Position Title: Payment Specialist

Location: Sacramento, CA - University Ave

Position Summary

This position is responsible for addressing members' needs primarily related to credit, debit, and ATM card services via phone or through the Alkami platform. They support and perform advanced operational functions for the servicing and maintenance of card-related products. This role involves communication and interaction with members, staff, vendors, and merchants to assist with card-related issues alongside integration with non-card-related matters.

Salary Range: $20.00/hr. - $28.58/hr. DOE.

Duties and Responsibilities:

• Understand and adhere to the credit union's BSA-AML compliance program.
• Participates in all training required training programs.
• Review daily reports and determine the course of action.
  • Large ATM Deposit
  • Shared Branching Reports
  • Network Exceptions
  • Coop Daily Reports – Daily in the A.M.
  • FIER Report
  • PPS Card Order List
  • Complete funds transfers, issue provisional credit, credit revocation, posting of final credits, and communicate dispute status to customers by letter, phone, Alkami message center, or email (if available).
  • Maintain a daily spreadsheet to keep track of chargebacks entered, credited, denied, and represented.
  • Process any chargebacks for Visa or Debit cards, via the Data Navigator System in compliance with Visa International’s rules and regulations and Regulation E.
  • Process any interest, payment, or late charge adjustments to our member’s credit card accounts through the dispute process.
  • Make notes on all disputes and fraud in the Symitar system.
  • Upload all letters and dispute claims to the member's account through Synergy.
• Process debit card return mail to include adding notes to Symitar, logging, and forwarding of cards if needed.
• Review Ensenta queue for ATM deposits 2 times a day.
  • Post journal entries for adjustments.
  • Reverse deposits from member’s account
  • Open cases to adjustments and/or returns through “Jack Henry For Clients”
• Create messages to other institutions for adjustments through For Clients and Coop – Data Navigator for return checks for their cardholders.
• Download reports from Jack Henry for adjustments from other institutions. Post the adjustments accordingly.
• Respond to all Shared Branching inquiries via phone, email, and fax.
• Review CAMS Alert for compromised cards and act upon it.
• Respond to FICO Fraud Alert via email and fax.
• Respond to Cooper Fraud Alert for shared branching.
• Monitor Alkami queues for card disputes/fraud, respond to members’ messages by phone or Alkami message center, and follow up with collecting the Cardholder Dispute form 1-2 times a day. Follow up on any unanswered messages by phone.
• Monitor Tracker queues for card disputes/fraud claims forms from branches.
• Respond to ECM payment adjustment emails.
  • Send email to appropriate MSR and departments.
  • Post adjustments from member’s account as needed and charge fee.
• Assist branches with questions on all credit union products and services via phone and email.
  • Answer questions about card fraud, cards not working, card activation, card denial, etc.
  • Answer questions on procedures.
• Maintain current procedure manuals for desk duty functions.
• Process all Incoming Wires.
• Verify and review Outgoing Wires.
• Process Cash Orders in FRB
• Review and complete Unpaid Interest Report monthly on the 1 st day of the month.
• Post all SBA loan payments as needed.
• Review and complete SSA and AVS once a week at a minimum.
• Cross-train in other job duties to help with coverage within the department.
• Other duties as assigned.

Education/Experience Requirements

• High School Diploma or equivalent
• Minimum of 3 years of experience in card services or related field.
• Minimum of three to five years of related banking experience.
• Willingness and flexibility in taking on new responsibilities.
• Proficiency in computer programs such as MS Word, Excel, and Outlook.
• Must have good verbal and written communication skills.
• Takes responsibility for own learning and development opportunities.
• Strong ability to work independently or in teams and manage multiple priorities.
• Able to work under pressure with multiple deadlines.
• Strong math skills, detail-oriented, accurate data entry skills, and problem-solving skills
• Sound understanding of credit union products and services.
• Knowledge of Visa processing and regulations and Regulation E.

Benefits include Paid Time Off (PTO), medical, dental and vision coverage, life insurance, 401K match, and CU contributions to a retirement savings fund.

If interested please email your resume to 90f3f1e2f5f5e2e3d0f6f9e2e3e4e5e3beffe2f7. No phone calls please!

Position Title: Phone Center Member Service Representative I - University Phone Center

Location: Sacramento, CA - University Ave.

Position Summary

Demonstrate a high level of member service by supporting multiple contact channels, primarily via telephone. Under general supervision of the Phone Center/University Branch Manager, and in conformance with established policies and regulations, match credit union products and services to member needs.

Salary Range: $20.00 - $28.58/hr. DOE.

Duties and Responsibilities:

• Assist members over the telephone by processing transactions and providing information on Credit Union products and services
• Help resolve member questions and account issues through research and follow up
• Advocate for our members and be willing to escalate calls or solicit help when needed
• Deliver excellent member service in an efficient and professional manner
• Maintain confidentiality of member and credit union records
• Recognize red flags and inconsistencies during member interactions
• Demonstrate empathy on each member engagement
• Meet individual goals while contributing to Contact Center objectives
• Understands and follows the CU’s BSA-AML compliance program including but not limited to:
  • Filing Currency Transaction Reports
  • Filing Suspicious Activity Reports
  • Conducting OFAC checks in accordance with the CU’s OFAC screening procedures
• Perform member transactions with a high level of accuracy
• Process mail deposits/payments, account closure requests, and perform account maintenance such as address changes, ordering ATM/debit cards, check orders, etc.
• Perform job functions of University Branch Member Service Representative, as needed
• Performs other duties as assigned
• Helps with branch’s assigned collateral duties
• When needed, perform Member Service Representative job functions at University Branch including, teller transactions, loan fundings, account maintenance, vault and ATM balancing, and member follow up

Education and/or Experience:

• High School diploma or equivalent
• 6 months to 1 year financial institution experience preferred
• Ability to operate computer terminal and general office equipment
• Excellent member service and sales skills
• Type 20 wpm
• Strong interpersonal communication & problem-solving skills
• Balancing and transaction accuracy

Working Conditions/Physical Demands

• Works in an office environment, requiring the use of office equipment, such as personal computers.
• May be required to travel to other offices when additional staffing coverage is needed.

Benefits include Paid Time Off (PTO), medical, dental and vision coverage, life insurance, 401K match, and CU contributions to a retirement savings fund.

If interested please email your resume to 90f3f1e2f5f5e2e3d0f6f9e2e3e4e5e3beffe2f7. No phone calls please!