Senior Payments Specialist

The Senior Payments Specialist plays an important role in the credit union's payment operations, including knowledge of credit, debit, ACH, and electronic services. Supports the Operations Management Team to ensure high-level servicing, process improvement, compliance monitoring, strong vendor relationship management, and efficient issue resolution. Serves as an in-house subject matter expert (SME) providing advanced support to internal teams and ensuring an exceptional member experience. Requires strong cross-functional collaboration, initiative to lead projects, and a solid understanding of credit card platforms, regulatory requirements, and fraud management.

Essential Functions & Responsibilities

· Assist the Operations Management Team with monitoring day-to-day payment operations, ensuring efficient processes and adherence to service level expectations.

· Act as a primary liaison with card processors/vendors to address escalations, coordinate system updates, and ensure platform integrity.

· Knowledge of ACH/Share Draft rules and regulations.

· Lead internal initiatives to improve workflows, automation, and overall credit card program performance with guidance from management.

· Participate in card portfolio analysis and help identify trends, gaps, and opportunities for growth or risk mitigation.

· Serve as the subject matter expert (SME) for complex member issues involving card transactions, fraud, billing, digital wallet integrations, and account maintenance.

· Provide training, mentoring, and guidance to associates and other departments.

· Assist with escalations from branch associates, the contact center, and leadership with a member-first approach.

· Monitor the credit card dispute process under management direction, ensuring compliance with Reg Z and network rules.

· Review fraud monitoring alerts and coordinate with external fraud services; assist in managing internal fraud investigations and reporting.

· Track fraud trends and help implement preventive controls and mitigation strategies.

· Monitor regulatory changes impacting card operations and update procedures as needed.

· Ensure adherence to card network rules, consumer protection laws, and internal policies.

· Maintain accurate records for audits and regulatory examinations and support audit preparation.

· Partner with Marketing on campaigns, product launches, and member education.

· Participate in system conversions, platform enhancements, and vendor evaluations.

· Prepare data and analysis for management reporting, board reports, and strategic planning.

· Collaborate with card processor/vendor to manage system issues and platform updates.

· Perform other job-related duties as assigned.

Experience

· A minimum of four (4) years of experience in payment operations or card servicing within a financial institution is required.

Knowledge and Skills – Education

· High school diploma or GED required; college degree preferred.

Knowledge and Skills – Interpersonal Skills

· Role involves substantial personal contact for conflict resolution, relationship-building, and cooperation.

· Requires confidentiality, discretion, diplomacy, and tact.

Other Skills

· Advanced knowledge of credit card networks (Visa, Mastercard), card processing systems, ACH, and industry regulations.

· Strong analytical, problem-solving, and organizational skills.

· Experience with dispute/fraud handling platforms (e.g., Falcon,).

· Excellent communication and interpersonal skills; ability to lead and influence cross-functional teams.

· High attention to detail and proactive problem identification.

· Experienced in Microsoft 365 products. (Excel &Word)

Physical Requirements

· Primarily sedentary work with occasional lifting up to 10 lbs.

· Able to climb/descend stairs in emergencies.

· Operate office equipment, including telephone, copier, facsimile, and calculator.

· Ability to use a computer 6–8 hours per day.

· Work extended hours when required by management.

· Regular, reliable, and timely attendance required.

· Ability to work independently or as part of a team.

· Able to follow written and verbal instructions clearly.

· Perform basic math calculations accurately.

· Maintain professionalism with diverse personalities and deliver high-quality service.

· Perform with composure under deadlines, accuracy requirements, or a fast pace.

· Handle multiple changing priorities effectively.

· Exercise the highest level of discretion with confidential matters.

· Work environment noise level is usually moderate.

· This job description is not a complete statement of all duties and responsibilities

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If you have a disability and require a reasonable accommodation to complete the job application process, please contact JM Family’s Talent Acquisition department at talentacquisition@jmfamily.com for assistance. If you have an accommodation request for one of our recruiting events, please notify us at least 72 hours prior so that we may provide assistance .