ACH Payment Operations Senior Specialist

JOB TITLE: ACH PAYMENT OPERATIONS SENIOR SPECIALIST

DEPARTMENT: ACH OPERATIONS DEPARTMENT - PAYMENT OPERATIONS

REPORTS TO: ACH OPERATIONS SUPERVISOR

STATUS: NON-EXEMPT

JOB CODE: 11809

PAY SCALE: $27.56 - $30.00 Hourly

General Description

As a Senior Specialist at Golden 1 Credit Union, you will be instrumental in driving the organization’s vision, mission, and strategic objectives. This role demands an advanced understanding of ACH operations and a thorough comprehension of related processes. Your key responsibilities will include leading and prioritizing tasks, managing departmental queues, and overseeing workflows to ensure the timely processing of transactions.

Candidates must demonstrate proven experience in cross-training and covering vacancies within the department, coupled with strong analytical skills for effective issue resolution. The ability to prioritize and manage multiple tasks simultaneously is crucial for success in this position. You will monitor and oversee daily production efforts and deadlines while safeguarding the credit union's interests through prudent financial practices and strategic decision-making.

Essential functions of your role will include providing phone coverage for incoming calls, investigating and resolving member inquiries and escalations, and collaborating with cross-functional teams to enhance the member experience. Additionally, you will be responsible for creating, reviewing, and updating procedural documents to accurately reflect current processes. Lastly, you will be instrumental in driving efficiencies and providing support or leadership for departmental initiatives and projects. This includes conducting system testing and validating enhancements or upgrades, as well as implementing new products and services.

Tasks, Duties, Functions

• Leadership: Lead, train, direct, and guide departmental staff to cultivate a motivated and high-performing team environment. Collaborating closely with the Department Supervisor, you will effectively communicate to develop and implement comprehensive cross-training schedules. Additionally, you will escalate discrepancies, address member impact, and report fraud-related activities, ensuring staff versatility and operational efficiency throughout the department.
• Communication: Exceptional written and verbal communication skills to engage effectively with internal staff, external financial institutions, agencies, and members. Demonstrate advanced active listening skills, empathy, and professionalism to foster strong, trusting relationships and facilitate clear, impactful interactions.
• Streamlined Processing and Documentation: Demonstrate outstanding 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.
• Regulatory Compliance: Maintain a thorough understanding of state and federal laws and regulations relevant to credit union compliance, including bank secrecy and anti-money laundering laws with an in-depth understanding of the Nacha Rules/Greenbook. You will ensure strict adherence to internal audit protocols, security measures, and credit union regulations, policies, and departmental procedures. Your commitment to compliance will be demonstrated by successfully completing all regulatory and compliance training programs and effectively applying this knowledge to inform and enhance daily operations. Your expertise will play a vital role in fostering a culture of compliance and safeguarding the organization’s integrity.
• Inquiry and Issue Resolution: Utilize critical thinking and collaborative problem-solving skills to identify and address issues that arise outside the normal course of business, particularly those involving complex or significant transactions. Exercise the highest level of care and judgment when assessing member-related and system integrity issues, ensuring they are escalated promptly to the appropriate level for immediate resolution. In situations impacting members, communicate swiftly with management to facilitate timely notifications across the organization, ensuring transparency and effective response measures are implemented.
• Comprehensive Record-Keeping: Diligently maintain organized, thorough records of all interactions, transactions, and workflow-related communications. Regularly review and refine workflow procedures to enhance efficiency and accuracy prepare statistical reports to provide management with actionable insights. Monitor and assist when necessary timely reconciliation of departmental general ledgers, especially those related to complex or significant transactions. Research and correct discrepancies timely/ clear aged items aggressively.
• Training and Professional Growth: Stay abreast with credit union and departmental training by actively engaging in knowledge-building sessions. Pursue self-directed development and cross-training to elevate expertise in workflow responsibilities as it relates to Nacha/REG E/Greenbook guidelines. 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.
• Digital Innovation and Optimization: Proactively identify and recommend process enhancements with a focus on digital transformation to elevate operational efficiency. Support the implementation of digital initiatives by actively engaging in solution testing and contributing to the seamless integration of new technologies.
• Engagement participation: Cultivate a positive, inclusive work environment that inspires and motivates others through both words and actions. Lead by example by embodying Golden 1’s mission, vision, and core values with empathy, fostering a culture where all team members feel valued and supported.
• Perform the duties of the Supervisor in their absence.
• Assist other departments, special projects or other duties assigned.
  
  

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

• Makes sound decisions in the absence of detailed instructions
• Plans and organizes with little or no assistance and requires minimal supervision
• Strong oral and written communication skills required to train, make general ledger entries, prepare reports, constructively follow up on member inquiries and perform other related tasks and collaborate through the organization.
• Strong and proven critical thinking skills to analyze situations, identify issues, and implement effective solutions.
• 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

• INTERNAL: Demonstrate ability to collaborate and work seamlessly with cross-functional teams and internal stakeholders, including Branches, Contact Center, Accounting, and other key departments, to drive alignment and achieve shared organizational goals.
• EXTERNAL: Vendors, financial institutions, EPN, Federal Reserve Bank, ACH representatives, various Payroll agencies and US Treasury departments, members and other industry associations.
  
  

Qualifications

• EDUCATION: Minimum of a high school diploma or equivalent. A bachelor's degree in finance, accounting, business administration or 5 years in a related field is preferred.
• EXPERIENCE: 5 years of experience in complex ACH Processing, ACH Disputes, Origination, Reclamations and member servicing within the financial industry. Extensive knowledge with processing REG E and Nacha Rules and guidelines preferred.
• KNOWLEDGE/SKILLS: In-depth knowledge of state and federal laws and regulations as well as credit union policies and procedures related to products and services
• • Strong oral and written communication skills
  • Professional member relations skills & telephone etiquette
  • Proficient computer skills and software experience
  • Ability to work as a team and exhibit strong leadership skills
  • Ability to work independently with little supervision
  • Good organizational skills and ability to multi-task
  • Display confidentiality skills
    

Physical Requirements

• 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.
• 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

Accredited ACH Professional (ACH) preferred

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.



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