Digital Payments Specialist

POSITION: Digital Payments Specialist

Summary:

At Cambridge Savings Bank, our purpose is to have a positive impact on our customers, employees, and the community's financial well-being. We are committed to exceeding expectations and having a strong commitment to diversity and inclusion. The Payments Operations Specialist is responsible for managing and reconciling Zelle transactions, ensuring accuracy, and addressing discrepancies. This role includes handling escalated customer inquiries, resolving disputes under Regulation E guidelines, and working closely with the Fraud team on risk-related activities. The Payments Operations Specialist will also oversee Regulation E charge-off reporting, maintain compliance with regulatory requirements, and collaborate with internal teams to improve processes.

Key Result Areas:

• Monitor and reconcile daily Zelle 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 payments.
• Collaborate with the Customer Service team to provide timely and accurate responses.
• Review flagged claims for potential fraud or security concerns.
• Work with Fraud team to implement and refine Zelle specific risk mitigation strategies.
• 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.
• Develop and document standard operating procedures (SOPs) for back-office tasks.
• Provide training and guidance to team members on Zelle related processes and policies.
• Perform additional duties as required.

Qualifications:

• High school education, additional certifications in banking Operations is a plus.
• Knowledge of Regulation E, charge off processes with dispute resolution.
• Strong understanding of payment and reconciliation systems.
• Proficient in banking software and tools with advanced Excel skills.
• Excellent analytical and problem-solving skills.
• Strong communication skills.
• Detailed-oriented with proven ability to follow through on complex processes.

The above description covers the most significant major responsibilities but does not exclude other occasional responsibilities and accountabilities the inclusion of which would be in conformity with the major purpose of this job.

Location:

Hybrid/Waltham, Massachusetts

About Cambridge Savings Bank:

Cambridge Savings Bank is a full-service banking institution with $7 billion in assets. As a mutual bank, CSB is committed to improving the quality of life of our employees, customers, and the communities we serve. One of the oldest and largest community banks in Massachusetts, Cambridge Savings Bank offers a full line of individual and business banking services across a robust Massachusetts-based branch network and through digital banking solutions for commercial, small business and consumer customers. In March 2023, Kroll Bond Rating Agency affirmed CSB's investment-grade rating, reinforcing the bank's position as a reliable business lender. To learn more about how CSB can meet your needs, visit us at cambridgesavings.com, or better yet, come meet us to help you make the most out of your banking relationship. Member FDIC. Equal Housing Lender. NMLS # 543370

Cambridge Savings Bank is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are a VEVRAA Federal Contractor.

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