Payment Operations Specialist

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.
  
  

Pay And Benefits

Starting pay: $20.78 Hourly

There may be an increase of base pay based on skills and experience.

Candidates who demonstrate certified proficiency in Spanish or Somali may be eligible for additional compensation. Certification requirements and compensation details will be discussed during the hiring process.

Benefits include: 401(k), 401(k) Matching, Dental Insurance, Employee Assistance Program, Employee Discount, Health Insurance, Health Savings Account, Life Insurance, Paid Time Off and Vision Insurance.

Requirements:

The attributes listed below are representative of the knowledge, skills and/or abilities required.

Education: High school diploma or GED required.

• ACH Accreditation: Required or to be obtained within 12-18 months in the role.
• Candidate must maintain ACH accreditation (AAP) during employment.
  
  

Experience: 3–5 years of experience in financial operations preferred. Experience with ACH processing, clerical duties, and/or plastic card services is valuable.

• General knowledge of credit union policies and procedures is preferred.
• Familiarity with credit union account services and payment operations is a plus.
  
  

Skills:

• Advanced knowledge of electronic payment systems and fraud prevention tools
• Ability to work independently with a high degree of accuracy and accountability
• Strong communication skills for member and vendor interactions
• Experience leading or contributing to small projects or internal initiatives
  
  

Professionalism/Attitude

• Believes in own capabilities and knowledge to affect positive outcomes and even succeed where others may not and demonstrates that attitude in performing day-to-day activities.
• Self-motivated by the desire to accomplish goals and have exceptional performance; very open to receiving constructive feedback.
• Understands that change is necessary to evolve as a person and an organization, and reflects that in the context of daily work, handling change without becoming disengaged.
• Displays an on-going commitment to learning and self-improvement in areas that are job and/or organization relevant.
  
  

Leadership

• Embodies the credit union’s core values: Trust, Compassion, Inclusivity/Diversity, Innovation, Empowerment, Stewardship, and Flexibility.
• Takes initiative to be involved in networking opportunities in the community.
• a desire to make a positive impact through financial education and advocacy.
• Generates innovative ideas, and creative solutions to challenging problems.
• Models’ behavior that builds inter-personal trust and personal integrity within the team.
• Offers to take additional responsibilities contributing to the success of the team.
  
  

Performance Measurements

• Mission, Vision & Core Values: Ensure personal and departmental actions and service align with the credit unions Mission, Vision, and Core Values.
• Job Knowledge: The depth and breadth of know-how to perform essential duties and functions of the job. The level of compliance with degree, certification, and training requirements. Understanding of how individual job performance furthers organizational objectives. Willingness to update and expand skills, knowledge, and training.
• Work Quality: The level at which accurate and complete records are kept related to area of responsibility (member information, account information, loan files, new member information, etc.). The ability to accurately record, organize, and store company information. Compliance with established recordkeeping procedures and compliance requirements.
• Member Experience: The degree to which member service is demonstrated in the day-to-day business environment. The level of support for co-workers as well as outside members, vendors, contractors, and legal counsel etc. High ratings in member feedback and satisfaction surveys.
• Communication: The ability to effectively converse and listen to both internal and external members. The use of proper written and grammatical skills, and the meaningful application of computer
• Productivity: The level of work output and efficiency in completing job requirement. The ability to use time and resources well.
• Decision-Making/Judgement: The ability to make prudent decisions that are timely, well researched, and reflect awareness of impact.
• Data Entry: The ability to efficiently and accurately transfer data into the company's information system. Skill in reading, deciphering, and entering data in accordance with established guidelines