Digital Payments Specialist in Pensacola, Florida at Gulf Winds Credit Union

About Gulf Winds

Service Beyond Banking - At Gulf Winds, we are forward-thinking and team-oriented. We recognize and reward service that exceeds our members’ expectations and, most importantly, have fun while working hard and impacting our community. We’re looking for driven professionals who are passionate about service, fueled by purpose, and guided by core values of Integrity, Care, Growth, and Innovation

Our Values

Integrity

We own our decisions and actions by doing the right thing, learning from our mistakes, and taking responsibility.

Care

We help members meet their goals by listening to understand and offering the best solutions, placing kindness above all else.

Growth

We set ambitious goals, provide personal development opportunities, and encourage results.

Innovation

We challenge the status quo to enhance the member’s experience and solve tomorrow’s challenges today.

We Invest in Our People

We offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance. Benefits include 11.5 paid federal holidays, PTO starting at 18 days for new hires, 16 hours of paid volunteer time, competitively priced medical insurance, and dental and vision coverage with 100% of individual premiums paid by Gulf Winds. Team members also receive employer-paid life insurance, short-term disability coverage, a 401(k) with company match, an employer-funded pension plan, flexible spending accounts, tuition reimbursement, and wellness programs.

Working at Gulf Winds

Working at Gulf Winds is not just a job, it’s a career. We’re hiring collaborative, motivated people who want to love what they do. We are forward-thinking and team oriented. We recognize and reward excellent member service and have fun while working hard. When you join the team, you can expect:

• Open and transparent communication with your leaders
• Consistent coaching and opportunities to improve performance.
• Collaborative and team-focused environments
• Short and long-term professional development
• Opportunity to participate in cross-functional projects.

With you on our team we can achieve our vision of becoming the leading and most trusted credit union on the Gulf Coast.

Role:
The Digital Payments Specialist works to ensure that operational support for products and services is delivered each day. This position carries out administrative functionality with respect to credit union member services, including but not limited to the operations of debit cards, credit card plastics and daily balancing, wire transfers, Payigy, share draft posting, share draft errors, Real Time Payments, ACH postings, Payment Strategies and other functions as needed.

Essential Functions & Responsibilities:

• Performs administrative duties with respect to any assigned operation, checks reports, queues, takes appropriate actions, makes required changes, and adheres to the organization's standard of excellence with all member interactions.
• Checks processing daily to ensure posting and other functions are correct. Rectifies any errors and tracks them as necessary. Makes determination on requests for refunds of fees, reopening debit cards, changes, re-issues or other actionable items. Detects problems and coordinates with technical support and vendors as necessary to quickly resolve issues.
• Assists members and team members with account issues, transaction research, product functionality, appropriate policies and procedures to be followed, answers questions and resolves problems that are within their authority to resolve; refers problems that are beyond their authority to the AVP of Digital Payments, along with their recommendations.
• Creates and follows procedures, guidelines, and other resources for team members in individual functional area to ensure optimal results. Provides training as necessary in assigned area - through provision of formal training and use of third-party training providers.
• Notifies members and team members of new features, processes and systems available through product changes and updates. Participates in user groups and other Project Management initiatives as needed.
• Maintains member account information and databases as necessary.
• Looks for efficiencies in administration of assigned and related functions, recommends changes to the AVP of Digital Payments.
• Ensures appropriate records are maintained and required reports are prepared.
• Performs other job-related duties as assigned

Performance Measurements:

1. . Provides prompt, informed service and support to all members and associates by responding to calls and online communications in accordance with department policy and procedures and adheres to organizational standard of excellence with all member interactions.
2. Maintains and develops technical skills and knowledge of all hardware, and software required to enable prompt response, optimal solutions, and excellent service to team.
3. Completes administration of assigned function with zero errors.
4. Complies 100% with applicable Credit Union policies, procedures and regulations.
5. Finds, implements, and recommends efficiencies in all processes.
6. Keeps the AVP of Digital Payments informed with regular reporting on key operating issues affecting the department.
7. Complies with all applicable rules, regulations, procedures and policies, including but not limited to BSA, OFAC and Physical Security

Knowledge and Skills:

Experience: One year to three years of similar or related experience.

Education: A high school education or GED.

Interpersonal Skills: Work involves contact with persons beyond immediate associates regarding routine matters for the purpose of giving or obtaining information which may require some discussion. Outside contacts take the form of service to the public (members or vendors), requiring ordinary courtesy in providing assistance and information.

Other Skills: Knowledge of industry and Credit Union regulations with respect to assigned job function. Good listening and telephone skills; demonstrated proficiency in Word, Excel, Microsoft Outlook, PC operating systems, peripheral equipment etc. Able to make decisions with minimum information. Ability to read, write, comprehend, and speak English clearly.

Physical Requirements: Light or low amount of physical exertion to include filing and archiving boxes of documentation. May involve lifting of boxes up to 20 lbs.

Work Environment: The position is based in-office in our Pensacola, FL market, operates primarily in an office setting, and routinely uses standard office equipment such as computers, printers, and phones. This position requires consistent presence in the office to effectively collaborate with team members and fulfill job responsibilities. It requires the ability to actively participate in conference calls and meetings with other Credit Union team members and vendors. The normal expected work schedule is Monday through Friday, 8:30a.m. to 5:00p.m. Occasional after-hours work or travel may be required to meet project deadlines or attend conferences, seminars, or client meetings. Must adhere to safety rules and regulations.

Gulf Winds is an Equal Opportunity Employer and Drug Free Workplace