Digital Payments Specialist

POSITION: Digital Payments Specialist

Position Summary:

At Cambridge Savings Bank, our purpose is to have a positive impact on our customers, employees, and community's financial well-being. We are committed to exceeding expectations and having a strong commitment to diversity. The Digital Payments Specialist plays a key role in ensuring the accuracy, reliability, and compliance of digital payment operations across multiple channels, including Zelle, Cards and ATM networks. This position involves reconciling transactions, managing general ledger activity, handling escalated customer inquiries, and investigating and resolving disputes in accordance with Regulation E. The role also includes monitoring alerts, addressing discrepancies, supporting fraud and risk activities, assisting charge-off reporting, and collaborating with internal teams to enhance processes and maintain regulatory compliance.

This position is ideal for someone who thrives in a fast-paced environment, values operational excellence, and is deeply committed to delivering positive customer outcomes.

Key Result Areas:

* Responsible for performing activities related to Reg E claims; intake, processing/reviewing provisional or permanent credits, chargebacks, monitoring outstanding items, and approving or denying settled claims in accordance with Regulation E guidelines.

* Collaborate with Fraud team to implement and refine Zelle specific risk mitigation strategies.

* Monitor and reconcile daily Zelle and/or card 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 and/or card payments.

* Collaborate with the Customer Resource Center to provide timely and accurate responses.

* Review fraud cases to report potential fraud patterns and support fraud prevention efforts in coordination with the team. Proactive customer outreach to verify the legitimacy of the transactions and initiate necessary actions, such as blocking and reissuing cards/profiles when fraud is confirmed.

* 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.

* Assist with compliance and risk management activities, including gathering information for audits and regulatory reviews (e.g., NACHA, Reg E) and supporting internal control requirements.

* 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

* 3+ years of experience in banking or payment operations

* Knowledge of Regulation E, charge off processes with dispute resolution

* Strong understanding of payments and reconciliation systems

* Proficient in banking software and tools with advanced Excel skills

* Excellent analytical and problem-solving skills

* Strong communication skills

* Strong attention to detail, willingness to learn, and ability to follow procedures

* 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, MA Salary Range: $25.00 - $33.65

The reasonably estimated salary for this role at Cambridge Savings Bank ranges from $25.00 - $33.65. Cambridge Saving Bank will determine actual compensation for the role based on factors including, but not limited to, the successful candidate's skills, qualifications, and experience. In addition, Cambridge Savings Bank offers a wide range of comprehensive and inclusive employee benefits for full-time roles including healthcare, parental planning, mental health benefits, performance bonus opportunities, a 401(k) plan and match, flexible time off, and others.

Visa Sponsorship: Cambridge Savings Bank is unable to sponsor or take over sponsorship of an employment visa for this role at this time.

About Cambridge Savings Bank:

Cambridge Savings Bank is a full-service banking institution with over $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. To learn more about how we 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.