Support Analyst, 12 Month Term - (Hybrid)

Central 1 cooperatively empowers credit unions and other financial institutions to deliver banking choice to Canadians. Central 1 provides critical services at scale to enable a thriving credit union system. We do this by collaborating with our clients, developing strategies, products and services to support the financial well-being of their more than 5 million diverse customers in communities across Canada. For more information, visit www.central1.com.

What we offer:

• Work-life flexibility 
• Hybrid work environment 
• One time allowance to set up your office for remote first employees
• Variable annual incentive plan
• Generous annual vacation allotment
• Top-notch flexible benefits plan including family building and gender affirmation
• Retirement Plan, matched contributions at 6%
• Access to a learning platform and educational assistance support
• Access to a virtual wellness platform
• Career development opportunities
• Wellness Flex Fund to support personal interest and activities
• Day off to volunteer in your community and other paid time off options
• Corporate discounts

*subject to employment agreement

Job Summary:

As a Support Analyst, you’ll play a key role in ensuring credit unions seamlessly access the Point of Sale (POS) and Shared Cash Dispensing (SCD) Networks.

In this dynamic role, you'll monitor and coordinate C2C Node functions, switching environments, and compliance obligations across networks like Interac, ACCULINK, Plus, and Cirrus. Acting as a central liaison, you’ll work with processors, third-party providers, Central 1’s operations team, and credit unions to streamline operations, resolve issues, and ensure compliance.

If you thrive in a fast-paced environment where your work directly impacts financial institutions and their members, this role is for you!

What you'll be doing:
 

Data Management & Reporting

• Maintain and develop statistical reports on Shared Cash/ATM, POS, and electronic payment system usage for senior management and credit unions.
• Develop and update internal and external manuals, including Payments Operations, Procedures, and Network Rules.
• Track and report on corrective and proactive actions post-implementation.
   

Compliance & Regulations

• Ensure compliance with corporate communication and documentation standards.
• Maintain knowledge of Payments Network Operating Standards, governance requirements, and regulations (Interac, Visa, Plus, Cirrus, CEDA, etc.).
• Administer exemption logs and follow up on non-compliance cases with processors and credit unions.
• Support and coordinate security audits for compliance.
   

Coordination & Communication

• Act as a liaison between processors, credit unions, and internal teams to resolve performance issues.
• Escalate concerns to management when necessary.
• Draft and send compliance-related correspondence within required timelines.
• Respond to information requests from CUCC and processors.

Operational Support

• Oversee onboarding activities, including issuing information packages and coordinating with processors and Sponsoring Network members.
• Manage IIN table changes for new credit unions and mergers, ensuring accurate updates.
• Record and reconcile Payments Network invoices, ensuring proper authorization and payment.
• Provide subject matter expertise on settlement-related issues.
• Investigate recurring problems and document corrective actions.

General Requirements

• Strong proficiency in Microsoft Office Suite.
• Experience managing and maintaining statistical data; workflow documentation is an asset.
• Ability to work independently and collaborate effectively within established policies and procedures.
• High level of accuracy and attention to detail.
• Maintain confidentiality and ensure appropriate information disclosure.
• May represent Central 1 or credit unions on temporary projects or work teams as needed.
   

What you'll have:

• 3+ years of experience in a similar role in a financial institution or a debit/credit card payment processing environment.
• Understanding of the regulatory and governance frameworks to process switching services, including but not limited to the Interac Association, Visa/Plus and MasterCard Networks is required.
• Able to communicate effectively
• Able to coordinate multiple activities with a variety of stakeholders to ensure current and accurate information is maintained at Central 1 in regard to credit union usage of these services. 

Salary range: $50,000- $52,000

The salary range represents the job rate determined for the successful candidate who is fully competent in the role. The actual salary will vary depending on market conditions and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training.

#LI-Hybrid

Central 1 is an equal opportunity employer and committed to building an inclusive workforce by creating an environment where everyone feels like they belong and has the opportunity to be successful. We welcome all applicants to join our diverse workforce and we will provide an accessible candidate experience including, but not limited to accommodations to interview sites and alternate formats upon request to our Recruitment team.