Sr. Electronic Payments Specialist (Lawrence or Waltham, MA)

Join Our Team as an Senior Electronic Payment Specialist

Location: Lawrence or Waltham, MA | Full-Time

Do you have a strong attention to detail and a passion for investigating and resolving complex issues? Looking to grow your career in electronic payments with a team that values accuracy, compliance, and exceptional service? At BrightBridge Credit Union, we’re seeking a knowledgeable and motivated individual to support our disputes and payments operations at our Lawrence or Waltham Corporate Office . In this role, you’ll manage the end-to-end processing, investigation, and resolution of consumer disputes related to debit card and ACH transactions, ensuring compliance with Regulation E. You’ll leverage tools like the FINBOA portal to efficiently manage claims while meeting strict regulatory timelines and delivering a high level of service to our members. If you’re analytical, detail-oriented, and thrive in a fast-paced environment, we’d love to hear from you!

Why You’ll Love Working Here

• A collaborative team culture where your contributions matter
• Ongoing training and career development opportunities
• Competitive pay, benefits, and the chance to grow with a supportive organization
• The satisfaction of making a real difference in your community every day
  
  
  

What You'll Be Doing (Your Responsibilities)

• Investigate and resolve debit card and ACH disputes in accordance with Regulation E requirements
• Determine claim validity, including unauthorized transactions, fraud, and error resolution
• Ensure adherence to required timelines (e.g., provisional credit, final resolution deadlines)
• Utilize the FINBOA platform to intake, document, track, and resolve claims
• Maintain accurate case notes, documentation, and audit trails within the system
• Monitor workflow queues to ensure timely processing
• Process fraud and non-fraud claims (e.g., unauthorized use, merchant disputes)
• Work with card networks (Visa/Mastercard) for chargebacks when applicable
• Review transaction data and supporting documentation
• Handle unauthorized ACH claims, stop payments, and revocations
• Ensure compliance with NACHA rules and timelines
• Process Written Statements of Unauthorized Debit (WSUD)
• Communicate with customers regarding claim status, documentation needs, and outcomes
• Provide clear explanations of decisions and regulatory rights
• Ensure all actions comply with Regulation E, NACHA rules, and internal policies
• Identify potential fraud patterns and escalate as needed
• Support audits and regulatory reviews
• Serve as a subject matter expert (SME) for junior staff
• Assist in training new hires on Reg E, ACH, and card dispute processes
• Provide guidance on complex or escalated claims
• Track claim metrics (volume, turnaround time, losses)
• Identify process improvements and efficiency opportunities
• Assist with updating procedures and job aids
• Champions the credit union’s brand and culture with enthusiasm, spirit and energy.
• Cross trains and performs additional Operational Support duties as needed.
  
  
  

What We’re Looking For (Your Required Qualifications)

• 3–5 years of experience in electronic payments, disputes, or fraud operations
• Strong knowledge of:
• Regulation E (EFTA)
• ACH processing and NACHA rules
• Debit card dispute and chargeback processes
• Experience using FINBOA or similar dispute management systems
• High attention to detail and strong analytical skills
• Ability to manage high volumes and meet strict deadlines
• Strong written and verbal communication skills
  
  
  

A Plus For You (Our Preferred Additional Qualifications)

• Experience in a banking or credit union environment
• Familiarity with card networks (Visa, Mastercard) rules
• Prior experience handling escalations or complex investigations
• Knowledge of fraud detection tools and systems