CW - Payment Operations Specialist I

Your main duties will involve processing customer applications, maintaining customer records, and resolving customer inquiries in a timely and efficient manner.

• Handle customer inquiries regarding electronic payments through various communication channels such as phone and email
• Process ACH files and manage suspended files
• Balance GL's/accounts related to ACH settlement
• Conduct research and error resolution for inbound/outbound ACH
• Maintain accurate customer credit records and perform account or system level maintenance as it relates to ACH products and services
• Adhere to all applicable laws and regulations governing bank operations, including compliance with the Bank's BSA/AML Policy and Procedures and Nacha Operating Rules and Guidelines
• Provide support for daily processing of wholesale business banking and consumer payment systems
• Contribute to the development and improvement of all processes, objectives of the team and business
• Communicate frequently with internal and external customers, prioritizing the delivery of an excellent experience using strong verbal and written communication skills
• Provide high degree of professionalism and confidentiality in handling and having access to sensitive information • Proficiency in Customer Service, demonstrating excellent interpersonal skills and the ability to manage customer expectations effectively.
• Familiarity with general Office Functions and administrative tasks, ensuring smooth daily operations.
• Experience in Reporting, capable of compiling, verifying, and presenting data clearly and accurately.
• Understanding of Operations within a financial or payment processing environment.
• Ability to follow Procedures and Policies accurately and consistently.
• Experience in Answering Inbound Calls, addressing customer queries and issues promptly.
• Knowledge of Compliance requirements in a financial or payment processing setting.
• Expertise in Payment Processing, ensuring transactions are executed accurately and promptly.
• Strong Research skills to investigate and resolve issues or discrepancies in payment operations.
• Focus on Quality, striving for accuracy and excellence in all tasks.
• Supervising experience, demonstrating leadership and team management skills.
• Ability to Perform Ad Hoc Financial tasks as required, demonstrating flexibility and problem-solving skills.
• Knowledge of financial Regulations and their application in a payment operations environment.
• Understanding of Networks and their role in payment operations.
• Experience in handling Receipts and financial documentation.
• Ability to work effectively with Partners and stakeholders, both internal and external.
• Knowledge of Consumer Electronics market or industry is a plus.
• Understanding of Confidentiality requirements in handling sensitive financial information.
• Familiarity with AML - Anti Money Laundering procedures and regulations.
• Experience in handling Settlements, ensuring all financial transactions are reconciled accurately.
• Understanding of Service Level Agreements and their importance in maintaining customer satisfaction.
• Experience with Automated Clearing House (ACH) transactions.
• Ability to serve External Customers effectively, maintaining a detail oriented and responsive approach.
• Strong Written Communication skills, able to convey information effectively in reports, emails, and other written formats.