Payment Operations Specialist

Payment Operations Specialist

At Pinnacle, our goal is to create an atmosphere where people can become fully engaged, enjoy what they're doing and be successful. We work to ensure that every associate embraces what makes Pinnacle different and excellent. For us, it starts with hiring the right people. We hire like-minded people who share our values of Integrity, Fairness, Learning, Results, Partnership, Balance and Discipline. We hire experienced professionals who understand the industry and provide effective advice. We hire candidates who demonstrate a passion for client service. People who understand that distinctive service is more than smiling and being friendly – it's about creating a client experience that is unmatched. But attracting the right people is only half the battle. We have to ensure that every associate understands their actions affect the outcomes of the firm.

Our Position Descriptions are not designed to list every aspect of a position but to serve as a general overview.

Summary Of Position:

A Payment Operations Specialist should demonstrate commitment to delivering distinctive service. This position will be responsible for supporting offices with cash supply and cash ordering needs. This role manages and maintains established cash inventory levels for offices, ATMs, and remote vaults; provides support for offsite ATM terminals; and coordinates services with armored transport providers, cash vendors, and other business partners. The position works collaboratively with internal and external stakeholders to ensure the accurate, efficient, and secure movement and management of cash resources.

Primary Responsibilities:

• Provide distinctive service to clients and prospects, in person and over the telephone.
• Respond to client inquiries and satisfactorily resolve client issues.
• Support firm-wide achievement of the three-ring standard (all phones answered by a live person within three rings).
• Oversees the cash management system cash flow forecast model in support of daily management of ATM, offices and remote vault inventories.
• Provides process solutions to service teams in order to address practical challenges related to system.
• Provides support and service to offices regarding cash supply, cash ordering, courier services and offsite ATM questions and issues.
• Ensures ATMs, offices, and remote vaults maintain adequate daily cash at all times.
• Interacts daily with Operations teams and external cash and transport providers.
• Researches outages and missing shipments.
• Opens ATM service tickets when needed.
• Monitors cash ordering schedules and supply limits.
• Notifies offices of deadlines, missed cutoffs and exceeded limits.
• Places manual special and late orders when needed.
• Assists the Reconciliation department with researching any credit and debit discrepancies they may have with office or offsite ATM cash.
• Compiles and maintains various incidents, audit, balancing and summary reports related to cash levels, couriers, ATMs and cash ordering activities.
• Maintains and updates office information in cash management systems.
• Manages access to ATMs for loading cash or correcting mechanical issues.
• Reviews courier invoices for accuracy and prepares them for approval and processing.
• Monitors and audits payment status of approved invoices.
• Analyzes current cash needs of offices to establish appropriate cash supply limits.
• Works with courier service to resolve issues and to arrange additional services.
• Monitors complaints received from line-of-business partners and develops and implements meaningful steps to address issues.
• Tracks and reports any identified defects or system errors or failures and works with appropriate technical support staff and business partner to resolve defects and issues.
• Ensures compliance with internal controls, policies and procedures.
• Acts as liaison with internal and external auditors for cash services.
• Manages cash services projects.
• Pays monthly transport provider invoices.
• Opens and closes ATMs, offices and remote vaults.
• Conducts process audits.

Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Firm authority in a timely fashion.

Meet all the client's financial needs, both business and personal, and refer clients to other specialty areas such as Trust, Investments, Insurance, Treasury Management, etc. as appropriate. Assist other team members as needed to ensure delivery of distinctive service. Perform other related duties and responsibilities as assigned.

Description Of Experience, Education, And Training:

Bachelor's degree is required – business-related field, or equivalent combination of education or experience. Minimum of five (5) years' experience in financial service or job-related experience, with a minimum of two years in office cash operations. Proficient in Microsoft Office (Word, Excel, and PowerPoint) or related software. Knowledge of Credit Card regulations, policies, and procedures and laws that govern both credit cards and debit cards. Consumer compliance with a focus on BSA and Privacy regulations.

Description Of Capabilities, Physical Requirements, And Abilities:

Excellent interpersonal skills, including verbal and written communication skills. Effective analytical and problem-solving ability with a strong attention to detail. Ability to work independently as well as collaboratively and prioritize daily tasks. Excellent client service skills. Tact and diplomacy in dealing with both clients and team members. The physical requirements of this position include regularly sitting, standing, walking, talking, hearing, and using hands for handling, reaching, and performing tasks requiring manual dexterity. Employees must be able to maintain visual acuity, including the ability to see objects at close range and at a distance, use peripheral vision, and distinguish basic colors. The role requires frequent bending, climbing, balancing, stooping, kneeling, crouching, crawling, reaching, pushing, pulling, grasping, and repetitive motion. May occasionally lift or exert up to 10 pounds of force, with physical exertion required less than 25% of the time. The position also requires sustained mental concentration and prolonged periods of sitting and standing. Travel requirements are minimal, with less than 10% of travel expected.

Position Status: Non-Exempt

Pinnacle is an Equal Opportunity Employer committed to supporting a culture of engagement so our workforce can support the many different communities we serve. All otherwise qualified associates and applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender expression and/or identity, national origin, age (40 and over), genetic information, disability, protected military or veteran status, pregnancy or pregnancy-related conditions, or other status protected by law.