Card Services Specialist

Electronic Services Specialist III - Redwood Credit Union - Napa, CA. Redwood Credit Union is seeking an Electronic Services Specialist III who will provide technical expertise in administering payment and item processing for Redwood Credit Union. Under minimal supervision, the Specialist will perform a wide variety of semi‑routine accounting, regulatory compliance, implementation, clerical, product development and quality control duties of moderate complexity, applying advanced knowledge in fraud detection, prevention, and recovery. This senior‑level position is responsible for leading the day‑to‑day functions for multiple areas of responsibility and for providing direction, training, support, and mentorship to junior team members. Key Responsibilities Member Service Provide superior service that meets RCU Service Standards and Values to Members and team members of Redwood Credit Union. Manage at least two critical areas of payment or item processing (ACH, RCUpay, Bill Pay, Image Center system, Business online deposit, Lockbox, alternative payments, and MDC Risk). Research, recommend, and implement new products and services. Research and resolve Member escalations, problems or complaints, responding with accurate information through verbal and/or written communication. Resolve errors, fraud or disputes related to Check, ACH, RCUpay and Bill Pay processing. Provide analysis, guidance and direction for fraud detection, prevention and recovery in multiple payment channels. Investigate Member fraud/dispute claims and work with other institutions to recover and mitigate fraud losses on behalf of Members and the Credit Union. Work with IT to resolve system issues, outages, payment file issues and delays. Balance general ledgers and perform reconciliations. Coordinate and manage workflow for area. Manage and implement regulatory compliance for area of responsibility. Manage and direct payment and item processing channel improvements and growth. Department & Branch Support Support and answer the Electronic Services phone queue. Project support and implementation. Create and maintain training manuals and knowledge base articles for team, Members and other departments. Support lead in project testing and analysis to ensure delivery of quality Member experiences. Propose system changes and make recommendations. Stay current and aware of industry and regulation changes impacting areas of expertise. Train branches and staff as needed in Electronic Services processes and procedures. Cross‑train in all Electronic Services areas to assist during vacation or illness. Compile monthly status reports, general ledger reconciliations and board reports. Minimum Qualifications Excellent analytical, critical thinking and process workflow skills. Ability to analyze data, trends, make recommendations and offer solutions. Ability to make sound judgments and decisions for areas of responsibility. Proficient knowledge of a PC with the use of word processing and spreadsheet software. Advanced knowledge of financial services, with the ability to understand the implications of Credit Union industry and regulations, terminology and procedures and how to apply them. Expert knowledge and compliance regulations in ACH, Bill Pay & Payments, check image exchange, OPA and MDC risk. Advanced processing experience and management in ACH, Bill Pay and Payment systems. Advanced knowledge in Regulation CC, Uniform Commercial Code, and Regulation E. Ability to work successfully in a high volume, technically demanding job. Ability to work independently, be self‑motivated and resourceful. Ability to oversee work processes and provide guidance and mentorship to junior team members. Ability to accurately calculate interest and dividends and make mathematical computations. Ability to troubleshoot a wide variety of member account discrepancies while being sensitive to Member issues, confidentiality, and discretion. Excellent communication and interpersonal skills both verbally and in writing. Ability to establish and maintain effective working relationships with a diverse group of people. Ability to work a rotating schedule which will include working on rotating Saturdays. The ideal candidate has a combination of education and experience equivalent to an associate degree, with a minimum of five years of experience in customer service, accounting, or a closely related field. Prior experience at a financial institution is required, and experience in item or payment processing functions is preferred. Compensation Base starting range: $29.00 to $39.00 hourly, commensurate with experience. Benefits Competitive medical, dental and vision insurance, mental health offerings. Employee performance incentive plan. Salary advancement - merit increase based on performance. 401(k) program with employer match. Competitive PTO accrual plus 11 paid company holidays and birthday off. Physical Requirements Ability to stand, bend, stoop, sit, walk, reach overhead, twist, and turn. Ability to lift up to 40 pounds. Ability to use a computer keyboard and calculator. Work environment is indoors; majority of the time is spent sitting at a desk. Equal Opportunity Employer We are an Equal Opportunity Employer. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us at [emailprotected]. #J-18808-Ljbffr