The Payments Technical Specialist provides advanced technical support to members and employees for digital banking, payment systems, and third-party financial services. This role focuses on troubleshooting complex issues, supporting system enhancements, coordinating with vendors, and ensuring employees are well-trained to deliver high-quality member service.

Primary Responsibilities

• Serve as a technical resource for members and employees by researching, troubleshooting, and resolving complex issues related to online banking, mobile banking, bill pay, digital wallets, and other third-party payment services.
• Support employees through training, knowledge sharing, and guidance to enable effective member assistance across digital platforms.
• Collaborate closely with vendors to support new product rollouts, system enhancements, and member-impacting issues, ensuring service levels and timelines are met for platforms such as online and mobile banking, card services, and digital wallets.
• Conduct required testing for system upgrades and enhancements across multiple platforms, including core processing, card systems, and payment networks, documenting results and escalating issues as needed.
• Maintain and update training manuals, procedures, guides, presentations, and policies to ensure accuracy and consistency related to online, mobile, and payment services.
• Participate in cross-functional project teams by providing subject-matter expertise, supporting implementations, and preparing reports or updates for stakeholders.
• Act as backup support for Payment Services and other team members, assisting with special projects and additional assignments as business needs require.

Requirements

• High school diploma or GED required.
• Experience in IT, banking, customer service, or account management.
• Demonstrated experience troubleshooting software, browsers, system integrations, or hardware-related issues.
• Strong analytical skills, attention to detail, and ability to manage multiple priorities in a fast-paced environment.