Digital Payment Coordinator

L A Federal Credit Union • Glendale, CA

9d • Hybrid

About The Position

The Digital Payment Coordinator supports the management, monitoring, and optimization of all digital payment activity for LAFCU, with a primary and specialized emphasis on Zelle transactions and other high-risk external payment channels, including external transfers and online wire transfers. This role serves as a key operational, risk, and support function accountable for the secure, complaint, and efficient execution of digital payment services. The coordinator provides day-to-day operational oversight, resolves member and internal inquiries, collaborates across departments to mitigate fraud and operational risk, and contributes to the ongoing development and enhancement of LAFCU’s digital payments ecosystem. The role also independently conducts research and analysis to identify and recommend new or improved digital payment products, services, and workflows that align with member needs, industry trends, and regulatory expectations.

Requirements

• A two-year college degree, or completion of a specialized certification or licensing, or completion of specialized training courses conducted by vendors, or job-specific skills acquired through an apprenticeship program.
• Work involves extensive personal contact with others and is of a personal or sensitive nature.
• Motivating, influencing, and/or training others is key at this level.
• Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
• Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
• Working knowledge of established teller procedures and policies.
• Understanding of Credit Union operations.
• Communicates information and ideas in speaking so others will understand.
• Ability to manage multiple priorities in a fast-paced environment and adapt to evolving technologies.
• General office equipment such as calculators, computers, photocopiers, and scanners.

Nice To Haves

• Accredited ACH Professional (AAP) certification.

Responsibilities

• Serve as the primary operational coordinator and subject matter resource for Zelle, emphasis on Zelle transactions and high-risk payments. This function includes monitoring Zelle enrollment, transaction activity, limits, settlement flows, and exception handling to ensure accuracy, system availability, and compliance with network rules and internal policies.
• Investigate and resolve Zelle-related issues such as failed transactions, posting discrepancies, enrollment errors, and member-reported concerns; maintain detailed case documentation for disputes, service requests, and escalations; and collaborate closely with Fraud, Risk Management, Compliance, and Digital Administration teams to support system updates configuration changes, and ongoing enhancements.
• Monitor and manage high-risk external transfers, including Zelle and online wire activity, to mitigate fraud and operational risk.
• Analyze transaction behavior, payment patterns, and alert activity to identify suspicious trends; utilize fraud detection tools such as Yellow Hammer, Verafin and BioCatch to investigate alerts; escalate suspected fraud or elevated risks in a timely, thorough, and well-documented manner; and support the implementation of preventive controls designed to protect member accounts and institutional assets.
• Manage all digital payment channel offerings within LAFCU’s online and mobile banking platforms, ensuring reliable and compliant service delivery.
• Respond to, research, and resolve member and internal inquiries related to Zelle, ACH, and other digital payment services; investigate transaction discrepancies; coordinate with internal departments and external vendors to achieve timely resolution; communicate clearly and professionally with members regarding disputes, claim status, and outcomes; and ensure adherence to established procedures, regulatory requirements, and internal controls.
• Serve as the administrator for Yellow Hammer, overseeing system access, user permissions, configuration settings, alert monitoring, and case management workflows.
• Act as the primary liaison for troubleshooting system issues and coordinating with vendors, maintain accurate and up-to-date documentation of system usage and procedures, and partner with Fraud and Compliance teams to ensure effective alert resolution, tracking, and reporting.
• Lead or support periodic reviews of digital payment workflows to identify inefficiencies, risks, and opportunities for improvement.
• Conduct independent research on emerging digital payment products, peer-to-peer technologies, and market trends; evaluate member needs, competitive offerings, and regulatory considerations; collaborate cross-functionally to pilot and support new payment solutions or enhancements; and establish and maintain reconciliation processes to ensure transaction accuracy and timely issue resolution.
• Support risk assessments across all digital payment channels to ensure compliance with internal controls, regulatory requirements, and network rules.
• Assist with the development and maintenance of instructional and educational content for members and staff, coordinate with internal teams to ensure member-facing content remains accurate and current and provide support for additional Digital Administration and Digital Services initiatives, including system enhancements, digital service improvements, and cross-functional projects.

Benefits

• The minimum and maximum base salary range for this position is $28.75 to $42.58 in California.
• The target starting base hourly rate is between $28.75 to $32.21.
• This compensation and benefits information is based on Los Angeles Federal Credit Union's good faith estimate as of the date of publication and may be modified in the future.
• The starting base salary within the range will depend on a variety of factors that may include relevant prior experience and/or education, or skills and expertise.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree