Digital Payments Specialist

Role

The Digital Payments Specialist is the subject matter expert for all digital payment channels at Topside Federal Credit Union, including ACH, Bill Pay, P2P payments, external transfers, and real-time payment services. This role oversees the daily operations, performance, settlement, and risk management of electronic payment systems to ensure accuracy, compliance, efficiency, and an exceptional member experience.

Reporting to the Director of Digital Banking, the position partners closely with Accounting and Risk to support reconciliation, liquidity management, fraud monitoring, regulatory compliance, and seamless platform integration. The Digital Payments Specialist also manages digital payment vendor relationships and serves as the primary escalation point for operational issues related to digital payments.

Major Duties and Responsibilities

• Serve as the subject matter expert for all digital payment channels including ACH services, BillPay, P2P payments, external transfers, card controls, wires (as applicable), and real-time payment services. Monitor daily activity, resolve exceptions, research discrepancies, and ensure operational integrity and system performance across all channels.
• Oversee implementation, operational readiness, and ongoing monitoring of real-time payment services including FedNow and RTP. Monitor transaction limits, liquidity positions, prefunding requirements, settlement activity, and exception processing to ensure uninterrupted service and proper risk controls.
• Collaborate with Accounting to ensure accurate settlement, balancing, reconciliation, prefunding management, and general ledger alignment of all digital payment activity. Research and resolve returns, chargebacks, adjustments, and processing discrepancies in a timely and accurate manner.
• Partner with Risk to monitor fraud trends, review payment-related alerts within established authority limits, evaluate velocity controls and thresholds, and support investigations related to digital and real-time payment activity. Recommend control enhancements to mitigate fraud and operational risk exposure.
• Manage day-to-day relationships with digital payment vendors. Monitor service level agreements, coordinate issue resolution, support system enhancements and upgrades, participate in testing and implementation efforts, and ensure effective integration with Digital Banking platforms and core systems.
• Be responsible for continuous process improvement of digital payment workflows. Identify process gaps, recommend enhancements, and implement workflow improvements in coordination with Digital Banking, Accounting, and Risk to improve efficiency, reduce errors, strengthen controls, and enhance the member experience.
• Serve as the primary escalation point for complex payment operational issues and advanced member inquiries.
• Must comply with all company policies and procedures, applicable laws and regulations including, but not limited to, NACHA Operating Rules, Bank Secrecy Act (BSA), OFAC, Regulation E, the Patriot Act, and applicable real-time payment network requirements.

Knowledge and Skills

EXPERIENCE

Six months to two years of similar or related experience, including time spent in preparatory positions.

EDUCATION/CERTIFICATIONS/LICENSES

A high school degree or GED is required. Associate or bachelor's degree in business, Finance, Information Systems, or related field preferred.

INTERPERSONAL SKILLS

A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with members, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

OTHER SKILLS

Ability to speak Spanish is a plus. AAP (Accredited ACH Professional), APRP, or real-time payments training/certification is a plus.

ADA Requirements

PHYSICAL REQUIREMENTS

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

WORKING CONDITIONS

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise. Some remote work may be available.

MENTAL AND/OR EMOTIONAL REQUIREMENTS

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of member service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Acknowledgment

Nothing in the position description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This Job description is not a contract and should not be construed as a guarantee of employment for any period of time.

Topside FCU is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race color, religion, sex/gender, national origin, disability, age, or any other category protected by law