Sr. Payment Support Representative

Function

The Senior 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.  This individual will act as the escalation point for Support issues.

Duties and Responsibilities

• Respond to all phone calls, emails and service event inquiries while meeting established metrics and upholding our service level agreement.
• Provides guidance, training and support to the Support Department.
• Handle escalated calls, emails, tickets and service event inquiries.
• Assist management with department scheduling
• 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 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.
• Responsible for troubleshooting and supporting escalated issues/tickets with vendors and internal customers.
• 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.
• 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)
• Completion of reports to management as required.
• Assist in special projects and perform other duties as assigned.

Qualifications and Education Requirements

Work Experience

• Five years of retail, banking, or customer service; Contact Center and Payment Solutions experience 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.  
• 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 7pm and Saturdays 9am to 2pm

Education

• High school diploma or equivalent; Associates or Bachelors Degree preferred

 

Performance Measurements

 

Performance is based on the corporate scorecard and departmental goals.

 

Work Environment

 

This position will be in an office environment with most work done on a computer.  Any necessary accommodations will be provided.

 

Physical Demands

 

The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform the essential functions of this positi