidental items such as supplies