Payments Support Representative

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Job Overview

The 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.

Responsibilities

• Respond to all phone calls, emails, secure messages, and service event inquiries while meeting established metrics and upholding our service level agreement.
• 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 and supporting all issues/tickets with vendors and internal customers.
• 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.
• 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.
• Responsible for the timely completion of verification of deposits, lost/stolen card report, IRA errors report and IRA incoming mail research and deposits.
• Process outgoing wires including obtaining customer callback verification.
• 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)
• Perform other duties as assigned.

Qualifications and Education Requirements

• Five years of retail, banking, or customer service; Contact Center experience preferred
• High school diploma or equivalent; Associate's Degree 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.

Additional Skills/Notes

• 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 6pm and Saturdays 9am to 1pm. Hours are subject to change

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.