Job Details

Redwood Credit Union is seeking an Electronic Services Specialist III, who will provide technical expertise in administering payment and item processing for Redwood Credit Union. Under minimal supervision, perform a wide variety of semi-routine accounting, regulatory compliance and implementation, clerical, product development and quality control duties of moderate complexity using advanced knowledge in fraud detection, prevention, and recovery. This senior level position is responsible to lead the day-to-day functions for multiple areas of responsibility, and provide direction, training, support, and mentorship to junior team members.

Key Responsibilities

Member Service:

o Provide superior service that meets RCU Service Standards and Values to Members and team members of Redwood Credit Union.

o Responsible for at least two critical areas of payment or item processing for ACH, RCUpay, Bill Pay, Image Center system, Business online deposit, Lockbox, alternative payments, and MDC Risk.

o Research, recommend and implement new products and services.

o Research and resolve Member escalations, problems, or complaints. Respond with accurate information through verbal and/or written communication.

o Resolve errors, fraud or disputes relating to Check, ACH, RCUpay and Bill Pay processing.

o Provide analysis, guidance and direction for fraud detection, prevention, and recovery in multiple payment channels.

o Investigate Member fraud/dispute claims. Work with other institutions to recover and mitigate fraud losses on behalf of Members and the Credit Union.

o Work with IT to resolve system issues, outages, payment file issues and delays. Balance general ledgers and perform reconciliations.

o Coordinate and manage workflow for area.

o Manage and implement regulatory compliance for area of responsibility.

o Manage and direct payment and item processing channel improvements and growth.

Department & Branch Support:

o Support and answer the Electronic Services phone que.

o Project support and implementation.

o Create and maintain training manuals, knowledge base articles for team, Members, and other departments.

o Support lead in project testing and analysis to ensure delivery of quality Member experiences.

o Propose system changes and makes recommendations

o Stay current and aware of industry and regulation changes impacting areas of expertise.

o Train branches and staff as needed in Electronic Services processes and procedures.

o Cross train in all Electronic Services areas to assist during vacation or illness.

o Compile monthly status report, general ledger reconciliations and board reports.

Join us and discover why you'll love working at Redwood Credit Union!

ABOUT REDWOOD CREDIT UNION (RCU):

At Redwood Credit Union, our mission is to passionately serve the best interests of our Members and communities. Since 1950, we have been dedicated to supporting the financial well-being of our Members through better rates, low or no fees, and best-in-class customer service. Our purpose is to inspire hope and elevate the financial well-being of our communities one person at a time, through good times and bad.

As a not-for-profit financial institution, we are committed to a people-first approach, which is reflected not only in how we serve our Members, but also in how we treat our employees. Our leadership team is deeply focused on fostering a culture of heart and empathy, integrity, passion, inclusion, meaningful relationships, excellence, and ensuring financial well-being for all.

Why work for Redwood Credit Union?

• 29th largest credit union in the U.S. and the largest financial institution based in the North Bay

• Awarded a 5-Star Rating based on 6/30/24 financial data by Bauer Financial

• Recognized by Newsweek as one of "America's Greatest Midsize Workplaces 2025"

• Recognized by Newsweek as one of "America's Best Credit Unions 2024"

• Recognized by Forbes as one of "America's Best Small Employers 2023"

• Voted Best Places to Work in the North Bay 20 years in a row

• World-class Employee Engagement scores

• Rated Superior in Service by more than 90% of Members, surveyed by SF Gate

• Industry leading Net Promoter Scores across the U.S.

Minimum Qualification: Knowledge, Skills and Abilities

• Excellent analytical, critical thinking and process workflow skills.
• Ability to analyze data, trends, make recommendations and offer solutions.
• Ability to make sound judgments and decisions for areas of responsibility.
• Proficient knowledge of a PC with the use of word processing and spreadsheet software.
• Advanced knowledge of financial services, with the ability to understand the implications of Credit Union industry and regulations, terminology, and procedures and how to apply them.
• Expert knowledge and compliance regulations in ACH, Bill Pay & Payments, check image exchange and systems, OPA (courtesy pay) and MDC risk.
• Advanced processing experience and management in the following areas, ACH, Bill Pay and Payment systems.
• Advanced knowledge in Regulation CC, Uniform Commercial Code, and Regulation E.
• Ability to work successfully in a high volume, technically demanding job.
• Ability to work independently, is self-motivated and resourceful.
• Ability to oversee work processes and provide guidance and mentorship to junior team members.
• Ability to accurately calculate interest and dividends and make mathematical computations.
• Ability to troubleshoot a wide variety of member account discrepancies while being sensitive to Member issues, confidentiality, and discretion.
• Excellent communication and interpersonal skills both verbally and in writing.
• Ability to establish and maintain effective working relationships with a diverse group of people.
• Ability to work a rotating schedule which will include working on rotating Saturdays.

The ideal candidate has a combination of education and experience equivalent to an associate degree, with a minimum of five years of experience in customer service, accounting, or closely related field. Prior experience at a financial institution is required, and experience in item or payment processing functions is preferred.

Compensation: Base starting range: $29.00 to $39.00 hourly commensurate with experience.

Our base salary starting range is based on scope and responsibilities of the position, candidate's work experience, education/training, key skills, and internal peer equity. We offer a competitive total rewards package including a wide range of medical, dental, vision, financial, and other benefits.

Redwood Credit Union offers a robust benefits package to our eligible employees including:

• Competitive medical, dental, and vision insurance, mental health offerings

• Employee performance incentive plan

• Salary Advancement- Merit increase based on performance

• 401(k) program with employer match

• Time Off- Competitive PTO accrual plus 11 paid company holidays and your birthday off!

RCU Discounts and Perks:

• RCU employees are eligible for a .75% discount off RCU standard collateral auto loans

• RCU employees are eligible for a 1% discount on all recreational or boat loan products

• 2% discount off Visas and LOC Loans through RCU

• 0% interest loan to support employees with various immigration related expenses such as visa application fees and relocation costs. Loan amount up to $1,000.

• 0% interest loan to support employees with expenses associated with the naturalization process. Loan amount up to $15,000.

• 0% interest on garment, fitness, or home office equipment loan of up to $500

• 100% financing for employee purchased homes!

Physical Requirements:

• Ability to stand, bend, stoop, sit, walk, reach overhead, twist, and turn.

• Ability to lift up to 40 pounds.

• Ability to use a computer keyboard and calculator.

• Work environment is indoors; majority of the time is spent sitting at a desk.

*Redwood Credit Union is not offering Visa transfers and/or sponsorships for this position.

Internal Team Members: If you are a current Team Member, please apply through the internal careers page located in RCUNET.

We are an Equal Opportunity Employer

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us at [email protected].