Position
Payment Services Support Specialist
Job Code-8489
req5296
Delta Community Credit Union Administrative Office - Riverwood 200
Full Time

Job Description
Create your success story at Delta Community Credit Union – where opportunity meets purpose. Through our commitment to excellence, Delta Community has received numerous industry awards and earned the trust and loyalty of our employees, members and the metro Atlanta community. We value talent, encourage growth and keep community at the heart of everything we do. That’s why we’re one of Atlanta’s Best Places to Work! Whether you’re starting your professional journey or navigating the next step in your career, we invite you to join the Delta Community Credit Union team. 

The Support Specialist is the subject matter expert for all P2P, Online Banking including Bill Pay, ACH, and Wire Transfer, including monitoring for and mitigating unusual and/or fraudulent activity across real time payment channels.  The position provides detailed technical and/or administrative support to both internal team members, end users, and the Payment Services management team. Payment Services Support Specialists requires a high level of proficiency in understanding and managing a range of payment software systems and/or applications.  The Support Specialist position requires a high level of analytical, research, fraud mitigation and/or monitoring, and sophisticated problem solving skills. The Support Specialist researches, documents, tracks, and monitors any issues with the above mentioned products and/or services to ensure that they are operating safely and efficiently. Additionally, s/he performs Electronic Funds Transfer (EFT) support services such as reviewing and correcting payment/deposit transactions on multiple exception reports, making adjustments and General Ledger (GL) reconciliations, as well as any other duties assigned. 
Practices safety conscious behaviors in all operational processes and procedures.  
Essential Functions:• Provides member research and/or support for P2P payment related activity.• Investigates real time payment products and/or services for unusual and/or fraudulent activity and implements fraud mitigation strategies, such as, but not limited to, blocking and/or reporting the bad actor(s) from using certain payment channels, enabling rules to limit transaction risk and exposure at the customer segment level.• Reviews and monitors real time payment network traffic, which includes member level settlement and reconciliation, for all P2P payments across the NOW network.• Supports the Payment Services management team by providing recommendations for process improvements and/or efficiency gains.  • Performs EFT support services, including reviewing and correcting /deposit payment transactions.• Reviews and corrects payment transactions from multiple exception reports.• Access multiple platforms and/or interact with various departments to research and resolve members questions.• Research and perform GL reconcilements.• Agent is accountable for the development and enhancement of Delta Community Credit Union relationships by providing measurably superior member experience.• Provides quality assistance for all members using secure email channel.• Participates in training sessions and webinars to stay abreast of various payment product and/or service enhancements.
Other• This description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.• This job description is subject to change at any time.

Position may offer work from home opportunities, pending specific performance and departmental needs.

Job Qualifications
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

Required Minimum Qualifications:• High School diploma or equivalent. • 1+ years’ of credit union, banking or financial services experience.• Proficiency in MS Word and Excel. • Possess good oral and written skills.• Efficiently transition from one call to the next.• Communicate effectively with internal and external customers.• Troubleshooting skills for problem solving and decision making to identify members' needs and determine appropriate action. • High degree of accuracy while maintaining volume standards. • Be self-motivated and work independently on multiple projects with minimal supervision. • Complies with all Credit Union policies and procedures including those related to Bank Secrecy Act regulations.  
Preferred Qualifications:• 2+ years’ of credit union, banking or financial services experience.• 2+ years’ financial services experience in a call center environment. • Experience in customer service technical support.• Working knowledge of general ledgers.• Ability to multitask.• Possess strong verbal and written skill.• Ability to research and solve problems by using strong decision-making skills.

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