BillPayer Services Representative II

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We value and rely on the unique talents and contributions of our employees to absolutely excel in member engagement by Delivering Signature Experience.

POSITION SUMMARY:

The BillPayer Services Representative II has a high-level working knowledge of on-line bill payment processing and SendMoney (person-to-person payments through PayPal). Serve as a resource for Wescom and Wescom Resources Group (WRG) clients for member research requests, daily settlement issues, BillPayer service problem solving, support, and team training. Is responsible for daily BillPayer file scrubbing and merchant (payee) relationships. Also, provides support and assistance to Wescom Team Members, WRG clients, BillPayer programming staff, and BillPayer support vendors.

ESSENTIAL POSITION FUNCTIONS:

Maintenance and adherence to internal and external member service standards.

Knowledge of BillPayer processes and timing.

Knowledge of the SendMoney mobile service, timing, and settlement.

Responsible for balancing BillPayer general ledger accounts and daily settlement activities for all WRG clients.

Responsible for balancing of the SendMoney mobile service, general ledger accounts, and daily settlement for all Wescom and WRG clients.

Responsible for the setup and management of the OFAC validation process for WRG clients.

Responsible for the set-up of client credentials within the BillPayer Administrative tools program.

Manage primary vendor relationships: RPPS for electronic payment processing and ORCC for check and electronic payments processing.

Manage SendMoney primary vendor relationship with PayPal.

Scrub merchant payee databases in order to identify opportunities to establish electronic/ACH payment relationships and combine like payments based on commonalities, such as payment address.

Research and provide client/member resolution of all BillPayer disputes and inquiries for all clients, to include but not limited to stop payment requests and proof of payment verifications.

Provide daily e-mail notification to clients for status of daily BillPayer processing and settlement.

Provide daily email notification to clients for payment exceptions.

Provide monthly reporting to internal CU staff and WRG clients outlining detailed member activity.

Provide reports to WRG Management for monthly billing reconciliation and validation

Provide training to WRG client’s staff.

Perform quality assurance testing of BillPayer service as a stand-alone product offering and as an add-on to WRG Home Banking and Mobile applications.

EDUCATION AND EXPERIENCE:

High School Diploma, Bachelor’s Degree preferred with 2 years of equivalent work experience.

OTHER SKILLS AND ABILITIES:

Ability to demonstrate excellent member service skills, problem solving skills, communication skills, both written and oral, ability to work in a fast paced environment, , ability to work independently, ability to work well with others and be a team player, and ability to be creative and a goal oriented individual.

Knowledge of basic accounting standards and reconciliation of GL accounts.

COMPUTER SKILLS:

Advanced Microsoft Outlook, Word, Excel, Office Equipment (Computer terminal, computer peripheral equipment, telephone, fax, 10-key adding machine).

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms, climb or balance, stoop kneel, crouch, crawl; talk or hear and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing functions of this job.

The noise level in the work environment is moderately quiet. It is a non-smoking environment.

The above job requirements are representative of minimum levels of knowledge, skills, and abilities. The marginal functions have not been included. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description in no way implies that these are the only duties to be performed. An employee will be required to follow any other job-related instructions and duties as requested by the supervisor and/or management.

Category

Customer Service Representatives

Experience

2 to 20+ years

Job type

Full time