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Join Our Team as a Senior Electronic Payment Specialist
Location: Lawrence or Waltham, MA | Full-Time

Do you have a strong attention to detail and a passion for investigating and resolving complex issues? Looking to grow your career in electronic payments with a team that values accuracy, compliance, and exceptional service? At BrightBridge Credit Union, we’re seeking a knowledgeable and motivated individual to support our disputes and payments operations at our Lawrence or Waltham Corporate Office. In this role, you’ll manage the end-to-end processing, investigation, and resolution of consumer disputes related to debit card and ACH transactions, ensuring compliance with Regulation E. You’ll leverage tools like the FINBOA portal to efficiently manage claims while meeting strict regulatory timelines and delivering a high level of service to our members. If you’re analytical, detail-oriented, and thrive in a fast-paced environment, we’d love to hear from you!

Why You’ll Love Working Here

• A collaborative team culture where your contributions matter
• Ongoing training and career development opportunities
• Competitive pay, benefits, and the chance to grow with a supportive organization
• The satisfaction of making a real difference in your community every day

1. Investigate and resolve debit card and ACH disputes in accordance with Regulation E requirements
2. Determine claim validity, including unauthorized transactions, fraud, and error resolution
3. Ensure adherence to required timelines (e.g., provisional credit, final resolution deadlines)
4. Utilize the FINBOA platform to intake, document, track, and resolve claims
5. Maintain accurate case notes, documentation, and audit trails within the system
6. Monitor workflow queues to ensure timely processing
7. Process fraud and non-fraud claims (e.g., unauthorized use, merchant disputes)
8. Work with card networks (Visa/Mastercard) for chargebacks when applicable
9. Review transaction data and supporting documentation
10. Handle unauthorized ACH claims, stop payments, and revocations
11. Ensure compliance with NACHA rules and timelines
12. Process Written Statements of Unauthorized Debit (WSUD)
13. Communicate with customers regarding claim status, documentation needs, and outcomes
14. Provide clear explanations of decisions and regulatory rights
15. Ensure all actions comply with Regulation E, NACHA rules, and internal policies
16. Identify potential fraud patterns and escalate as needed
17. Support audits and regulatory reviews
18. Serve as a subject matter expert (SME) for junior staff
19. Assist in training new hires on Reg E, ACH, and card dispute processes
20. Provide guidance on complex or escalated claims
21. Track claim metrics (volume, turnaround time, losses)
22. Identify process improvements and efficiency opportunities
23. Assist with updating procedures and job aids
24. Champions the credit union’s brand and culture with enthusiasm, spirit and energy.
25. Cross trains and performs additional Operational Support duties as needed.