Payment Operations - ACH Payment Operations Representative

Our headquarters in Sacramento contains the core functions that support our mission to deliver financial solutions with value, convenience and exceptional service to our members.

TITLE: ACH PAYMENT OPERATIONS REPRESENTATIVE
STATUS: NON-EXEMPT
REPORTS TO: ACH OPERATIONS SUPERVISOR
DEPARTMENT: ACH OPERATIONS DEPARTMENT - PAYMENT OPERATIONS
JOB CODE: 11807

GENERAL DESCRIPTION:

As a skilled representative at Golden 1 Credit Union, this role will be pivotal in advancing the organization's vision, mission, and strategic objectives. Primary responsibilities will revolve around processing and supporting critical monetary and time-sensitive transactions daily operations, including Payroll Deduction (PRD), Payment by Phone (PBP), Automatic Transfer of Loan Payments (ATLP), Debit Origination (DBO), Deceased Reclamations, Reversals and ACH Exceptions workflows.

The main emphasis of this position requires a deep comprehension of financial regulation timelines, proficiency in multitasking across diverse computer systems, and the capability to manage a high volume of calls and email interactions. Additionally requiring delivering exceptional service to members, internal teams, financial institutions, and external agencies.

TASKS, DUTIES, FUNCTIONS:

• Processing and Documentation: Demonstrate thorough attention to detail by accurately reviewing, processing distributions, reclamations, recalls, posting transactions, balancing accounts, reconciling discrepancies, and managing all relevant workflows promptly to ensure accuracy and completeness.Maintain organized and detailed records of interactions and transactions. 

• Regulatory Compliance: Stay current with financial industry regulations and credit union compliance guidelines, policies, and departmental procedures. Ensure all related processes adhere to these standards. Successfully complete and maintain all regulatory and compliance courses, applying the acquired knowledge to daily tasks.

• Inquiries/Problem Resolution: Identify, investigate, and resolve inquiries, discrepancies, or complaints, effectively navigating complex situations. Promptly escalate potential issues that could affect system integrity, involve fraud or forgery, or impact member satisfaction.

• Record-Keeping: Maintain organized and detailed record of all interactions and prepare statistical information to Management.

• Communication: Exhibit clear written and verbal communication skills when interacting with internal staff, external financial institutions/agencies, and members. Maintain professionalism and care to ensure high-quality member service in every interaction.

• Professional Development: Stay current with credit union and department training and updates, actively participating in job knowledge training sessions. Pursue self-development and cross-training opportunities to enhance proficiency in workflow tasks. Perform additional duties as assigned.

• Digital Expectation: Recognize and suggest process improvements with an emphasis on digital innovation and efficiency to boost operational performance. Assist in the implementation of digitally focused initiatives.

• Engagement participation: Foster a positive, inclusive work environment and self-motivate through embracing and practicing Golden 1’s mission, vison, and core values.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:

1. Proficient and effective oral and written communication skills required.
2. Demonstrate ability to think critically, analyze situations and problem solving through resolution. 
3. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine, and telephone.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

1. INTERNAL: Branches, Contract Center, and other departments.
2. EXTERNAL:  Members, financial institutions, and agencies.

QUALIFICATIONS:

1. EDUCATION: Minimum of a high school curriculum or equivalent. A bachelor's degree in finance, accounting, business administration or a related field is preferred.

2. EXPERIENCE:

• 1+ years’ experience with cash management or financial background preferred.
• 1+ years’ experience in customer service
• Previous experience in related financial and/or operational knowledge role is preferred.  

3. KNOWLEDGE/SKILLS:    

1. • Strong attention to detail and accuracy in handling financial transactions.
   • Strong problem-solving skills.
   • Proficient oral and written communication and interpersonal skills.
   • Reliability and can be counted on to be present.
   • Manage time efficiently in a fast-paced environment.
   • Ability to work independently.
   • Ability to work well in a team-oriented environment.
   • Proficient organizational abilities.
   • Proficient computer skills and software experience.  

PHYSICAL REQUIREMENTS:

1. 1. Prolonged sitting throughout the workday with occasional mobility required to interact and accomplish tasks, etc.
   2. Corrected vision within the normal range.
   3. Hearing within normal range.  A device to enhance hearing will be provided if needed.
   4. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
   5. Extensive PC data entry and processing throughout the workday.

LICENSES/CERTIFICATIONS:

None

THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.

We appreciate your interest in joining the Golden 1 team! If you are selected to participate in the interview process we will contact you.