Payments Support Representative

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

Job Overview

The Payments Support Representative will provide support for operational, product, system, and any other account related issues to Retail staff daily via telephone and email. They will take ownership of calls providing timely follow-up to Retail staff.

Responsibilities

• Respond to all phone calls, emails, secure messages, and service event inquiries while meeting established metrics and upholding our service level agreement.
• Maintain a highly developed knowledge level of Citadel's Payment Solutions in order to effectively respond to staff inquiries and troubleshoot problems. This includes but is not limited to: ATM/Debit/Credit cards, Online/Mobile Banking, IRA's, Bill Payer, Wires, Checks, and ACH.
• Maintain an in-depth knowledge of all 3rd party systems utilized in the Payment Solutions Department in order to respond to inquiries timely.
• Responsible for troubleshooting and supporting all issues/tickets with vendors and internal customers.
• Responsible for troubleshooting errors related to Online Banking, Bill Pay and other 3rd party systems.
• Responsible for maintaining and troubleshooting errors for software applications utilized by members. These include: ACI/Express Payments, Quicken/QuickBooks.
• Participate in the implementation of new Products and Services to gain an in-depth knowledge to facilitate providing post implementation support and troubleshooting.
• Utilize strong listening, communication and problem-solving skills while diplomatically handling and/or resolving issues.
• Assist in educating Retail employees in making decisions that are in the best interest of Citadel as well as our customers.
• Responsible for the timely completion of verification of deposits, lost/stolen card report, IRA errors report and IRA incoming mail research and deposits.
• Process outgoing wires including obtaining customer callback verification.
• Provide support for new products, policies, and new system updates.
• Be able to identify, assess and perform file maintenance in order to fulfill requests.
• Research items as requested.
• Comply with all Departmental policies, processes, and procedures.
• Maintain confidentiality of members' financial information in a secure manner.
• Maintain a good working knowledge of banking rules and regulations that are related to the products and services supported.
• Providing Citadel Class Service (Accuracy, Value, Respect, and Convenience)
• Perform other duties as assigned.

Qualifications and Education Requirements

• 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
• Ability to navigate multiple software applications
• A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work is usually of a personal or sensitive nature.

Additional Skills/Notes

• Ability to multitask and prioritize workload.
• Demonstrates adaptability when interacting with customers and internal clients.
• Strong organizational skills and attention to detail.
• Good communication and problem-solving skills.
• Excellent customer service and conversational skills.
• Availability on Monday through Friday 8am to 6pm and Saturdays 9am to 1pm. Hours are subject to change

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.