ACH Payment Operations Specialist

JOB TITLE: ACH PAYMENT OPERATIONS SPECIALIST 

 DEPARTMENT: ACH OPERATIONS DEPARTMENT - PAYMENT OPERATIONS

STATUS: NON-EXEMPT

JOB CODE: 11808

PAY SCALE: $22.75 - $25.00 HOURLY
 
 GENERAL DESCRIPTION:

As an experienced specialist at Golden 1 Credit Union, your contribution will be crucial in advancing the organization’s vision, mission, and strategic objectives. This role requires advanced knowledge of ACH operations, cross-training in multiple workflows, proven experience covering vacancies, and a deep understanding of the complexities of related processes. This position’s primary responsibilities will include prioritizing tasks, overseeing departmental queues, workflows, creating, and sending outgoing ACH files, internal money movement, manually returning ACH entries, processing reversals and completing timely reconciliation of general ledgers. In addition, diligently safeguard the credit union's best interests, ensuring prudent financial practices and strategic decision-making.

Lastly, in this role, you will be responsible for creating, reviewing, and updating procedural documents, answering procedural questions from department and frontline staff with professionalism, maintaining service levels, researching, and resolving audit quality control errors, and cross-training new and existing staff. You will also provide phone coverage for incoming calls, communicate, interact, investigate, and resolve member inquiries and collaborate with cross-functional teams.

TASKS, DUTIES, FUNCTIONS:

1. Efficient Processing and Documentation:Exhibit exceptional attention to detail in reviewing and processing distributions, posting transactions, balancing accounts, and creating and sending reclamations and files through the ACH network. Ensure accuracy and completeness by promptly reconciling discrepancies and effectively managing all associated workflows. Maintain organized and comprehensive records of all interactions and transactions to promote transparency and accountability.

2. Regulatory Compliance: Stay informed and maintain a comprehensive understanding of state and federal laws, regulations, trends, and best practices. Ensure compliance with all internal audit, security, and credit union rules and regulations, including Nacha Rules/Greenbook, bank secrecy, and anti-money laundering laws relevant to the role. Successfully complete all required regulatory and compliance training courses, applying this knowledge to daily responsibilities. Adhere to established fraud and security protocols.

3. Inquiry and Issue Resolution: Proactively identify, investigate, and take full ownership of resolving complex inquiries, issues, discrepancies, or complaints with professionalism and diplomacy. Promptly escalate any concerns that may impact system integrity, fraud detection, or member satisfaction, ensuring timely and effective resolution.

4. Record-Keeping: Maintain organized and detailed records of all interactions, transactions, communications related to workflows, review and update workflow procedures and prepare statistical information to Management.

5. Communication: Strong written and verbal and effective communication skills with internal staff/external financial institutions/agencies and members, demonstrating soft/active listening skills, empathy, and professionalism.

6. Training and Professional Growth: Stay abreast with credit union and departmental training by actively engaging in knowledge-building sessions. Pursue self-directed development, cross-training opportunities to elevate expertise in workflow responsibilities. Participate in credit union professional development programs to enhance career progression. Embrace additional responsibilities as assigned, including supporting system validation efforts and contributing to broader departmental initiatives.

7. Digital expectation: Identify and propose process optimization, with a digital innovation focus, to enhance the operational performance. Support implementation of digitally focused projects, which include participating in testing new solutions.

8. Engagement participation: Foster a positive, inclusive work environment that inspires others through words and actions; motivate other employees by embracing and practicing Golden 1’s mission, vison, and core values.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK: 

9. Strong and proven critical thinking skills to analyze situations, identify issues, and implement effective solutions.

10. Strong oral and written communication skills required to prepare reports and collaborate through the organization.

11. Must possess sufficient manual dexterity to skillfully operate an online computer terminal and other standard office equipment, including a typewriter, adding machine, personal computer, facsimile machine, and telephone.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

1. INTERNAL: Ability to collaborate and work effectively with cross-functional teams and internal stakeholders, such as Branches, Contract Center, Accounting, and other departments.

2. EXTERNAL:  Collaborate with other financial institutions, third parties, members, and vendors.

QUALIFICATIONS:

1. EDUCATION: Minimum of a high school curriculum or equivalent. A bachelor's degree in finance, accounting, business administration or a related field is preferred.

2. EXPERIENCE:

• 1+ years’ experience with cash management or financial background preferred, or
• 2+ years’ experience in customer service, or
• 2+ years’ prior experience in a financial or operational role with relevant expertise is highly preferred.

3. KNOWLEDGE/SKILLS:    

1. • Meticulous attention to detail and precision in managing financial transactions.
   • Proven problem-solving skills.
   • Strong communication skills to interact with internal/external business partners and financial institutions.
   • Skilled in multi-tasking and time management, with the ability to prioritize tasks in a fast-paced environment.
   • Ability to work independently and in a team-oriented environment.
   • Excellent organizational abilities. 
   • Skilled oral and written communication, with strong interpersonal abilities.

1. • Advanced proficiency in computer skills and extensive experience with various software applications. 

PHYSICAL REQUIREMENTS:

1. Prolonged sitting throughout the workday with occasional mobility required.
2. Strong hand-eye coordination is essential for accurately reading, posting, and settling complex general ledger accounts and related issues, along with corrected hearing within a normal range to manage extensive phone communications with internal and external contacts effectively.
3. Extensive PC data entry and processing throughout the workday.
4. This role occasionally requires bending, stooping, and lifting items like reports, printer paper, and supplies weighing up to thirty pounds without assistance. Must have sufficient manual dexterity to effectively operate an online computer terminal, adding machine, personal computer, facsimile machine, and telephone, as well as the mobility to alternate between sitting and moving throughout the workday. 

LICENSES/CERTIFICATIONS:

None

#LI-Remote

THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE.   HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.

REV.2/7/2023