Overview

The Digital Payment Services Coordinator will play a crucial role as a liaison between Digital Services, Contact Centers, Fraud Management, Compliance, and vendors providing digital payment services. The primary focus is on overseeing digital payment processes, distribution of training resources, effective dispute and claims handling, accurate and timely reporting, fraud detection, and mitigation. This role requires expert knowledge of all digital payment products and services, continuous training, extensive research, and a thorough understanding of participation agreements to ensure adherence and compliance.

Responsibilities

• Act as a key liaison between Digital Services Division, vendors, credit union leadership, training departments/roles, and roles responsible for handling disputes, and reporting fraud related to digital payment products and services.• Participate in training programs and webinars, study knowledge base articles, and review internal resources to ensure accuracy and effectiveness.• Coordinate with stakeholders to regularly facilitate updates to resources, training, and processes.• Oversee and optimize processes for effective claims and disputes handling.• Ensure that we meet contractual reporting requirements with our vendors according toparticipation agreements to avoid consequences, including fines, or financial losses.• Ensure that appropriate events are tracked to help facilitate reporting requirements submittedby the Digital Compliance Administrator to satisfy NCUA / ONES reporting requirements bytracking and reporting outages, interruptions of service and downtime for maintenance.• Coordinate training programs on the latest fraud detection techniques and industry best practices.• Develop and implement robust fraud detection and mitigation strategies.• Stay informed about industry trends related to digital payments and fraud prevention.• Strategize changes to fraud rules and limits to enhance fraud prevention capabilities.• Monitor payments activity and analyze daily reports to identify potential risks and patterns.• Collaborate with cross-functional teams to enhance overall security measures.• Daily interpretation of data sources to detect fraud risk level movements and convert interpretations into actionable items.• Assume responsibility for related duties as required or assigned.• Provide assistance, support, and consultation to management.• Assist division personnel as needed.• Keep management informed of area activities and any significant problems.• Attend meetings as required.• Stay informed on all digital banking products and services.

Qualifications

Education / Experience Required:

• Bachelor’s Degree related to business or technical writing preferred.• Job history in a professional role, preferably in the finance industry.• Electronic Banking Officer Certification to be completed within the first year.

Required Knowledge:

• Two years relevant experience in coordinating digital payment services, fraud prevention, orcompliance.• Thorough understanding of credit union operations, digital banking industry, and regulatory requirements.• Expert knowledge of digital payment products and services.• Familiarity with participation agreements, compliance standards and fraud reporting.

Skills and Abilities:

• Excellent written communication skills for creating professional correspondence, procedures, and training materials.• Strong executive skills in organization, comprehension of technical information and presentation.• Ability to manage time effectively and identify priorities.• Proficient in interpreting data, recognizing trends, and making practical decisions.• Research and analysis skills related to digital technologies, financial data, and fraud.• Ability to work independently and meet deadlines.• Proficient in using digital technologies, personal computers, and office software.