Payment Ops Specialist

Security Service Federal Credit Union•San Antonio, TX

About The Position

The Payment Operations Specialist supports accurate, timely, and compliant processing across payment and exception channels, with a primary focus on exception processing, check processing, dispute resolution, and Zelle operations. The role researches and resolves transaction issues involving check processing, Image Enabled ATM transactions, Remote Deposit Capture (RDC), shared branching, Zelle, and non-posted or suspense items. It helps resolve payment discrepancies, manage Zelle exceptions and disputes, support fraud detection and mitigation, and maintain compliance with regulatory requirements and internal policies while protecting data integrity and minimizing financial risk. The specialist processes payment activities including lockbox and exception processing, domestic and foreign collections, large return items, Oil and Gas Lease Drafts, DealerTrack transactions, virtual sorter activity, file transfers, and in-clearing operations. Daily work includes balancing, reconciliations, general ledger validations, suspense-account resolution, subsystem postings, and researching non-posting items in platforms such as IMPACS and related systems. The position also supports disputes and claims across check adjustments, ATM, RDC, shared branching, Zelle, and dealer reversals, collaborating with Risk Management on potential fraud investigations. The role monitors payment workflows and exception queues, documents trends and processing issues, and escalates complex or high-risk items. It performs opening, midday, onsite, and closing operational tasks to support service continuity and established service-level agreements. The specialist handles moderate volumes 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. After-hours operational support may be needed.

Requirements

High school diploma required.
At least three years of experience in a financial institution environment performing payment operations, exception processing, dispute resolution, or transaction reconciliation.
Relevant experience may include check processing, Remote Deposit Capture, ATM operations, shared branching, Zelle payments, non-posted item resolution, balancing, or back-office settlement activities.
Familiarity with NACHA rules and regulations and an 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 and 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 continuing education related to payment operations or financial services.

Responsibilities

Process and maintain payment activities involving check processing, RDC, image-enabled ATM transactions, shared branching, Zelle, lockbox activity, and exceptions accurately and in compliance with policies and regulations.
Monitor Zelle transaction activity; research and resolve exceptions and disputes; coordinate reversals or credits when applicable; and work with Risk Management to identify and mitigate 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, suspense-account resolution, and subsystem postings; research and reconcile non-posting items from IMPACS and related systems.
Resolve check adjustment, ATM, RDC, shared-branching, Zelle, and dealer reversal disputes and claims; investigate, document, and escalate potential fraudulent activity with Risk Management.
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 moderate volumes of inbound and outbound ACD and non-ACD calls from members, branches, and internal departments, resolving payment inquiries, disputes, and balancing issues professionally.
Collaborate with internal teams, vendors, and external financial institutions to resolve transaction discrepancies, support outage recovery, and provide after-hours operational support as needed.