Payment Services Specialist I -Terminal Operations
About The Position
The Payment Services Specialist - Terminal Operations provides enthusiastic, professional, quality assistance to members, non-members, co-workers, external vendors and other departments by chat, email or phone. Identify, analyze and address terminal service needs, while simultaneously directing vendors and other various support teams on current statues of terminals, providing end to end service oversight and ultimate resolution of issue. Conducts all duties in a manner intended to enhance the image and growth of the Credit Union, while also providing a positive member experience. Bilingual in Spanish and English? Candidates can earn an additional $2.00 differential upon the successful completion of the RBFCU Bilingual Spanish/English certification. This job may be eligible for work from home (hybrid) (please refer to the Remote Work Capability and Work From Home section of the Employee Handbook)
Requirements
- High School Diploma or GED
- Minimum of one year previous job related work experience
- Good organizational, communication, interpersonal and sales skills
- Ability to multi task and manage time effectively with a close attention to detail
- Attendance and promptness is pertinent
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, and diagram form
- Ability to handle problems involving few concrete variables in standardized situations
- One to three years of Financial Institution and/or three to five years of Customer Service or Call Center experience
- Must be able to work a flexible Monday-Saturday schedule
- Type and 10-key by touch.
- Proficient in utilizing PC, software, and other office equipment
- Good communication and interpersonal skills
- All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
Nice To Haves
- Bilingual in Spanish and English
Responsibilities
- Identify, analyze and address terminal service needs, while serving as a first line resolution for basic ATM/ETM alerts and faults.
- Ensure timely service for calls placed with vendors and escalate issues when appropriate.
- Possess ability to understand and communicate complex and technical information to vendors, departments and management team.
- Oversee and maintain ATM/ETM quality control.
- Review, research, and authenticate ATM/ETM disputes and outages.
- Provide and identify cash flow trends to ensure accurate cash forecasting.
- Accurately balance terminal.
- Serve as first line support and resource for ATM/ETM security alarm needs.
- Maintain alarm permits for specific ATM sites.
- Practice advance fraud detection techniques to safeguard member and credit union interests.
- Maintain rapport and enhance relations with vital areas of the CU and external vendors.
- Meet or exceed department goals and objectives through key performance indicators and core values.
- Assist with product testing on updates or changes to ATM/ETM functions and/or additional features.
- Aide in development of case scenarios for testing.
- Use cognitive thinking abilities to identify trends and improvement opportunities and present possible solutions to management.
- Maintain an in-depth working knowledge of RBFCU Member Handbook, applicable policy and procedure, and topical knowledge for all credit union areas.
- Orchestrate multiple software applications such as Base 2000, Portfolio Viewer Onbase, DNA, FIS, DNA Publisher, Workday, Avaya, DSI Avaya Marque, Calabrio, Rightfax, DocuSign, Vidcenter, Netop, Diebold, Ceto, Loomis, Dolphin Debit, Eservices, MoniAssist, Active Teller, and Moniview.
- All other duties as assigned (note: essential functions and responsibilities may change or new ones may be assigned at any time with or without notice).
Benefits
- 401(k) with matching incentives — up to 10 percent
- Competitive pay
- Medical, vision and dental benefits available to employees and their families from the first day of employment
- Tuition reimbursement plans
- Life insurance
- Pharmacy discount programs
- Flexible Spending (FSA), Health Savings (HSA) and Dependent Care account options
- Paid time off
- Parental leave
- Long-term disability
- Basic life insurance
- Wellness program
- Credit-monitoring service
- Employee assistance program
- Training and volunteer opportunities
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
