Sr. Electronic Payments Specialist (Lawrence, MA) Sign-On- Bonus

Senior Electronic Payment Specialist

Join our team as a Senior Electronic Payment Specialist. Location: Lawrence or Waltham, MA | Full-Time

Do you have a strong attention to detail and a passion for investigating and resolving complex issues? Looking to grow your career in electronic payments with a team that values accuracy, compliance, and exceptional service? At BrightBridge Credit Union, we're seeking a knowledgeable and motivated individual to support our disputes and payments operations at our Lawrence or Waltham Corporate Office. In this role, you'll manage the end-to-end processing, investigation, and resolution of consumer disputes related to debit card and ACH transactions, ensuring compliance with Regulation E. You'll leverage tools like the FINBOA portal to efficiently manage claims while meeting strict regulatory timelines and delivering a high level of service to our members. If you're analytical, detail-oriented, and thrive in a fast-paced environment, we'd love to hear from you!

Why You'll Love Working Here

• Start your career with us and earn a BONUS! Candidates who apply between May 1st and May 30th and are hired by June 30, 2026, will receive a $500 bonus after 90 days of employment and an additional $1,000 after one year.
• A collaborative team culture where your contributions matter
• Ongoing training and career development opportunities
• Competitive pay, benefits, and the chance to grow with a supportive organization
• The satisfaction of making a real difference in your community every day

What You'll Be Doing (Your Responsibilities)

1. Investigate and resolve debit card and ACH disputes in accordance with Regulation E requirements
2. Determine claim validity, including unauthorized transactions, fraud, and error resolution
3. Ensure adherence to required timelines (e.g., provisional credit, final resolution deadlines)
4. Utilize the FINBOA platform to intake, document, track, and resolve claims
5. Maintain accurate case notes, documentation, and audit trails within the system
6. Monitor workflow queues to ensure timely processing
7. Process fraud and non-fraud claims (e.g., unauthorized use, merchant disputes)
8. Work with card networks (Visa/Mastercard) for chargebacks when applicable
9. Review transaction data and supporting documentation
10. Handle unauthorized ACH claims, stop payments, and revocations
11. Ensure compliance with NACHA rules and timelines
12. Process Written Statements of Unauthorized Debit (WSUD)
13. Communicate with customers regarding claim status, documentation needs, and outcomes
14. Provide clear explanations of decisions and regulatory rights
15. Ensure all actions comply with Regulation E, NACHA rules, and internal policies
16. Identify potential fraud patterns and escalate as needed
17. Support audits and regulatory reviews
18. Serve as a subject matter expert (SME) for junior staff
19. Assist in training new hires on Reg E, ACH, and card dispute processes
20. Provide guidance on complex or escalated claims
21. Track claim metrics (volume, turnaround time, losses)
22. Identify process improvements and efficiency opportunities
23. Assist with updating procedures and job aids
24. Champions the credit union's brand and culture with enthusiasm, spirit, and energy.
25. Cross trains and performs additional Operational Support duties as needed.

What We're Looking For (Your Required Qualifications)

1. 3–5+ years of experience in electronic payments, disputes, or fraud operations
2. Strong knowledge of: Regulation E (EFTA), ACH processing and NACHA rules, Debit card dispute and chargeback processes
3. Experience using FINBOA or similar dispute management systems
4. High attention to detail and strong analytical skills
5. Ability to manage high volumes and meet strict deadlines
6. Strong written and verbal communication skills

A Plus for You (Our Preferred Additional Qualifications)

1. Experience in a banking or credit union environment
2. Familiarity with card networks (Visa, Mastercard) rules
3. Prior experience handling escalations or complex investigations
4. Knowledge of fraud detection tools and systems