Service Analyst, Payment Product & Service

PenFed is hiring a (Hybrid) Service Analyst, Payment Product & Service at our Omaha, Nebraska Service Center.  The primary purpose of this job is to work with PenFed business and IT teams to manage the end-to-end resolution of member inquiries and production issues that affect the Payment Services organization, includes but not limited to Debit, Credit, ATM card products, Zelle, Bill Pay, external account funding, mobile deposits, ACH, Wires, etc.  The incumbent will review incoming inquiries & incidents and evaluate the goal of resolving the incident or inquiry in a timely manner as possible.  In addition, this position will be responsible for the testing and validation of changes made to resolve issues and support the Payment Services team with quality assurance functions associated with product development.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties, and the position will perform other duties as assigned.

• Ability to work in a fast-paced environment, organize duties and perform multiple tasks simultaneously.
• Resolve and respond to member and internal issues related to Payment Services products in multiple systems, working in conjunction with relevant internal and external partners.
• Perform research using multiple internal and vendor tools and platforms, engaging other internal and vendor resources as needed.   Work with internal and external partners to obtain timely root cause analysis documentation.
• Perform ongoing monitoring and follow up of outstanding inquiries to ensure timely progress and resolution.
• Track inquiries and incidents for management reporting, trends and process improvements.
• Maintain a log of risks and issues with resolution options and timelines, informing the business customer appropriately and escalating where necessary.
• Create reports and dashboards to provide information on issues and inquiry volumes and trends.
• Conduct periodic review sessions of service issues and trends with management and vendors.
• Understand the major impacts to members and business-related areas to proactively escalate significant or ongoing issues.
• Develop and execute test plans and scripts, regression testing and validation to ensure accurate and compliant resolution of issues and inquiries.
• Aid in defining, developing and documenting process and or/process flows for business processes.
• Proactively provide recommendations and solutions that can be implemented to provide long-term resolutions to business problems.
• Build and maintain relationships with PenFed and external resources to drive operational excellence and achieve the service expectations of our PenFed membership.
• Assist in related initiatives to improve member experience across the Payment Services team and across the PenFed business.
• Support merger activities and projects, including trailing activity management, preparing and conducting testing.

Equivalent combination of education and experience is considered.

• A bachelor’s degree in business or a related field is preferred.  In lieu of a degree, a combination of experience and education with specialized focus in customer service, research, or quality assurance functions.
• Minimum of two (2) years’ experience performing customer service, research, or quality assurance functions required.
• A minimum of two (2) years’ experience with Fiserv and/or Financial Institution who utilizes Fiserv as a Payment processor is highly preferred.
• Experience with Visa and/or MasterCard Payment products is highly preferred.
• Possess ability to work autonomously on day-to-day responsibilities, managing multiple priorities while meeting established deadlines.
• Strong written, verbal, organizational, and communication skills necessary.
• Analytical skills with the ability to recognize and monitor trends is preferred.
• Working knowledge of Microsoft tools
• Experience with Salesforce is preferred.
• Experience using AI tools preferred. 

Supervisory Responsibility

This position will not supervise employees.

Licenses and Certifications

There are no additional certifications required.
 

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*

Travel

The ability to travel to various worksites and be on-call may be required.

Pay Transparency 
The anticipated starting hourly range for this role is $23.28. - $37.70
This position is eligible for an organizational performance based annual bonus, subject to board discretion and approval.
This position is eligible for an individual performance based annual bonus.

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