Payment Services Specialist

Kennebec Savings Bank•Augusta, ME

About The Position

The Payment Services Specialist is the Bank’s expert and primary resource for payment services and solutions, including card servicing, foreign check processing, and electronic file handling such as ACH processing, real-time payments, and wire transfers. The role processes and quality-controls payment transactions, maintains customer account records, supports branch personnel, and helps ensure compliance with Bank policies and regulations. It also provides customer service, supports other deposit operations tasks as needed, maintains knowledge of Bank products and services, and represents the Bank in the community.

Requirements

High school graduate.
1 to 3 years of experience in electronic banking, including knowledge of Regulation E and ACH rules.
Proficiency in Microsoft Office, including Outlook, Excel, and Word.
Ability to prioritize and organize workflow, maintain attention to detail, and handle multiple jobs.
Ability to analyze problem situations and determine appropriate resolution options.
Ability to converse with customers by telephone for extended periods, communicate clearly by telephone, and listen effectively.
High degree of ethics and ability to maintain confidentiality of customers and accounts.
Friendly, courteous, and sensitive to the needs of customers and coworkers.
Ability to lift files and other documents weighing approximately 20 pounds.
Ability to read and work with computer reports.
Ability to stand or sit for extended periods.
Ability to spend extended periods operating a computer keyboard and working at a computer monitor.

Nice To Haves

Experience with the Fiserv system.

Responsibilities

Maintain customer account records accurately according to established Bank policy and procedures.
Process and quality-control payment processes in a timely and accurate manner.
Assist branch personnel with inquiries.
Recommend procedural changes to the Payment Services Specialist Team Lead to support regulatory compliance, efficiency, and customer service quality.
Refer problems or unusual situations to the Team Lead or Deposit Operations & Payment Services Manager.
Process ACH transactions, pre-notifications, returns, and notifications of change accurately and on time.
Review and release incoming and outgoing wire transfers in a timely and accurate manner.
Process real-time payment transactions as appropriate.
Order and instant-issue customer cards, troubleshoot complex situations, and ensure timely and accurate processing of Regulation E disputes.
Process debit-card changes and requests according to Bank policy and procedures.
Send electronic statement notifications and monitor statement and notice printing status with the printing vendor.
Assist with monitoring and correcting items processing files.
Process foreign currency orders, account and tax form corrections, and check orders.
Provide backup for other deposit operations tasks as required, including address changes, auto transfers, stop payments, and account maintenance.
Comply with applicable Federal and State banking regulations and Bank policies and procedures.
Maintain knowledge of current Bank products and services and use Bank products and services to understand and communicate their features and benefits.
Participate in community organizations and events and represent the Bank in the community.
Maintain reliable attendance and punctuality.
Handle telephone inquiries professionally and courteously, providing information to customers and other departments.
Attend and participate in Bank meetings and internal and external training relevant to the role.
Perform other duties as required.