Payment Operations Specialist

Description

Serving the South Sound Since 1934

Our commitment to the South Sound is generations in the making. As a not-for-profit credit union, we’re here to help you succeed. With branches throughout Tacoma and Pierce County, we’re proud to be part of your community every day. It won’t take long to experience what our founders meant by “People Helping People.”

At TAPCO, we know our employees are essential to our mission. We foster a collaborative environment where individuals can grow, thrive, and bring their authentic selves to work. We understand the meaningful impact one organization can have on a community and are proud to champion diversity, equity, inclusion, and belonging — we value you.

Come experience the TAPCO difference.

Position Purpose

The Payment Operations Specialist plays a vital role in delivering seamless, secure, and reliable payment experiences that support members in their everyday financial lives. This position is responsible for the accurate and timely execution of payment operations across multiple channels while serving as a trusted partner to both internal teams and external stakeholders. Through a proactive, detail-oriented, and empathetic approach, this role helps resolve complex issues, supports operational excellence, and ensures compliance with established policies and procedures. This role contributes to a positive member experience by communicating clearly, and fostering strong collaborative relationships, all while helping the organization maintain confidence, trust, and efficiency in every transaction. 

Base Expectations

Embraces and lives TAPCO's Values.

• We are People-Centric
• We are Curious
• We are Inclusive
• We are Collaborative
• We are a Trusted Partner

Core Competencies

Member Focus: Build strong relationships inside and outside the organization while delivering member-centric solutions.

Instills Trust: Building trust by making good and timely decisions while consistently achieving results, even under challenging circumstances.

Drives Results: Making good and timely decisions while consistently achieving results, even under challenging circumstances.

Cultivates Innovation: Creating new and better ways for the organization to be successful even during times of uncertainty.

Position Responsibilities

• Execute and support a broad range of payment operations, including ACH transactions, wires, mobile and ATM deposits, returned items, stop payments, and share draft activity, ensuring accuracy, timeliness, and compliance.
• Research and resolve payment exceptions, discrepancies, and disputes, including ACH returns, ATM chargebacks, and card network exception items.
•  Support card operations by handling lost and stolen card reports and dispute claims, while coordinating with third-party vendors to ensure timely resolution.
• Perform account maintenance and specialized processing, including deceased accounts, garnishments, and subpoenas, handling sensitive matters with accuracy and care.
• Reconcile and balance daily operational activity, including branch check deposits, money orders, cash advances, and settlement files, ensuring alignment with accounting and vendor systems.
• Manage incoming mail and documentation, ensuring timely processing, proper retention, and secure disposal in accordance with policy.
• Conduct audits and reviews of exception reports, transaction activity, stop payment records, and account changes to maintain operational integrity and regulatory compliance.
• Process and audit IRA transactions, including required minimum distributions (RMDs), tax reporting, and compliance documentation.
• Support safe deposit box administration, including reporting, payment tracking, and coordination with branches on delinquent accounts.
• Serve as a trusted resource for internal teams and members by researching account issues, communicating clearly, and delivering effective, empathetic resolutions.
• Collaborate with internal departments, branches, and external partners to ensure smooth operations and continuous availability of payment services.
• Identify opportunities for process improvements and contribute to procedure development to enhance efficiency, accuracy, and the overall member experience.
• Maintain working knowledge of and adhere to all applicable regulations, including BSA, AML, and OFAC requirements.
• Demonstrate a commitment to diversity, equity, inclusion, belonging, and accessibility (DEIBA) in daily work and interactions.
• Perform additional duties as assigned to support operational and organizational needs.

Requirements

Position Qualifications

• High School diploma, or equivalent.
• 1-3 years’ experience at a financial institution.
• Strong analytical and problem-solving abilities.
• Excellent written and verbal communication skills.
• Strong organizational and time-management skills with a proven ability to meet deadlines
• Ability to work independently with minimal supervision.
• Flexibility is necessary as an employee’s job responsibilities may change at any time during employment.

Position Working Conditions

• The work environment is an office setting
• Movements frequently and regularly required using the wrists, hands and/or fingers
• Frequently required to sit and stand for longer periods of time

Salary:  Starting at $22.05 - $24.25 per hour (depending on experience) 

Benefits

TAPCO offers a comprehensive benefits package:

• 100% Employer-paid medical, vision, prescription, and dental insurance option for all employees.
• 50% Employer-paid spouse coverage.
• 65% Employer-paid dependent children coverage
• Flexible Spending Account (FSA)
• Dependent Care FSA
• Health Savings Account (HSA)
• 401(k) Plan with up to 7% match
• 100% Employer-Paid Life Insurance/AD&D package
• Paid Vacation and Sick Time
• 11 Paid Holidays + 1 Floating Holiday
• Optional Short- and Long-Term Disability
• Employee Assistance Program
• 40 paid volunteer hours
• Shared Bonus Plan (when company goals are achieved)

Diversity, Equity, Inclusion, Belonging, and Accessibility (DEIBA) Purpose Statement

TAPCO embraces diversity, equity, inclusion, belonging, and accessibility (DEIBA) and is committed to creating a workplace where all stakeholders involved, regardless of gender, race, ethnicity, national origin, age, sexual orientation, identity, education, or limited mobility and abilities, feel valued and respected.

• We are committed to include diversity, equity, inclusion, belonging, and accessibility at the center of our work.
• We are committed to nondiscriminatory practices and provide equitable opportunity for all.
• We respect and value diverse life experiences and heritages and ensure that all voices are valued and heard.
• We welcome every person to bring their authentic perspective and experience to advance our mission.
• We focus on real people's experiences to uncover and address systemic inequities.
• We address our gaps and inequities through products, practices and policies that uplift our employees, members, and community.
• We put allyship into action every day.
• We value the seen and unseen qualities that make you who you are.

Equal Opportunity Employer Statement

TAPCO Credit Union is an equal opportunity employer that is committed to diversity and inclusion in the workplace. As a people-centric organization, we believe every employee and applicant has the right to work in surroundings that are free from all forms of unlawful discrimination. TAPCO does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service or veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. Equal employment opportunity applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, termination, layoff, leave of absence, and general treatment during employment.