Senior Payment Operations Specialist

Mountain America Credit Union•Sandy, UT

13d•Hybrid

About The Position

The Senior Payment Operations Specialist serves our member facing employees needing assistance with their payment machines, card processing, and complex issues related to card transactions. This role will be the main contact with member service teams to provide support, updates, reporting, and training.

Requirements

2 years of experience in PC hardware, software, and network troubleshooting.
2 years of customer service experience.
Associate degree from a two-year college or technical school in business, finance or technology or 2 additional years combined experience working in a finance, customer or similar field.
Demonstrated proficient skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel.
Demonstrated experience with Symitar or other financial core systems.
Demonstrated ability to clearly express ideas, methodology, results, and recommendations verbally, in writing, and through insightful reports and graphic illustrations.
Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization.
Demonstrated ability to read and follow instructions.
Experience with industry regulations and compliance requirements related to ATM operations, VISA card network, payment processors and other industry regulations.
Ability to problem-solve and to diagnose and resolve technical issues promptly.
Exceptional attention to detail and accuracy with an ability to maintain accurate records.
Demonstrated excellent customer service skills.
Proactively solves problems and actively improves processes and creates efficiencies.
Adaptive to change, responds positively to altered circumstances or conditions to continuously meet the business needs.
Excellent inter-personal skills, including the ability to lead and collaborate with multiple teams.
Possess a desire and willingness to learn and continually update knowledge of financial concepts, strategies, systems, etc.
Self-starter with strong organizing and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timeline.
Take initiative to be a problem solver and provide suggestions to improve processes and efficiencies.
Data analytics and data validation skills and proficiency in business data analysis (MS Excel, etc.) with the ability to make data driven decisions.
Ability to sit, talk and hear consistently.
Ability to stand, walk, and use hands to handle or reach occasionally.
Close vision (clear vision at 20 inches or less)
Distance vision (clear vision at 20 feet or more)
Ability to lift 25 pounds occasionally may need to lift up to 50 pounds.

Nice To Haves

Experience working in a financial setting preferred.
Certified Payments Professional or other accredited certifications preferred.
Demonstrated experience in maintaining and troubleshooting payment related hardware preferred.
Demonstrated knowledge of ATM hardware, software, encryption methods, and security protocols preferred.

Responsibilities

Serve as the lead point of contact for escalations and follow through to resolution.
Respond to member, manufacturer, and branch inquiries and provide support toward resolution on all aspects.
Analyze transaction and machine data and logs to identify anomalies, trends, patterns, and potential service issues and find solutions.
Record and maintain accurate data of maintenance activities, repairs, and technical interactions on: ATMs, Card Machines, TCRs, Cash Advance Machines, Currency Counters, and Coin Machines.
Analyze internal audits and service issues to identify potential problems and make recommendations for improvements, resolutions/enhancements, and overall process efficiency within the department.
Prepare reports and presentations for management, outlining machine and ATM fleet performance.
Conduct regular assessments of payment operations procedures, workflows, and documentation to identify potential compliance gaps.
Interface with vendors to establish and maintain positive relationships, adherence to contract SLAs, escalated technical issues, and ensure timely resolution to issues.
Investigate and resolve complex payment related issues, collaborating with member service and technical teams as needed.
Monitor, diagnose, and resolve hardware issues for branch machines owned by Payment Operations, including conducting routine check-ups.
Create, Innovate, and Enhance reporting for all branch machine types, including maintaining all machine reporting.
Coordinate, track, and communicate software updates, patches, and security enhancements of all branch machines.
Test of new updates of payment technologies and machines.
Coordinate efforts internally and with vendors to install, configure, and set up, payment machines for branches.
Assist with the card issuance process, including communicating with various stakeholders to ensure timely and accurate card production and delivery.
Maintain a proactive communication strategy that aligns with the department goals and objectives, ensuring that leadership and stakeholders are well-informed on payment related issues and hardware.