Payment Operations Specialist

Description

As a Payment Operations Specialist at First Alliance Credit Union, you will play a critical role in the daily operations of our electronic payment systems. You will be responsible for ACH processing, dispute and fraud case handling, remote deposit check review, servicing of debit and credit card programs, and risk mitigation activities. This role requires attention to detail, problem-solving ability, and a working knowledge of compliance requirements. Through collaboration with internal teams and a strong focus on accuracy and service, you will help protect member assets, support internal partners, and enhance the overall member experience.

 Essential Functions

Payment Processing & Exception Handling

• Accurately process high-risk and exception-based transactions, including ACH files, returned items, check fraud cases, debit and credit card disputes, and other adjustments.
• Conduct daily reviews of remote deposits and flagged transactions, escalating suspicious or unusual activity to the appropriate team or manager.
• Assist with processing reissued cards, resolving blocked transactions, and monitoring settlement activity to ensure timely and accurate reconciliation.

Direct Member Support & Experience Delivery

• Actively support both internal staff and members by providing expertise on payment-related issues such as disputes, returned items, card issues, and other transaction concerns.
• Partner closely with the Retail Experience team to ensure a seamless and consistent member experience across all touchpoints.
• Engage directly with members as needed—by phone, digital channels, or in person—to resolve issues, answer questions, and deliver accurate, empathetic, and timely service.
• Represent the credit union’s mission and values through every member interaction, reinforcing a culture of helpfulness, ownership, and service excellence.
• Maintain clear communication with front-line team members to ensure follow-up, transparency, and shared resolution of member concerns.

Fraud Identification & Risk Collaboration

• Identify indicators of fraudulent activity or irregular transactions across payment channels and escalate findings appropriately.
• Collaborate with the Risk Department—specifically the BSA and Fraud Specialist—for further investigation, documentation, and regulatory follow-up.
• Maintain awareness of fraud trends and support risk mitigation efforts by adhering to internal protocols and documenting key activity.

Compliance & Regulatory Support

• Follow applicable rules and guidelines including, but not limited to, NACHA, Reg E, Reg CC, and card network requirements.
• Support the review and monitoring of cannabis-related transactions to ensure compliance with regulatory expectations in coordination with the Risk team.
• Assist in preparing data and documentation needed for audits, internal reviews, compliance dashboards, and examiner inquiries.

Systems & Workflow Improvement

• Participate in testing, training, and implementation of software updates and operational changes related to payments and processing systems.
• Provide input on improving daily workflows to increase efficiency, reduce risk, and enhance member service.
• Assist in creating and maintaining internal job aids, reference materials, and training guides to support departmental consistency and knowledge sharing.

Member & Departmental Collaboration

• Support internal departments—including Member Experience, Lending, and Risk Management—by providing expertise and guidance related to payment processes and escalated issues.
• Actively communicate updates, resolutions, and follow-ups to ensure continuity and accuracy in service delivery.
• Reinforce a team-based environment by contributing to shared goals, knowledge transfer, and solution-oriented support.

Professional Development & Organizational Engagement

• Stay current with credit union policies, procedures, and system functionality to ensure high-quality service and operational accuracy.
• Engage in training and professional development opportunities related to payments, fraud prevention, and regulatory compliance.
• Demonstrate a commitment to First Alliance Credit Union’s mission, vision, and core values through everyday actions and performance.

Additional Duties

• Perform other duties as assigned to support department and organizational goals, including backup coverage for critical payment functions as needed.