Payment Support Specialist - REMOTE (MUST RESIDE IN PA, NC OR SC)

Vizo Financial Corporate Credit Union•Lower Swatara Township, PA

3d•$24•Remote

About The Position

The Payment Support Specialist serves as a trusted payments expert, providing personalized and relationship-focused support enabling credit union success. This role requires expertise across four critical domains: technical system operations, payment rail mechanics, regulatory and compliance requirements, and payment risk management. This position will navigate complex scenarios that span these domains and will include guiding credit unions on operational workflows, educating them on compliance requirements, and helping credit unions understand payment-related risks so they can make informed decisions. This position is responsible for maintaining expertise across multiple payment channels including but not limited to ACH, wires, instant payments, bill pay, deposit capture, and check processing services. This role also serves as an internal expert on payment operations and regulations, contributes to internal and member/client training and education, participates in strategic initiatives such as vendor migrations and system enhancements. The position requires strong regulatory knowledge of NACHA rules, federal regulations (Reg E, Reg CC, BSA/AML, OFAC, Check 21), UCC Article 4A, UCC Articles 3 & 4, and payment industry standards and rules. Professional certifications in payment operations (AAP, AFPP, NCP, APRP) are preferred; certification must be obtained within two years of employment. This full-time position is primarily work from home; however, the candidate will occasionally need to attend mandatory meetings, required training or cultural events in person. Therefore, the individual may need to go into the office and must be based within a reasonable commuting distance to one of our four Vizo Financial campus offices: Middletown, PA Pittsburgh, PA Greensboro, NC Columbia, SC

Requirements

A high school diploma or general education degree (GED) with a minimum of 3 years of experience in payment operations within a payment processor, fintech, or financial institution
Demonstrated advanced competency in 2 or more of the following payment types: ACH, wires, foreign wires, foreign checks, instant payments (RTP/FedNow), bill pay, checks, deposit capture
Understanding of payment rail mechanics, exception handling, and reconciliation processes
Working knowledge of payment compliance frameworks and regulatory requirements including Reg E, Reg CC, Nacha Operating Rules, UCC Articles 3, 4, and 4A, BSA/AML, and OFAC
Above average PC skills and be proficient in the use of Microsoft Outlook, Word, Excel, and CRM. The individual will be trained on the in-house systems that are supported by Vizo Financial and payment systems. Ability to learn other software as required.
Strong relations-building skills with focus on education and guidance
Ability to balance multiple credit union interactions
Patience and thoroughness in problem exploration
Ability to diagnose problems requiring technical, operational, regulatory, and risk expertise
Excellent active listening skills; able to ask probing questions to understand full context
Outstanding verbal and written communication skills; able to explain complex concepts clearly
Critical thinking and judgment to navigate situations without scripts
Collaborative mindset with ability to work effectively across teams
Self-motivated with commitment to continuous learning

Nice To Haves

Experience across 3+ payment types or rails
Experience working with financial institutions on payment scenarios and problem resolution
Certifications: One or more in the following: Accredited ACH Professional (AAP) Accredited Faster Payments Professional (AFPP) National Check Professional (NCP) Accredited Payment Risk Professional (APRP)

Responsibilities

Educate credit unions on payment operations, system functionality, and workflows across ACH, domestic wires, foreign wires, foreign checks, instant payments, bill pay, checks and deposit capture
Provide information on regulatory and compliance requirements (Reg E, Reg CC, NACHA rules, UCC, BSA/AML, OFAC) to support decision-making
Respond to payment scenario questions by explaining available options and requirements
Share information about payment-related risks so credit unions can evaluate options based on their own policies and risk tolerance
Support credit unions navigating complex scenarios requiring technical, payment rail, regulatory, and risk expertise
Translate technical payment and regulatory concepts into understandable language
Follow up on complex scenarios and issues to ensure credit unions have the information needed for their decision-making
Maintain accurate records in systems (CRM, ticketing platforms)
Investigate payment issues including ACH returns, wire rejections, check returns and adjustments, file rejections and transaction errors
Support credit unions investigating transaction disputes and fraud claims by helping them research transactions in the system, educating them on applicable regulatory requirements (Reg E, NACHA unauthorized transaction rules), and providing information on system capabilities for dispute resolution
Provide support for deposit capture technology including scanner installations, mobile capture connections, and ATM/ITM connectivity; escalate complex technical issues
Interpret payment data, files, and system logs to identify root causes of technical issues
Provide information on system capabilities and configuration options so credit unions can determine appropriate solutions based on their procedures
Work with Implementation, Product Managers, Sales, Compliance, Operations, and Support to resolve credit union needs
Collaborate with Payment Application Analysts to escalate and resolve technical issues requiring system-level intervention
Contribute credit union feedback to inform process and product improvements
Obtain payment industry accreditations
Stay current on payment industry changes and regulatory updates
Maintain and expand expertise across multiple payment types and rails