Job Description and Requirements The Payment Services Specialist - Terminal Operations provides enthusiastic, professional, quality assistance to members, non-members, co-workers, external vendors and other departments by chat, email or phone. Identify, analyze and address terminal service needs, while simultaneously directing vendors and other various support teams on current statues of terminals, providing end to end service oversight and ultimate resolution of issue. Conducts all duties in a manner intended to enhance the image and growth of the Credit Union, while also providing a positive member experience. Bilingual in Spanish and English? Candidates can earn an additional $2.00 differential upon the successful completion of the RBFCU Bilingual Spanish/English certification.

Essential Functions and Responsibilities:

To identify, analyze and address terminal service needs, while serving as a first line resolution for basic ATM/ETM alerts and faults. Ensure timely service for calls placed with vendors and escalate issues when appropriate. Possess ability to understand and communicate complex and technical information to vendors, departments and management team. Oversee and maintain ATM/ETM quality control. Review, research, and authenticate ATM/ETM disputes and outages. Provide and identify cash flow trends to ensure accurate cash forecasting. Responsible for accurately balancing terminal. Serve as first line support and resource for ATM/ETM security alarm needs. Maintain alarm permits for specific ATM sites. To safe guard member and credit union interests, practice advance fraud detection techniques. Maintain rapport and enhance relations with vital areas of the CU and external vendors. Meet or exceed department goals and objectives through key performance indicators and core values. Assist with product testing on updates or changes to ATM/ETM functions and/or additional features. Aide in development of case scenarios for testing. Use cognitive thinking abilities to identify trends and improvement opportunities and present possible solutions to management. Maintain an in-depth working knowledge of RBFCU Member Handbook, applicable policy and procedure, and topical knowledge for all credit union areas. To create a seamless member interaction, orchestrate multiple software applications such as Base 2000, Portfolio Viewer Onbase, DNA, FIS, DNA Publisher, Workday, Avaya, DSI Avaya Marque, Calabrio, Rightfax, DocuSign, Vidcenter, Netop, Diebold, Ceto, Loomis, Dolphin Debit, Eservices, MoniAssist, Active Teller, and Moniview. All other duties as assigned (note: essential functions and responsibilities may change or new ones may be assigned at any time with or without notice). •This job may be eligible for work from home (please refer to the Remote Work Capability and Work From Home section of the Employee Handbook).

Requirements:

High School Diploma or GED Minimum of one year previous job related work experience Must have good organizational, communication, interpersonal and sales skills, along with the ability to multi task and manage time effectively with a close attention to detail Attendance and promptness is pertinent Ability to apply common sense understanding to carry out instructions furnished in written, oral, and diagram form Ability to handle problems involving few concrete variables in standardized situations One to three years of Financial Institution and/or three to five years of Customer Service or Call Center experience Must be able to work a flexible Monday-Saturday schedule Type and 10-key by touch. Proficient in utilizing PC, software, and other office equipment Must have good communication and interpersonal skills All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. Careers at RBFCU Randolph-Brooks Federal Credit Union (RBFCU) is the largest credit union in Texas with more than 1 million members and total assets exceeding $15 billion. Recognized for financial stability, our credit union consistently receives the highest ratings of "Five Star" and "Superior" from respected organizations that evaluate financial institutions in the United States. We're frequently recognized as one of the best workplaces in San Antonio, Austin, the state of Texas and the country. Our Benefits RBFCU is proud to offer a comprehensive benefits package, including: 401(k) with matching incentives — up to 10 percent Competitive pay Medical, vision and dental benefits available to employees and their families from the first day of employment Tuition reimbursement plans Life insurance Pharmacy discount programs Flexible Spending (FSA), Health Savings (HSA) and Dependent Care account options Paid time off Parental leave Company-paid benefits include: Long-term disability Basic life insurance Wellness program Credit-monitoring service Employee assistance program Training and volunteer opportunities Apply to join the RBFCU family!