Payments Support Representative

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 3 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 3 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 8:30am to 1:30pm     

Performance Measurements

Performance is based on the corporate scorecard and departmental goals.

Work Environment

This position will be a hybrid (in office and work from home) environment with most work done on a computer.  Any necessary accommodations will be provided.

Physical Demands

The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform the essential functions of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee will regularly lift and/or move up to ten pounds.  The employee will regularly sit; talk; hear; use hands to finger, handle, or feel; and reach with hands and arms.  The employee will occasionally stand.  Special vision requirements include close vision and the ability to adjust focus.  The noise level in the work environment is usually moderate.

EEO Statement

Citadel is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, other protected status, such as race, religion, color, national origin, gender, and age. We maintain a drug-free workplace and may perform pre-employment substance abuse testing.