Hybrid Support Service Representative - ACH Processor - Espanola, NM

Description

The ACH Processor is responsible for the accurate and timely processing of Automated Clearing House (ACH) transactions, ensuring compliance with regulatory requirements and internal controls. This role supports daily ACH operations by managing file processing, resolving exceptions, and collaborating across departments to maintain the integrity of electronic payments. The ACH Processor delivers high-quality service to both members and internal teams while monitoring for discrepancies, fraud risk, and settlement accuracy, contributing to efficient and compliant payment operations. 

Join Our Team at Del Norte Credit Union!
We’re more than a financial institution, we’re a community. Guided by our mission of Improving Lives and vision of being Authentically New Mexico, we embrace Del Norteño Pride, reflecting our commitment to community, culture, and connection. Proudly recognized as a Platinum-Level Family Friendly Business, we are committed to People Focus, Collaboration, and Continuous Learning. 

Location: 

Espanola, NM.  Hybrid work is possible with approval from supervisor and will be subject to change based on the needs of the organization or department. 

Essential Functions & Responsibilities: 

• Research and resolve ACH exceptions, including returns, Notifications of Change (NOCs), unauthorized transactions, and discrepancies in a timely and accurate manner.
• Review, upload, and process incoming and outgoing ACH files in accordance with established schedules, ensuring proper settlement balancing and prompt resolution of variances.
• Provide responsive support to members and internal teams regarding ACH transactions, disputes, and account inquiries, promoting a high level of service.
• Collaborate with Deposit Operations, Accounting, Fraud, and branch teams to ensure accurate processing, reconciliation, and issue resolution across payment channels.
• Ensure compliance with NACHA Operating Rules, Regulation E, OFAC requirements, and internal controls; monitor daily reports and escalate suspicious or potentially fraudulent activity.
• Maintain accurate documentation of ACH activity, decisions, and communications to support audit readiness and regulatory reporting; respond to internal and external audit requests as needed.
• Participate in system testing, process improvements, and workflow enhancements to increase efficiency, accuracy, and scalability of ACH operations.
• Cross-train and provide support across Deposit Operations functions, including share draft processing, chargebacks, foreign items, shared branching adjustments, ACH origination, and SSA verification

Salary

Starting pay: $22.08 – $27.60 hourly, based on qualifications, internal equity, and budget.

Performance Measurements:

1. Competencies:
People Focus - Level 1(Core)

Collaborating with Others - Level 1 (Core)

Continuous Learning - Level 1(Core)

Attention to Detail - Level 2 (Job-specific)

Adaptability - Level 1 (Job-specific)

Analytical Thinking - Level 2 (Job-specific)

Problem Solving - Level 2 (Job-specific)

Planning and Organizing - Level 1 (Job-specific) 

Benefits: 

• Medical, Dental, and Vision Insurance with Del Norte covering up to 85% of employee insurance premiums
• Flexible Spending Account
• 401(k) with up to a 7.5% company match
• Company-paid Life Insurance and Disability coverage for eligible employees
• Generous PTO, sick leave, paid holidays, volunteer hours, and Mental Health Days
• Employee Assistance Program with free counseling resources
• Tuition reimbursement
• Wellness benefits including a free gym membership 
• Employee loan and banking discounts
• Flexible Spending Account
• Ongoing learning and development opportunities.
• Spanish Speaking Incentive

Requirements

Experience: 

• Three years to five years of similar or related experience.
• Must be ACH certified within one (1) year of being in position, unless already acquired and must maintain this certification on-going.

Education: 

 (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program. 

Interpersonal Skills: 

Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Knowledge and Skills: 

Microsoft Office Suite (Intermediate)

Electronic Funds Transfer (EFT) (Developing)

Compliance Regulations (Developing)

Accounting (Introductory)

Automated Clearing House (ACH) (Developing)

Physical Requirements:

This position is primarily sedentary and requires the ability to remain seated or stand for extended periods while operating a computer and other office equipment. Manual dexterity is needed for typing, using a mouse, and handling documents. The role may involve occasional reaching, bending, or manipulating objects, as well as light lifting of up to 15 pounds. Visual and auditory acuity are required for reading documents, creating content, and communicating effectively. Reasonable accommodation will be provided to enable individuals with disabilities to perform essential job functions.

Work Environment:

Work is primarily performed in a professional office setting. The environment is generally quiet to moderate noise levels and involves regular interactions with peers, vendors, community partners and the public. The role requires occasional travel between office locations and may include periodic extended hours to meet project deadlines or support events. Employees may experience occasional exposure to outdoor conditions while traveling or attending events. 

Salary : $22 - $28