Payments Support Specialist - Banking Services

Citadel Federal Credit Union; Butlerville (IN); On-site; USD 42,000 - 56,000; 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 telephone and email. You will own calls, provide timely follow-up, and help educate Retail employees to make decisions in Citadel's best interest.

The role requires strong customer service skills, reliability, and the ability to troubleshoot across Citadel Payment Solutions and 3rd party systems.

Qualifications

• Five years of retail, banking, or customer service experience; Contact Center experience preferred.
• High school diploma or equivalent; Associate's Degree preferred.
• Proficient in Microsoft Office/Windows and able to navigate multiple software applications.
• A significant level of trust and diplomacy is required, in addition to normal courtesy and tact.

Responsibilities

• Respond to phone calls, emails, secure messages, and service event inquiries while meeting established metrics and upholding service level agreement.
• Maintain knowledge of Citadel's Payment Solutions to respond to staff inquiries and troubleshoot problems.
• Troubleshoot and support all issues/tickets with vendors and internal customers.
• Process outgoing wires including obtaining customer callback verification.
• Maintain confidentiality of members' financial information and comply with policies.

Skills

Customer service

Communication

Problem solving

Diplomacy

Education

High school diploma or equivalent

Associate's Degree preferred

Tools

Microsoft Office/Windows

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 telephone and email. You will own calls, provide timely follow-up, and help educate Retail employees to make decisions in Citadel's best interest.

The role requires strong customer service skills, reliability, and the ability to troubleshoot across Citadel Payment Solutions and 3rd party systems.