Hybrid Service Analyst - Payment Products & Services

PenFed Credit Union; Omaha (NE); Híbrido; USD 32.000 - 52.000; Tempo integral

Resumo da vaga

PenFed Credit Union is hiring a Hybrid Service Analyst for Payment Product & Service at our Omaha Service Center. You will work with business and IT teams to resolve member inquiries and production issues across Debit, Credit, ATM, Zelle, Bill Pay, and ACH/Wires.

Equivalent mix of education and experience acceptable; 2+ years in customer service, QA, or research required. Strong communication and Microsoft tools proficiency needed; Salesforce experience preferred.

Qualificações

• Bachelor’s degree in business or a related field preferred or equivalent combination of education and experience.
• Minimum of two years’ experience in customer service, research, or quality assurance.
• Experience with Fiserv as a payment processor is highly preferred.
• Experience with Visa and/or MasterCard payment products is highly preferred.
• Ability to work autonomously and manage multiple priorities with deadlines.
• Strong written and verbal communication skills.
• Analytical skills to recognize trends and monitor data.
• Working knowledge of Microsoft tools; Salesforce experience preferred.

Responsabilidades

• Resolve member and internal inquiries related to Payment Services across multiple systems.
• Develop and execute test plans and scripts to validate resolutions and changes.
• Monitor ongoing inquiries, ensure timely progress, and document root causes.
• Create reports/dashboards highlighting issues, trends, and volumes.
• Review service issues with management and vendor partners to drive improvements.
• Support in defining business processes and documenting workflows.
• Proactively propose long-term solutions to prevent recurrence of problems.
• Build relationships with PenFed and external partners to ensure service excellence.
• Assist with merger activities and related testing efforts.

Conhecimentos

Customer service

Quality assurance

Analytical skills

Payments knowledge

Payments processes

Formação

Bachelor’s degree in business or related field

Experience in customer service/QA fields

Ferramentas

FISERV

Salesforce

Descrição da vaga

PenFed Credit Union is hiring a Hybrid Service Analyst for Payment Product & Service at our Omaha Service Center. You will work with business and IT teams to resolve member inquiries and production issues across Debit, Credit, ATM, Zelle, Bill Pay, and ACH/Wires.

Equivalent mix of education and experience acceptable; 2+ years in customer service, QA, or research required. Strong communication and Microsoft tools proficiency needed; Salesforce experience preferred.