Payment Ops Specialist

Security Service Federal Credit Union•San Antonio, TX

About The Position

The Payment Operations Specialist supports accurate, timely, and compliant processing of payment and exception channels, with a primary focus on exception processing, check processing, dispute resolution, and Zelle payment operations. The role manages, researches, and resolves transaction issues related to check processing, Image Enabled ATM transactions, Remote Deposit Capture (RDC), shared branching activity, Zelle transactions, and non-posted or suspense items. It helps resolve payment discrepancies, manage Zelle exceptions and disputes, support fraud detection and mitigation, and ensure compliance with regulatory requirements and internal policies. The specialist serves as an operational resource for complex payment issues across multiple systems while maintaining data integrity and minimizing financial risk. The position processes a broad range of payment activities, including check processing, RDC, image-enabled ATM transactions, shared branching, Zelle, lockbox activity, and exceptions. It handles Zelle transaction monitoring, exception research and resolution, member disputes, applicable reversals or credits, and coordination with Risk Management. It also researches and resolves disputes, rejects, and non-posted items; processes domestic and foreign collection items, large return items, Oil and Gas Lease Drafts, DealerTrack transactions, virtual sorter activity, file transfers, and in-clearing operations; and completes balancing, reconciliations, general ledger validations, and suspense-account resolution. The specialist processes subsystem postings and reconciles non-posting items from IMPACS and related systems. The role provides dispute resolution and operational support across check adjustments, ATM disputes, RDC claims, shared branching transactions, Zelle disputes, and dealer reversals. It monitors payment workflows and exception queues, documents trends and findings, and escalates complex or high-risk items. The position performs opening, midday, onsite, and closing operational tasks to support service continuity and service-level agreements. It also responds to a moderate volume of inbound and outbound ACD and non-ACD calls from members, branches, and internal departments, and collaborates with Risk Management, the Member Contact Center, Branch Operations, Account Services, Asset Recovery, vendors, and external financial institutions to resolve discrepancies, support outage recovery, and provide after-hours operational support as needed.

Requirements

High school diploma.
At least three years of experience in a financial institution performing payment operations, exception processing, dispute resolution, or transaction reconciliation functions.
Familiarity with NACHA rules and regulations.
Understanding of Regulations CC, D, E, Z, and J.
Proficiency in Microsoft Office, including Word, Excel, Access, and Visio.
Basic understanding of workflow concepts and process methodologies.
Strong analytical and problem-solving abilities.
Excellent attention to detail.
Effective written and verbal communication skills.
Ability to manage competing priorities and provide professional, courteous service in a fast-paced operations environment.

Nice To Haves

Relevant certifications, coursework, or continued education related to payment operations or financial services; equivalent experience may substitute for formal certification or education requirements.
Relevant experience may include check processing, Remote Deposit Capture (RDC), ATM operations, shared branching, Zelle payments, non-posted item resolution, balancing, or back-office settlement activities.

Responsibilities

Process and maintain payment activities involving check processing, Remote Deposit Capture (RDC), image-enabled ATM transactions, shared branching, Zelle, lockbox activity, and exception processing.
Monitor Zelle activity; research and resolve exceptions; handle member disputes; coordinate reversals or credits when applicable; and partner with Risk Management on potential fraud.
Research and resolve payment exceptions, disputes, rejects, and non-posted items, including misapplied items, chargebacks, ATM adjustments, RDC discrepancies, shared branching exceptions, system rejects, unresolved returns, and CheckFree returns.
Process domestic and foreign collection items, large incoming and outgoing return items, Oil and Gas Lease Drafts, DealerTrack transactions, virtual sorter activity, file transfers, and in-clearing operations.
Complete balancing, reconciliations, general ledger validations, and suspense-account resolution.
Process subsystem postings and research and reconcile non-posting items from IMPACS and related systems.
Support dispute resolution for check adjustments, ATM disputes, RDC claims, shared branching transactions, Zelle disputes, and dealer reversals.
Collaborate with Risk Management to investigate, document, and escalate potential fraudulent activity.
Monitor payment workflows and exception queues for trends, processing errors, or systemic issues; document findings and escalate complex or high-risk items.
Perform opening, midday, onsite, and closing operational tasks to maintain payment-service continuity and meet established service-level agreements.
Respond to a moderate volume of inbound and outbound ACD and non-ACD calls from members, branches, and internal departments about payment inquiries, disputes, and balancing issues.
Collaborate with internal teams, vendors, and external financial institutions to resolve transaction discrepancies and support outage recovery and after-hours operations as needed.