Payments Solutions Support Specialist

Citadel Federal Credit Union; Indianapolis (IN); On-site; USD 40,000 - 60,000; Full time

Job summary

Citadel Federal Credit Union is seeking a Payments Support Representative to assist Retail staff with operational, product, system, and account-related issues via phone and email. You will own calls with timely follow-up and help educate staff on Citadel products and procedures.

Responsibilities include handling inquiries for ATM/Debit/Credit, Online/Mobile Banking, IRA services, Bill Pay, Wires, and ACH; troubleshooting with vendors; and maintaining security and confidentiality of member data.

Qualifications

• Five years of retail, banking, or customer service; Contact Center experience preferred.
• High school diploma or equivalent; Associate's Degree preferred.
• Proficient in Microsoft Office/Windows.

Responsibilities

• Respond to all phone calls, emails, secure messages, and service event inquiries while meeting metrics and SLAs.
• Maintain knowledge of Citadel's Payment Solutions to respond to inquiries and troubleshoot problems (ATM/Debit/Credit, Online/Mobile Banking, IRA's, Bill Payer, Wires, Checks, ACH).
• Troubleshoot and support issues/tickets with vendors and internal customers.
• Troubleshoot errors related to Online Banking, Bill Pay and 3rd party systems.
• Support software applications used by members (e.g., ACI/Express Payments, Quicken/QuickBooks).
• Assist in educating Retail employees and making customer-best-interest decisions.
• Verify deposits, lost/stolen card reports, IRA errors, and IRA mail research.
• Process outgoing wires with customer callback verification.
• Provide support for new products, policies, and system updates.
• Identify, assess and perform file maintenance; research items as requested.
• Maintain confidentiality and knowledge of banking rules and regulations.

Skills

Customer service

MS Office

Multi-tasking

Communication skills

Problem-solving

Adaptability

Education

High school diploma or equivalent

Associate's Degree preferred

Job description

Citadel Federal Credit Union is seeking a Payments Support Representative to assist Retail staff with operational, product, system, and account-related issues via phone and email. You will own calls with timely follow-up and help educate staff on Citadel products and procedures.

Responsibilities include handling inquiries for ATM/Debit/Credit, Online/Mobile Banking, IRA services, Bill Pay, Wires, and ACH; troubleshooting with vendors; and maintaining security and confidentiality of member data.