Description
The Payment Support Specialist serves as a trusted payments expert, providing personalized and relationship-focused support enabling credit union success. This role requires expertise across four critical domains: technical system operations, payment rail mechanics, regulatory and compliance requirements, and payment risk management. This position will navigate complex scenarios that span these domains and will include guiding credit unions on operational workflows, educating them on compliance requirements, and helping credit unions understand payment-related risks so they can make informed decisions. This position is responsible for maintaining expertise across multiple payment channels including but not limited to ACH, wires, instant payments, bill pay, deposit capture, and check processing services. This role also serves as an internal expert on payment operations and regulations, contributes to internal and member/client training and education, participates in strategic initiatives such as vendor migrations and system enhancements. The position requires strong regulatory knowledge of NACHA rules, federal regulations (Reg E, Reg CC, BSA/AML, OFAC, Check 21), UCC Article 4A, UCC Articles 3 & 4, and payment industry standards and rules.
Professional certifications in payment operations (AAP, AFPP, NCP, APRP) are preferred; certification must be obtained within two years of employment.
This full-time position is primarily work from home; however, the candidate will occasionally need to attend mandatory meetings, required training or cultural events in person. Therefore, the individual may need to go into the office and must be based within a reasonable commuting distance to one of our four Vizo Financial campus offices:
- Middletown, PA
- Pittsburgh, PA
- Greensboro, NC
- Columbia, SC
Credit Union Education & Guidance
- Educate credit unions on payment operations, system functionality, and workflows across ACH, domestic wires, foreign wires, foreign checks, instant payments, bill pay, checks and deposit capture
- Provide information on regulatory and compliance requirements (Reg E, Reg CC, NACHA rules, UCC, BSA/AML, OFAC) to support decision-making
- Respond to payment scenario questions by explaining available options and requirements
- Share information about payment-related risks so credit unions can evaluate options based on their own policies and risk tolerance
- Support credit unions navigating complex scenarios requiring technical, payment rail, regulatory, and risk expertise
- Translate technical payment and regulatory concepts into understandable language
- Follow up on complex scenarios and issues to ensure credit unions have the information needed for their decision-making
- Maintain accurate records in systems (CRM, ticketing platforms)
Payment Issue Resolution & Technical Problem Support
- Investigate payment issues including ACH returns, wire rejections, check returns and adjustments, file rejections and transaction errors
- Support credit unions investigating transaction disputes and fraud claims by helping them research transactions in the system, educating them on applicable regulatory requirements (Reg E, NACHA unauthorized transaction rules), and providing information on system capabilities for dispute resolution
- Provide support for deposit capture technology including scanner installations, mobile capture connections, and ATM/ITM connectivity; escalate complex technical issues
- Interpret payment data, files, and system logs to identify root causes of technical issues
- Provide information on system capabilities and configuration options so credit unions can determine appropriate solutions based on their procedures
Cross Functional Collaboration
- Work with Implementation, Product Managers, Sales, Compliance, Operations, and Support to resolve credit union needs
- Collaborate with Payment Application Analysts to escalate and resolve technical issues requiring system-level intervention
- Contribute credit union feedback to inform process and product improvements
Continuous Learning & Professional Development
- Obtain payment industry accreditations
- Stay current on payment industry changes and regulatory updates
- Maintain and expand expertise across multiple payment types and rails
Requirements
Seeking candidates with:
- A high school diploma or general education degree (GED) with a minimum of 3 years of experience in payment operations within a payment processor, fintech, or financial institution
- Demonstrated advanced competency in 2 or more of the following payment types: ACH, wires, foreign wires, foreign checks, instant payments (RTP/FedNow), bill pay, checks, deposit capture
- Understanding of payment rail mechanics, exception handling, and reconciliation processes
- Working knowledge of payment compliance frameworks and regulatory requirements including Reg E, Reg CC, Nacha Operating Rules, UCC Articles 3, 4, and 4A, BSA/AML, and OFAC
- Above average PC skills and be proficient in the use of Microsoft Outlook, Word, Excel, and CRM. The individual will be trained on the in-house systems that are supported by Vizo Financial and payment systems. Ability to learn other software as required.
Other Knowledge, Skills, and Abilities:
- Strong relations-building skills with focus on education and guidance
- Ability to balance multiple credit union interactions
- Patience and thoroughness in problem exploration
- Ability to diagnose problems requiring technical, operational, regulatory, and risk expertise
- Excellent active listening skills; able to ask probing questions to understand full context
- Outstanding verbal and written communication skills; able to explain complex concepts clearly
- Critical thinking and judgment to navigate situations without scripts
- Collaborative mindset with ability to work effectively across teams
- Self-motivated with commitment to continuous learning
Preferred Qualifications:
- Experience across 3+ payment types or rails
- Experience working with financial institutions on payment scenarios and problem resolution
Certifications: One or more in the following:
- Accredited ACH Professional (AAP)
- Accredited Faster Payments Professional (AFPP)
- National Check Professional (NCP)
- Accredited Payment Risk Professional (APRP)
Salary Range: Starting at $24.00 Per Hr.
Work Schedule: Monday - Friday, 10:00 a.m. - 6:00 p.m.
- Initial training period (for approximately one month), the work schedule will be Monday - Friday, 8:30 a.m. - 4:30 p.m.
Travel requirements
This position requires the ability to travel to Middletown, PA office once per year for up to a 4-night stay for scheduled in-person team collaboration, training, and professional development
The Benefits:
- Complete health benefits package (medical, prescription, dental, vision)
- Excellent 401(k) program
- Fully paid life insurance and disability benefits
- 11 paid holidays; 18 PTO days (PTO increases based on tenure)
- Tuition reimbursement
- Community Volunteer Leave
The Company:
Vizo Financial Corporate Credit Union’s goal is to accelerate credit union success through proven INSIGHT, unmatched EXPERTISE and trusted PARTNERSHIPS. It is a state-chartered corporate credit union that serves CUSOs, leagues, chapters and more than 1,100 credit unions in the U.S. and Canada. Vizo Financial provides money management, payments, technology, risk management and people development solutions.
Vizo Financials' story is simple, because we have only one simple goal: to help our member credit unions succeed. Join us to make a difference in the credit union movement. Stay because you are valued, respected, and cared for.
Vizo Financial has received the Gallup Exceptional Workplace Award (GEWA) multiple years in a row. This award recognizes the most engaged workplace cultures in the world. Vizo Financial is one of only a handful of companies to receive the honor.
Why Should You Apply?
- Employee-focused company
- Competitive salary and benefits package
- Professional development opportunities
Don't meet every single requirement?
At Vizo Financial we are dedicated to building a diverse, inclusive, and authentic workplace, so if you are excited about this role but your experience doesn’t align perfectly with every qualification in the job posting, we encourage you to apply anyway. You may be just the right candidate for this or other roles.