Electronic Payments Specialist II

UW Credit Union is committed to improving the financial well-being of people. Membership Services plays a critical role to the success of the organization by delivering our core electronic funds transfer and deposit product operations.  We are solution owners who thrive on delivering a stress-free, hassle-free and frictionless experience for our members.  The department is team-oriented, collaborative, and versatile.

The Electronic Payment Specialist II is responsible for all aspects of the EFT Specialist position with an additional emphasis on providing technical, analytical, administrative, and documentary expertise. The greater degree of experience and knowledge puts them in the best position to resolve the most complex EFT issues, and to coordinate workflow within the department, acting as the primary administrator of departmental processes that ensure staff competency, quality, and standardization for seamless member support. The role acts as a liaison and influencer with technical, training, legal/risk, marketing, operational, and retail departments. The position requires a high level of autonomy and is often in the best position to recommend and implement positive change that can potentially impact our entire membership.

EFT Operational Excellence

• All of the duties of EFT Specialist I (EFTSI), plus provide subject matter expertise and advanced technical support to internal and external members through open and respectful communication. Serve as the primary contact for complex situations that require extensive knowledge of compliance and/or technical system functionality.
• Serve as a primary resource for Information Technology, Project Services, and Internet Services. Maintain documentation on core MISER functionality and custom in-house programming. Collaborate with EFT Services Manager, EFTSI, vendors, and cross functional business units to develop, define, maintain, and resolve systems-related complications.
• Demonstrate advance problem-solving and decision-making skills to effectively resolve member and employee concerns, issues, and errors. Assume ownership of high touch, high complexity interactions that require or request higher positional attention. Leverage opportunities as teachable moments to improve processes, member experiences, and staff training.
• Complete a comprehensive investigation of suspicious or unusual EFT transactions and activity. Collaborate with EFTSI and Loss Prevention to mitigate risk to the Credit Union and membership.
• Collaborate with internal departments to discover and provide world-class member service. Cultivate positivity and empathy while proactively educating members. Take complete ownership until the member is fully satisfied. Debrief after challenging inquiries to foster improvement.
• Set the example for colleagues by delivering on operational excellence by following through on all obligations and commitments with minimal oversight from others.
• Offer support and promote work/life balance by providing coverage related to high volumes, vacations, and unplanned absences.

Compliance Excellence

• All of the duties of EFTSI regarding Regulatory Compliance, plus collaborate with Deposit Services Coordinator, EFT Services Manager, Audit department, and Enterprise Risk Management to detect and resolve compliance matters including resolution of audit findings.
• Maintain an extensive knowledge of regulatory changes, systems, and processes. Review state, federal, vendor, and industry communications. Report potential regulatory or compliance concerns. Implement and communicate changes utilizing positive language and emphasizing the benefits of the change, including written policies and procedures, to educate employees on changes and impact to process/procedure.
• Ensure departmental and retail policies and procedures are compliant with applicable regulations, policies, and best practice through regular review. Maximize internal and external member self-sufficiency by advocating for content enhancements to deliver efficiencies to support a positive member experience.
• Serve as a vendor contact and maintain a strong working relationship. Stay informed of process changes and system enhancements. Support operational implementation of new products, systems, and procedures. Work with vendors to ensure alignment on providing world-class service especially during an outage or problem.

Innovation Excellence

• All of the duties of EFTSI Departmental Projects, plus work collaboratively and cooperatively within the team to achieve organizational and departmental goals.
• Drive innovation by analyzing departmental processes to recommend and implement changes that will increase efficiency, production, and/or member experience. Foster positive debate amongst team members, creating an atmosphere where differing opinions reveal additional alternatives. Exhibit strong facilitation skills to drive collaborative success.
• Serve as a key departmental resource for technical project work to encompass RFS and BI work. Provide input on the creation through completion of Request for Service (RFS). Prepare and maintain technical documentation for workflows, processes, and procedures. Demonstrate subject matter expertise from testing through approving and signing off on projects and initiatives. Influence the design of internal and external member experience (touch points, reactions, complaints, and compliments) that enhances product offerings and drives high member engagement.
• Model behaviors consistent with being a Champion of Change, adapting quickly and supporting the team on the changing needs of the organization.

Development and Mentorship

• All of the duties of EFTSI Development, plus exemplify behaviors that support our mission, vision, and values, and effectively contribute to an ongoing success of the organization. Engage with departmental vision and focus to include Membership Services Philosophy, Road Map, Dashboard, and Data Analytics.
• Collaborate with Membership Services Mgmt, Retail Leadership, and HROD to help identify internal and cross-functional training and communication needs. Assist with developing training and execution for organization and department. Actively participate and take a lead role in coordinating, facilitating and evaluating classroom training, including curriculum development.
• Construct and implement training on products, processes, and compliance competency for new and existing EFTSI. Including ongoing evaluation, job shadowing, and upward feedback.
• Provide front-line feedback as a mentor with a personalized, supportive approach.
• Build strong relationships by displaying positive communication skills and awareness of your impact on others. Communicate and act in ways that build and reinforce trust.

Education:

• Associate's Degree required, Bachelor's Degree preferred. 

Experience:

• Current AAP Accreditation or on-track to obtain within one year in role
• 6-7 years of experience in a Financial Institution required
• 2-3 years of experience in a Deposit Services or EFT role required
• 2-3 years of experience in a customer service role required

Skills:

• Strong knowledge of compliance, including ability to comprehend and apply complex regulations,
• Demonstrated ability to analyze, research, organize and compile data to influence change in the department and organization.
• Strong verbal and written skills including ability to convey technical and compliance concepts to various audiences.
• Mentoring skills including ability to adapt to learning styles, influence behavior change, and positively manage conflict.

Why work for UW Credit Union?

Join one of Wisconsin’s premier financial institutions, a National Top Workplace and multi-year recipient of Madison Magazine’s Best Places to Work, Wisconsin State Journal’s Top Workplaces, and Milwaukee Journal Sentinel’s Top Workplaces to receive:

• 21.5 days of annual time off (accrued per pay period)
• 2 weeks paid caregiver leave
• 2.5 weeks paid new child parental leave
• 2 days paid volunteer time
• 10 paid holidays (including your birthday!)
• 401k company match of up to 5%, plus approximately 4% discretionary match
• Variable bonus reward
• Competitive Medical, Dental, and Vision plans, including domestic partner eligibility
• Employee Assistance Program
• And more!