What are the responsibilities and job description for the Electronic Payments Specialist position at Herring Bank?
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Tuition assistance
- Vision insurance
The Electronic Payments Specialist is responsible for managing and resolving customer disputes related to debit card transactions. This role involves investigating fraudulent or incorrect charges, ensuring compliance with regulations, and providing top-notch customer service throughout the resolution process. The specialist will work closely with customers, vendors, and internal teams to ensure timely and accurate resolution of disputes while maintaining a high level of professionalism and customer satisfaction. Additionally, responsible for providing top-tier support and services to the bank’s merchant clients. The Electronic Payments Specialist will manage all aspects of merchant accounts, including account setup, payment processing solutions, troubleshooting, and ongoing support. Working closely with business clients to understand their needs and offering tailored solutions to optimize their payment processing systems and ensure smooth, secure transactions.
Key Responsibilities
Key Responsibilities
- Review and investigate debit card transaction disputes filed by customers, analyzing supporting documentation and transaction details to determine validity.
- Serve as the primary point of contact for customers during the dispute resolution process, providing timely updates and ensuring a positive customer experience.
- Examine debit card transactions for potential fraud, errors, or unauthorized charges, gathering evidence and communicating with customers, merchants, and financial institutions.
- Ensure all dispute processes comply with relevant banking regulations (e.g., Reg E, VISA/MasterCard rules) and internal policies, including the timely resolution of disputes within established timelines.
- Maintain accurate records of each dispute case, ensuring proper documentation and updates are entered into the system. Prepare reports on trends, customer feedback, and dispute resolutions as required.
- Assist clients in setting up new merchant accounts, ensuring compliance with all applicable regulations. Handle account maintenance, including updates and modifications to existing merchant accounts.
- Act as the primary point of contact for merchant clients, addressing inquiries and resolving issues related to payment processing, transactions, fees, and technical difficulties.
- Provide guidance to clients on the bank's payment solutions, helping them select and implement the most appropriate systems for their business needs.
- Educate merchants on how to use payment processing systems, including providing training on the latest software, fraud prevention, and industry best practices.
- Foster teamwork in the branch or department to ensure a positive overall customer experience and positive work environment.
- Troubleshoot and resolve technical issues related to point-of-sale (POS) systems, online payment gateways, and other payment processing tools.
- Ensure monthly sales goals are met based on the annual budget and KPIs set by Executive Management and the Board of Directors.
- Provide monthly Merchant reports for the Electronic Payments Committee and the Board of Directors.
Qualifications
- High School Diploma and a minimum of 2 years of experience in merchant services, payment processing, or a related field, preferably in a banking or financial services environment, experience in customer service, with a focus on dispute resolution or debit card operations preferred.
- Experience with banking software, dispute resolution platforms, and Microsoft Office Suite (Excel, Word, Outlook).
- Knowledge of industry tools such as Chargeback representment systems, PCI DSS and other regulatory compliance standards is a plus.
- Familiarity with payment processing systems, point-of-sale (POS) equipment, and e-commerce payment solutions.
- Strong interpersonal skills and the ability to handle customer inquiries and resolve issues in a professional manner.
- Ability to analyze data and provide actionable insights for clients to improve their payment processing.
- Strong understanding of banking regulations, including Regulation E, and credit card network rules (VISA/MasterCard, etc.) related to chargebacks and disputes.
- An ability to effectively analyze complex situations, make decisions based on facts and evidence, and offer resolutions in a timely and professional manner.
- Excellent verbal and written communication skills with the ability to explain technical information clearly to customers and colleagues.
- Strong attention to detail and the ability to manage multiple accounts and clients simultaneously.
- Proven ability to provide Excellent Customer Experience.
