Payment Operations - ACH Payment Operations Senior Specialist

Golden 1 Talent Acquisition Team • Sacramento, CA

14h • Hybrid

About The Position

As a Senior Specialist at Golden 1 Credit Union, you will be instrumental in driving the organization’s vision, mission, and strategic objectives. This role demands an advanced understanding of ACH operations and a thorough comprehension of related processes. Your key responsibilities will include leading and prioritizing tasks, managing departmental queues, and overseeing workflows to ensure the timely processing of transactions. Candidates must demonstrate proven experience in cross-training and covering vacancies within the department, coupled with strong analytical skills for effective issue resolution. The ability to prioritize and manage multiple tasks simultaneously is crucial for success in this position. You will monitor and oversee daily production efforts and deadlines while safeguarding the credit union's interests through prudent financial practices and strategic decision-making. Essential functions of your role will include providing phone coverage for incoming calls, investigating and resolving member inquiries and escalations, and collaborating with cross-functional teams to enhance the member experience. Additionally, you will be responsible for creating, reviewing, and updating procedural documents to accurately reflect current processes. Lastly, you will be instrumental in driving efficiencies and providing support or leadership for departmental initiatives and projects. This includes conducting system testing and validating enhancements or upgrades, as well as implementing new products and services.

Requirements

• Minimum of a high school diploma or equivalent.
• 5 years of experience in complex ACH Processing, ACH Disputes, Origination, Reclamations and member servicing within the financial industry.
• In-depth knowledge of state and federal laws and regulations as well as credit union policies and procedures related to products and services.
• Strong oral and written communication skills.
• Professional member relations skills & telephone etiquette.
• Proficient computer skills and software experience.
• Ability to work as a team and exhibit strong leadership skills.
• Ability to work independently with little supervision.
• Good organizational skills and ability to multi-task.
• Display confidentiality skills.
• Proven experience in cross-training and covering vacancies within the department.
• Strong analytical skills for effective issue resolution.
• Ability to prioritize and manage multiple tasks simultaneously.
• Advanced understanding of ACH operations and a thorough comprehension of related processes.

Nice To Haves

• A bachelor's degree in finance, accounting, business administration or 5 years in a related field.
• Extensive knowledge with processing REG E and Nacha Rules and guidelines.
• Accredited ACH Professional (ACH) certification.

Responsibilities

• Lead, train, direct, and guide departmental staff to cultivate a motivated and high-performing team environment.
• Collaborate closely with the Department Supervisor to effectively communicate, develop, and implement comprehensive cross-training schedules.
• Escalate discrepancies, address member impact, and report fraud-related activities, ensuring staff versatility and operational efficiency throughout the department.
• Engage effectively with internal staff, external financial institutions, agencies, and members using exceptional written and verbal communication skills.
• Demonstrate advanced active listening skills, empathy, and professionalism to foster strong, trusting relationships and facilitate clear, impactful interactions.
• Demonstrate outstanding attention to detail in reviewing and processing distributions, posting transactions, balancing accounts, and creating and sending reclamations and files through the ACH network.
• Ensure accuracy and completeness by promptly reconciling discrepancies and effectively managing all associated workflows.
• Maintain organized and comprehensive records of all interactions and transactions to promote transparency and accountability.
• Maintain a thorough understanding of state and federal laws and regulations relevant to credit union compliance, including bank secrecy and anti-money laundering laws with an in-depth understanding of the Nacha Rules/Greenbook.
• Ensure strict adherence to internal audit protocols, security measures, and credit union regulations, policies, and departmental procedures.
• Successfully complete all regulatory and compliance training programs and effectively apply this knowledge to inform and enhance daily operations.
• Utilize critical thinking and collaborative problem-solving skills to identify and address issues that arise outside the normal course of business, particularly those involving complex or significant transactions.
• Exercise the highest level of care and judgment when assessing member-related and system integrity issues, ensuring they are escalated promptly to the appropriate level for immediate resolution.
• Communicate swiftly with management in situations impacting members to facilitate timely notifications across the organization, ensuring transparency and effective response measures are implemented.
• Diligently maintain organized, thorough records of all interactions, transactions, and workflow-related communications.
• Regularly review and refine workflow procedures to enhance efficiency and accuracy.
• Prepare statistical reports to provide management with actionable insights.
• Monitor and assist when necessary timely reconciliation of departmental general ledgers, especially those related to complex or significant transactions.
• Research and correct discrepancies timely/ clear aged items aggressively.
• Stay abreast with credit union and departmental training by actively engaging in knowledge-building sessions.
• Pursue self-directed development and cross-training to elevate expertise in workflow responsibilities as it relates to Nacha/REG E/Greenbook guidelines.
• Participate in credit union professional development programs to enhance career progression.
• Embrace additional responsibilities as assigned, including supporting system validation efforts and contributing to broader departmental initiatives.
• Proactively identify and recommend process enhancements with a focus on digital transformation to elevate operational efficiency.
• Support the implementation of digital initiatives by actively engaging in solution testing and contributing to the seamless integration of new technologies.
• Cultivate a positive, inclusive work environment that inspires and motivates others through both words and actions.
• Lead by example by embodying Golden 1’s mission, vision, and core values with empathy, fostering a culture where all team members feel valued and supported.
• Perform the duties of the Supervisor in their absence.
• Assist other departments, special projects or other duties assigned.
• Provide phone coverage for incoming calls.
• Investigate and resolve member inquiries and escalations.
• Collaborate with cross-functional teams to enhance the member experience.
• Create, review, and update procedural documents to accurately reflect current processes.
• Drive efficiencies and provide support or leadership for departmental initiatives and projects.
• Conduct system testing and validating enhancements or upgrades.
• Implement new products and services.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED