Krystal Cassell

I am a Payment Operations Specialist with more than 9 years of experience in the financial services and payments industry. During my career at Jack Henry & Associates, I supported banks, credit unions, merchants, and customers in a high-volume environment, specializing in electronic payments, ACH processing, payment investigations, merchant support, account maintenance, and troubleshooting.

My experience includes supporting ACH transactions, Mastercard RPPS, payment gateways, virtual cards, electronic bill payment (EBPP), and check-to-electronic conversion (C2E). I regularly investigated failed and rejected transactions, returned and missing payments, payment discrepancies, and processing errors by analyzing transaction histories, payment files, account information, and system records.

I have also worked closely with merchants and financial institutions on electronic payment enrollment, payment configuration, biller updates, payment file retrieval, and technical troubleshooting. I managed customer and partner inquiries through phone, email, and ticketing systems while maintaining ownership of complex issues through resolution. I built strong relationships with more than 30 merchants and financial institution partners and collaborated with product, operations, and technical teams to resolve issues and improve processes.

One of my accomplishments was designing and implementing a standardized Noting Guideline that improved the accuracy and consistency of profile documentation, reduced QA review time, and increased departmental efficiency. I also trained cross-functional teams on the new process.

I hold a Bachelor of Science in Criminal Justice and an Associate of Arts in Business Administration. I am interested in opportunities involving payment operations, banking and financial services, customer or client support, payment processing, operations, troubleshooting, and process improvement. I enjoy solving complex problems, researching issues, improving processes, working with technology, and helping customers and business partners find effective solutions.