Hybrid Payments Support Specialist at Dover Federal Credit Union

Description

General Summary

The Payments Support Specialist is responsible for reviewing Remote Deposit capture (RDC) deposits, Automatic Teller

Machine (ATM) deposits, and verifying and releasing daily wires. The goal is to create and support a state-of-the-art out

of branch experieance by processing member payments and deposits that are received digitally. This position will also

have to adhere to Federal Regulations in accordance with the Jobs being performed.

Essential Functions:

Wire Transfers

• Complete the Verif,/ and Release Process for incoming and outgoing wire requests received from Members in Branches,
• Members calling into the Member Resource center, or from other departments such as Accounting, commercial Lending, or
• Home Equities. 
• Complete tasks that are associated with wire requests such as maintaining wire logs. 
• Combine Symitar wire receipts, wire forms signed by members, or any supporting documents in Adobe and filings in Fast Docs. 
• Return wires to initiator and manager as needed.
• Research requests for incoming or outgoing wires.
• Review folders for wire recalls or service messages. 
• Ensure procedure is being followed and is up to date.

RDC & ATM Deposits

• Verify Mobile, Remote and ATM Deposit items for processing: Ensure that the deposit details match the member's account and
• transaction information.
• Examine check images: Review the quality and authenticity of check images submitted through remote, mobile, or ATM deposit
• applications.
• ldentify any signs of potential fraud or suspicious activity, such as altered checks or counterfeit items. Contact Fraud or place
• appropriate extended holds.
• Ensure that all deposits comply with banking regulations, policies, and procedures. Update procedure if necessary.
• lnvestigate and resolve any discrepancies or errors related to deposits. Notating Member accounts accordlngly ifdeposit is
• rejected, deleted, or adjusted.
• Scan End of Month Report in Fast Docs.
• Error resolution: investigating and resolving any discrepancies or errors related to deposits. Notating Member accounts
• accordingly, if deposit is rejected, deleted, or adjusted.
• . Scan End of Month Report in Fast Docs.

Other Duties

• Process member requests received through channels such as (but not limited to) voicemail, mail, secure messaging, email, or faxe5 regarding the member's accounts.
• Process Social Security and Medicaid Verifications through the SSI Asset Verification Program and Acuity
•  Remain current on credit union product knowledge and use that knowledge to meet members' needs. 
•  Meet all established service goals to ensure timely processing of members requests.
•  Adhere closely to member confidentiality and authentication procedures.
• Direct member concerns in a timely manner to the appropriate team members.
•  Research and resolve members' discrepancies related to member accounts and communicate member service concerns to management.
• Process adjustments, changes, or deposits to existing accounts as requested by member.
• Scan all member related documentation upon initiation.
• Cross-train to become proficient and knowled8eable in the operations of the credit union.
• Attend staff meetings and training sessions.
• Record retention and proper destruction of paper documents and electronic files.

Requirements

• Requires education equivalent to a four-year high school diploma.
• Previous related experience in an office setting required.
• At least 2 to 3 years of customer service experience preferred.
• At least 1 to 2 years of experience in a financial institution highly preferred.
• Excellent time management skills, as well as professional, well-developed interpersonal skills to deal courteously and effectively with a diverse group of people.
• Working knowledge of Microsoft Office suite and experience with multi-line telephones preferred.
• Intermediate mathematical skills required

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the

essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the

essential functions.

While performing the duties of this job, the employee is frequently required to sit, use hands to finger, handle or feel, reach with

hands and arms, and talk or hear. The employee is occasionally required to stand, walk, bend, kneel, and reach above or at shoulder

level. The employee must occasionally lift/push/pull and/or carry up to 10 pounds.