Payment Operations Specialist

At Pinnacle, our goal is to create an atmosphere where people can become fully engaged, enjoy what they're doing, and be successful. We work to ensure that every associate embraces what makes Pinnacle different and excellent. We hire like-minded people who share our values of Integrity, Fairness, Learning, Results, Partnership, Balance, and Discipline. We seek experienced professionals who understand the industry, provide effective advice, and demonstrate a passion for client service—creating an unmatched client experience.

About the role

A Payment Operations Specialist supports offices with cash supply and cash ordering needs. This role manages and maintains established cash inventory levels for offices, ATMs, and remote vaults; provides support for offsite ATM terminals; and coordinates services with armored transport providers, cash vendors, and other business partners. The position works collaboratively with internal and external stakeholders to ensure the accurate, efficient, and secure movement and management of cash resources.

Responsibilities

• Provide distinctive service to clients and prospects, in person and over the telephone.
• Respond to client inquiries and satisfactorily resolve client issues.
• Support firm-wide achievement of the three-ring standard (all phones answered by a live person within three rings).
• Oversee the cash management system cash flow forecast model in support of daily management of ATM, offices, and remote vault inventories.
• Provide process solutions to service teams to address practical challenges related to the system.
• Support and service offices regarding cash supply, cash ordering, courier services, and offsite ATM questions and issues.
• Ensure ATMs, offices, and remote vaults maintain adequate daily cash at all times.
• Interact daily with Operations teams and external cash and transport providers.
• Research outages and missing shipments; open ATM service tickets when needed.
• Monitor cash ordering schedules and supply limits; notify offices of deadlines, missed cutoffs, and exceeded limits.
• Place manual special and late orders when needed.
• Assist the Reconciliation department with researching credit and debit discrepancies for office or offsite ATM cash.
• Compile and maintain various incidents, audit, balancing, and summary reports related to cash levels, couriers, ATMs, and cash ordering activities.
• Maintain and update office information in cash management systems.
• Manage access to ATMs for loading cash or correcting mechanical issues.
• Review courier invoices for accuracy and prepare them for approval and processing.
• Monitor and audit payment status of approved invoices.
• Analyze current cash needs of offices to establish appropriate cash supply limits.
• Work with courier services to resolve issues and arrange additional services.
• Monitor complaints from line-of-business partners and develop steps to address issues.
• Track and report system defects or errors and work with technical support to resolve them.
• Ensure compliance with internal controls, policies, and procedures.
• Act as liaison with internal and external auditors for cash services.
• Manage cash services projects and pay monthly transport provider invoices.
• Open and close ATMs, offices, and remote vaults; conduct process audits.
• Meet clients’ financial needs, both business and personal, and refer clients to specialty areas as appropriate.
• Assist other team members to ensure delivery of distinctive service.
• Perform other related duties and responsibilities as assigned.
• Observe all policies, procedures, laws, regulations, and risk limits specific to the role; report known or suspected violations.

Requirements

• Bachelor’s degree required—business-related field or equivalent combination of education and experience.
• Minimum of five years’ experience in financial services or job-related experience, with at least two years in office cash operations.
• Proficient in Microsoft Office (Word, Excel, and PowerPoint) or related software.
• Knowledge of credit card regulations, policies, and procedures, as well as laws governing credit and debit cards.
• Consumer compliance knowledge, with a focus on BSA and Privacy regulations.

Skills

• Excellent interpersonal skills, including verbal and written communication.
• Effective analytical and problem-solving ability with strong attention to detail.
• Ability to work independently and collaboratively, prioritizing daily tasks.
• Excellent client service skills, with tact and diplomacy in dealing with clients and team members.

Physical Requirements

• Regularly sit, stand, walk, talk, hear, and use hands for handling, reaching, and performing tasks requiring manual dexterity.
• Maintain visual acuity, including close and distance vision, peripheral vision, and ability to distinguish basic colors.
• Frequent bending, climbing, balancing, stooping, kneeling, crouching, crawling, reaching, pushing, pulling, grasping, and repetitive motion.
• Occasionally lift or exert up to 10 pounds of force; physical exertion required less than 25% of the time.
• Sustained mental concentration and prolonged periods of sitting and standing.
• Minimal travel required (less than 10%).