Digital Payments Specialist

Key Result Areas

• Perform activities related to Reg E claims; intake, process/review provisional or permanent credits, chargebacks, monitor outstanding items, and approve/deny settled claims in accordance with Regulation E guidelines.
• Collaborate with Fraud team to implement and refine Zelle specific risk mitigation strategies.
• Monitor and reconcile daily Zelle and/or card transactions to ensure accuracy and completeness.
• Investigate and resolve discrepancies in transaction data between internal systems and Zelle.
• Provide customer support, issue resolution, and handle escalated customer inquiries or disputes related to Zelle and/or card payments.
• Collaborate with the Customer Resource Center to provide timely and accurate responses.
• Review fraud cases to report potential fraud patterns and support fraud prevention efforts in coordination with the team.
• Proactively reach out to customers to verify the legitimacy of transactions and initiate necessary actions, such as blocking and reissuing cards/profiles when fraud is confirmed.
• Ensure compliance with all regulatory requirements related to Zelle transactions, including Anti-Money Laundering (AML) and Know Your Customer (KYC) guidelines and maintain accurate records for audits and regulatory reporting.
• Aid in compliance and risk management activities, including gathering information for audits and regulatory reviews (e.g., NACHA, Reg E) and supporting internal control requirements.
• Develop and document standard operating procedures (SOPs) for back-office tasks.
• Provide training and guidance to team members on Zelle related processes and policies.

Qualifications

• High school education
• 3+ years of experience in banking or payment operations
• Strong understanding of payments and reconciliation systems
• Proficient in banking software and tools with advanced Excel skills
• Excellent analytical and problem-solving skills
• Strong communication skills
• Strong attention to detail, willingness to learn, and ability to follow procedures
• Prioritize detailed work and follow through on complex processes

About the Role

The Digital Payments Specialist plays a key role in ensuring the accuracy, reliability, and compliance of digital payment operations across multiple channels, including Zelle, Cards and ATM networks. This position involves reconciling transactions, managing general ledger activity, handling escalated customer inquiries, and investigating and resolving disputes in accordance with Regulation E. The role also includes monitoring alerts, addressing discrepancies, supporting fraud and risk activities, assisting charge-off reporting, and collaborating with internal teams to enhance processes and maintain regulatory compliance.