Senior Payments Ops Specialist

TITLE: ITEM PROCESSING SR SPECIALIST STATUS: NON-EXEMPT REPORTS TO: SUP - ITEM PROCESSING OPS DEPARTMENT: ITEM PROCESSING JOB CODE: 11655 PAY RANGE: $28.00 - $29.50 HOURLY   GENERAL DESCRIPTION: As an Item Processing Senior Specialist at Golden 1 Credit Union, this role assumes a leadership position within the Item Processing department. The incumbent will leverage advanced expertise to ensure the efficient and accurate execution of financial transactions, contributing significantly to the overall success of departmental operations. TASKS, DUTIES, FUNCTIONS: * Exhibit leadership by overseeing ATM and mobile deposits, loan and Visa payments, and bill pay transactions to ensure adherence to daily service level agreements. * Allocate daily tasks based on transaction volumes to ensure timely completion. * Review, decide whether to accept or reject check deposits or payments at a higher tier limit per item than other departmental employees, currently assigned the highest tier below management level. * Handle tier 2 escalations, demonstrating advanced problem-solving skills for more complex issues. * Monitor and identify fraudulent or suspicious activity during the clearing process of items. * Lead in maintaining meticulous records and daily transaction reconciliation in adherence to established policies and procedures. * Implement quality control measures to uphold the highest standards in departmental operations. * Collaborate with departmental leadership in the execution of strategic initiatives, projects, and service packs. * Provide subject matter expertise on departmental duties and responsibilities. * Deliver exemplary service to members, branches, and other department staff, ensuring a high level of satisfaction. * Address escalated issues with professionalism and effective resolution strategies. * Lead efforts in detecting and preventing fraudulent checks, staying abreast of industry trends and best practices. * Ensure strict adherence to credit union policies, procedures, and compliance requirements. * Provide guidance to staff to ensure they stay within assigned limits and adhere to established policies and procedures. * Develop and conduct training sessions for new employees, ensuring a comprehensive onboarding process and fostering a knowledgeable and skilled team. Additionally, provide ongoing training and support to existing team members to enhance their proficiency and adaptability within the department. * Monitor the workflow, overseeing a wide variety of tasks to maintain efficiency and effectiveness. * Ensure that the team stays within assigned limits, maintaining meticulous records, and balancing daily transactions. * Receive and process a variety of financial transactions, including checks, deposits, bill pay and other related items made through the mail, mobile and/or ATM channels. * Utilize item processing systems and tools to ensure accurate and timely completion of transactions. * Conduct thorough research and promptly respond to inquiries from members, branches, and departments. * Identify and proficiently resolve, or guide others in resolving, issues that deviate from the routine course of business, particularly those linked to intricate or substantial transactions. * Exercise utmost care and judgment in recognizing member-related or system integrity issues, ensuring prompt escalation to the appropriate level of management for immediate resolution. In cases where members may be affected, prioritize timely communication to management, enabling the dissemination of proper notifications throughout the company. * Provide a high level of service to members, branches, and other department personnel. * Communicate and interact proactively with members and internal business partners, helping on department-related processes. * Foster a motivational atmosphere by coaching, monitoring, and providing positive feedback to enhance team performance. * Closely monitor and uphold the transport system, promptly reporting any system issues to management. This proactive approach ensures that vendors are promptly engaged to identify and implement timely resolutions. * Contribute expertise to support the successful execution of departmental initiatives. * Organize, prioritize, and perform multiple tasks simultaneously while being detailed oriented. * Collaborate with the fraud prevention team to enhance security protocols and minimize risks associated with fraudulent activities. * Lead GL and reconciliation processes, including those associated with ATM transactions and other GLs related to check processing within accounting. * Generate and deliver monthly reports to uphold quality control standards for work related to Reg CC. * Strong understanding of Funds Availability, Reg CC, and Fraud detection. * Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. * Compile and manage departmental statistics and reports. Generate administrative reports and conduct information gathering as needed. * Provide additional support throughout the department and perform other tasks and duties assigned as needed to maintain daily operations. * Utilizing critical thinking skills in order to identify gaps or updates within internal processes to create efficiencies on production areas. * Maintaining routine monthly audits and addressing findings to staff as needed. Tracking errors and monitoring for improvement. * Performing various job duties based on staffing and production needs. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK: 1. Effective oral and written communication skills required. 2. Strong knowledge in Check Acceptance, Funds Availability and Fraud detection. 3. Critical thinking skills needed to identify possible fraudulent activity and member escalations or inquires. 4. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine, and telephone. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: 1. INTERNAL: Branches, Contact Center, other departments 2. EXTERNAL: Members, other financial institutions, correspondent bank, and vendors QUALIFICATIONS: 1. EDUCATION: * Successful completion of High School or GED required. * Associated degree in related field or equivalent experience.   2. EXPERIENCE:   * 5+ years’ experience in item processing, cash management, operations, or related financial roles. * 3+ years of hands-on experience in customer service roles, showcasing a consistent commitment to delivering exceptional support. 3. KNOWLEDGE / SKILLS: 1. * Proven experience as an Item Processing Specialist or in a similar role. * Advanced knowledge of financial transactions and compliance requirements, specifically in funds availability and Reg CC.  * Exceptional problem-solving skills with the ability to handle tier 2 escalations. * Strong leadership and collaboration skills to contribute to strategic initiatives. * Excellent communication skills, both written and verbal. * Familiarity with fraud prevention technologies and best practices. * Proficient computer skills and software experience. PHYSICAL REQUIREMENTS: 1. Prolonged sitting throughout the workday with occasional mobility required. 2. Corrected vision within the normal range. 3. Hearing within normal range.  A device to enhance hearing will be provided if needed. 4. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. LICENSES / CERTIFICATIONS:  #LI-Hybrid THIS JOB DESCRIPTION PROVIDES AN OVERVIEW OF THE GENERAL SCOPE AND LEVEL OF WORK EXPECTED TO BE PERFORMED, BUT IT IS NOT AN EXHAUSTIVE LIST OF ALL DUTIES OR RESPONSIBILITIES ASSOCIATED WITH THE POSITION. THE CREDIT UNION RESERVES THE RIGHT TO MODIFY, ADD, OR REMOVE DUTIES AS NEEDED WITHOUT ADVANCE NOTICE. EMPLOYEES MAY BE REQUIRED TO PERFORM ADDITIONAL TASKS AND DUTIES AS DIRECTED BY THEIR SUPERVISOR, PROVIDED SUCH TASKS ARE WITHIN THE EMPLOYEE’S KNOWLEDGE, SKILLS, AND ABILITIES, OR CAN BE PERFORMED WITH REASONABLE TRAINING. NOTHING IN THIS JOB DESCRIPTION ALTERS THE AT-WILL EMPLOYMENT RELATIONSHIP OR LIMITS THE CREDIT UNION’S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THIS POSITION AT ANY TIME. REV. 4.14.2025 #LI-Hybrid