Payment Services Representative I chez Pacific Service Credit Union

Working for Pacific Service Credit Union
 

We put people first. That includes our members, our employees and the communities we serve. We hire energetic and enthusiastic people who want to work as part of our team.
  

What’s in it for you? 
 
Health insurance coverage: We provide our employees with 100% premium employer-paid medical, dental, vision, disability and basic life insurance for full-time employees and a low monthly premium for eligible dependents. 

401k: We contribute 3% of your base salary to your 401k account regardless of whether you contribute or not. In addition, we match 75% of your contributions up to the first 3% of eligible compensation beginning after your first day of employment and up to 6% after three years of service. 

Bonus program: All employees are rewarded for attaining our annual organizational goals.

Tuition Reimbursement program for employees eligible after six months of service.

Recognition program where employees can be nominated by management, their peers or by members.

Employee referral bonus.

Student Loan Repayment Assistance: Contributions toward your student loans every month by the credit union after six months of service.

Employees are eligible to receive a consumer loan rate discount 

Vacation and sick time: Full-time employees receive more than two weeks’ vacation per year, 11 paid holidays and 10 days of sick leave.

Our Hiring Process

We believe it’s important for you to know where you stand in our hiring process. Below is an outline of the steps we take to make the best hires possible.

Apply: Submit your resume for one of our job openings.

Our Talent Team and our partner – Total Quality Consulting (TQC Team) will review your submitted information and will call or email successful applicants for an interview as soon as possible.

In-Person Interview: After a screening call with TQC, we’ll invite a final number of candidates to our office for an in-person interview or set up a live Zoom meeting with the hiring manager(s).

If we believe that you have what it takes, we'll make an offer and provide next steps in the hiring process!

ABOUT THIS ROLE:                                                                                                                                                                          

At Pacific Service Credit Union, we are committed to strengthening our members’ financial future through trustworthy practices, superior products, and exceptional service. The Payment Services Representative I is responsible for providing quality member service in all areas of the Credit Union's Payment Services Department by communicating with members, other Credit Union departments and outside agencies, and by performing monetary data entry, account file maintenance and dispute research/resolution. The department supports Checking, ACH, Incoming Wire Transfers, Account to Account (A2A) and Zelle Person to Person (P2P) payments, Levies and Garnishments, Mobile Deposit , BillPay and other payment-related functions.

ESSENTIAL JOB FUNCTIONS:

• Answer member inquiries and provide service by telephone, email or in writing, process monetary transactions and perform file maintenance using different vendors’ systems and Credit Union computer systems.
• Post payments and appropriate adjustments/charges to accounts, including adjustments for returned payments, account transfers, and credit balance refunds. Reconcile any unposted items in the general ledger accounts.
• Perform data entry and filing of the Authorization Agreement for Pre-authorized Payments. Verify data entry performed by other departments.
• Perform daily review and analyze high risk mobile deposit items within Catalyst’s TranzCapture software; balance all mobile deposit items daily.
• Process Levies and Garnishments in accordance with regulatory rules.
• Process ACH transactions, ACH disputes, fraud claims and stop payment requests in accordance with regulatory rules and NACHA guidelines.
• Process share drafts and fraud claims in accordance with regulatory rules.
• Accurately process incoming wire transfers in accordance with regulatory rules.
• Assist members with troubleshotting and resolving issues related to payment services such as ACH, A2A, Zelle and Bill Pay.
• Process file maintenance requests, including address changes, closure requests, name changes, requests for replacement or additional cards or ACH modifications.
• Provide service and correspond with members through online banking secure message.
• Process department reports, work with members and appropriate parties to ensure that losses are minimized.
• Post routine exceptions from daily reports, locate and correct any unresolved outages on a daily basis.
• Keep management aware of member problems, concerns with outside agencies, and workflow backlog.
• Comply with all federal and state laws, as well as organizational policies, procedures, and processes, including (but not limited to) those related to the Bank Secrecy Act (BSA), Identity Theft Red Flags, and Office of Foreign Assets Control (OFAC). Perform related responsibilities as required.
• Enthusiastically provide support for Credit Union goals.
• Regular and reliable attendance, including punctuality, are essential to achieving organizational excellence.
• Maintain regular and reliable attendance, including punctuality, are essential to achieving organizational excellence.

SUPPORTING FUNCTIONS:

• Provide backup support for Card Services Department, as needed.
• Perform other duties as assigned by the Card & Payment Services Manager.

COMPETENCIES:

The following competencies are essential for success in this role:

• Collaboration: Establishes and maintains effective relationships, exhibits tact and consideration, displays positive outlook and pleasant manner, offers assistance and support to co-workers, works cooperatively in group situations, works actively to resolve conflicts
• Effective Communication: Expresses ideas and information in a clear and concise manner; tailors message to fit the interests and needs of the audience; delivers information in a manner that is interesting and compelling to the listener; keeps others adequately informed
• Execution: Turns strategy into action, aggressively pursues challenging goals and objectives; willing to put in requisite time and effort to accomplish objectives; takes a highly focused, goal driven approach toward work; implements plans efficiently and produces desired results within a specified timeframe
• Job Knowledge: Competent in required job skills and knowledge, exhibits ability to learn and apply new skills, requires minimal supervision, displays understanding of how job relates to others, uses resources effectively
• Problem solving: Identifies and resolves problems in a timely manner, gathers and analyzes information skillfully, develops alternative solutions, resolves problems in early stages, works well in group solving situations
• Quality of work: Demonstrates accuracy and thoroughness; critically reviews work processes to ensure quality; identifies and resolves problems that could impact quality; makes sure deliverables and services meet all requirements, expectations and deadlines; does not make the same mistakes twice

These competencies are essential to upholding our values and delivering exceptional service to our internal and external members.

REQUIRED MINIMUM QUALIFICATIONS:

Education:

• High school diploma or GED required.

Experience: 

• 0-2 years experience handling monetary account transactions in a computerized environment. This experience should include experience with balancing basic general ledger and daily transactions and recognizing/correcting out of balance conditions.
• One (1) year customer service experience in a telephone service environment. Preference is given to prior credit union and payment processing experience.
• Skills to effectively work in a fast paced and ever-changing environment with strong attention to detail.
• Specifically, proven experience in completing repetitive tasks with a high degree of accuracy required. Excellent written, oral, and interpersonal communication skills required.
• Capacity to answer telephones and communicate with members and other credit union staff required.  This includes the ability to communicate with and manage difficult conversations with members in multiple situations.
• Ability to maintain a basic understanding of the Credit Union Payment Services Department functions, other Credit Union services, Credit Union computer systems, and Credit Union procedures as required.
• Proficiency in computer programs, (e.g. Microsoft Office).

PREFERRED QUALIFICATIONS:

• Knowledge of Symitar software system preferred.

PHYSICAL REQUIREMENTS: 

OTHER INFORMATION:

Hours Required: A work schedule of Monday through Friday, generally 8 a.m. to 5 p.m. Hours may fluctuate moderately to accommodate business activity. Schedules are subject to change based on organizational needs. This position is eligible for the credit union's telecommute policy.

Travel Requirements: No travel required for this position.

Work Environment: This position is based in a climate-controlled office environment with ergonomic workstations in a two-story building with an elevator. Subject to standard background noise found in an office environment. Natural light from large windows, supplemented by artificial lighting to ensure a comfortable working atmosphere.