Payment Operations Specialist I

Organization Conformance Statement: In the performance of their respective duties and responsibilities all employees are expected to conform to the following:

• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and management.
• Perform quality work within deadlines with or without direct supervision.
• Interact professionally with other departments, employees, customers, members, and management.
• Work effectively as a team contributor on all assignments and have general knowledge of Police Federal Credit Union’s operations and services.

Position Purpose: Provide information concerning the credit union and its products and available services to credit union members and prospective members, while delivering the highest quality of member service.

Essential Duties and Responsibilities: The following are the essential duties and responsibilities of the position:

• Issuance of debit cards, ATM cards, credit cards, and Personal Identification Numbers either through mail or instant issue. Assist with cards returned due to undeliverable address.
• Obtaining reports of lost or stolen cards and assist members with resolution.
• Research and solve member questions, problems, and complaints concerning credit union accounts and services (Velera-CO-Op, CardNav, Springboard, FIS P1C, etc.).
• Assist AVP, EPO with the monitoring and maintenance of all ATMs. This includes but is not limited to maintaining ATM cash management log to assess daily cash withdrawals, determine amount needed for replenishment, replenish ATMs, provide first line maintenance, and assist the AVP, EPO with service calls to Equips.
• Assist AVP, EPO with preparing and sending daily ATM update emails to the CEO and COO after pulling records from our core system, Keystone and Co-Op.
• Retrieve daily reports through Card@Once and process the daily card counts for both main office and DC branch for inventory purposes.
• Investigate all ATM and Debit card fraud complaints. Work closely with the AVP, EPO to determine the correct course of action necessary to resolve each complaint and assist the member through the process.
• Maintain accurate files of each investigation as required by Regulation E.
• Responsible for processing daily reports, posting provisional credits and reversals, as indicated by card processor and the AVP, EPO.
• Post additional comments on our core system, Keystone to aid frontline staff in answering questions from members regarding any open or closed cases.
• Performs file maintenance on Plastics and FIS P1C system; blocking, adding, deleting, and changing accounts as required.
• Ensures travel flags are placed on card records in the processor system to ensure that there are no service interruptions.

General Duties and Responsibilities: The following are the general duties and responsibilities of the position:

• Assist with CAM and Co-op alerts.
• Assist with Digital Member Service Call Center Support.
• Under general supervision, but following established policies and procedures is responsible for supporting and executing the day-to-day work activities of the Electronic Payments Operations.
• Ensures internal and external service standards are being met.
• Performs other related duties as may be assigned by management.

Qualifications: Incumbent will have a minimum of two (2) years professional banking and/or credit union experience, with strong analytical and interpersonal skills. High school diploma required, and familiarity with MS Office computer software.

Work Site: Onsite- Upper Marlboro. Although the central offices for Police FCU are located in Upper Marlboro, employees may be required to report for work at other branch locations on an as needed basis.

We are proud to be an equal opportunity employer

Website: www.policefcu.com

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Work Location: In person