The Payment Operations Manager leads all aspects of daily operations, ensuring that external and internal members receive prompt and accurate support as it relates to check processing, ACH, wires, debit card and ATM operations, online bill pay, mobile deposit, P2P payments, levies, garnishments, unclaimed property, dormant accounts, fraud prevention and returned mail. Responsible for monitoring quality and accuracy of all activities required to complete department functions. Fluent knowledge and understanding of regulations required for ACH and check processing, electronic services, debit cards, and ATM operations.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
KEY ACCOUNTABILITIES
- Build relationships: Be open, speak candidly, listen actively and interact with others in the most transparent and authentic way possible.
- Collaborate: Create a team atmosphere and encourage team members to work toward shared goals.
- Innovate: Challenge the status quo in constructive ways and encourage team members to do the same.
- Advocate for the team and ensure team members are equipped with the skills, resources, information, authority and support to succeed.
- Oversees daily operational service, quality and productivity of the department. Ensures adjustment to staff schedules to properly allocate resources in order to deliver high-quality service and efficient productivity.
- Assist team members with resolving escalated member service conflicts as necessary.
- Oversees vendors related to the functions of the Payment Operations department to insure SLAs are being met. Report any vendors that are not meeting the contracted SLA.
- Appropriately identifies, evaluates, and manages risk within department Implements risk mitigation strategies and activities as appropriate.
- Proactively identify and implement process improvement opportunities.
- Accountable for resolving audit findings. Identifying root cause and applying corrective measures as necessary.
- Develop, implement, and evaluate standard operational procedures to provide excellent service to members and internal staff and to maximize efficiency and quality of work.
- Ensure compliance with regulatory requirements and guidelines, integrity, and security by recommending policies and internal controls. Maintain updated knowledge of regulatory and operational changes or enhancements affecting department functions.
- Fortera’s core values are satisfactorily demonstrated.
RESPONSIBILITIES
- Identify staffing necessary to meet departmental needs, taking into consideration daily operations, regulatory requirements, service guidelines, back-up responsibilities, and ongoing training.
- Participate in selection process, identifying skills and personality needed to perform efficiently and accurately with service oriented behavior to assist and support members and internal staff.
- Develop and implement programs providing initial job training, cross-training, and professional development of department staff.
- Consistently and regularly coaches, counsels and evaluates department staff.
- Communicate effectively with department staff in order to achieve maximum level of information and department efficiency and effectiveness.
- Manage use of resources to work within approved budget guidelines, recommending modifications, when necessary to improve service or effectiveness.
- Maintain appropriate control over-budget line items.
- Keep Director of Digital Banking Operations informed of area activities.
- Make timely and sound decisions that pertain to the Payment Operations department. Include appropriate people in decision making process. Support and explain reasoning for decisions.
- Stay informed of trends and changes in fields related to department responsibilities.
- Participate in community and civic events to promote awareness of the Credit Union in the community.
- Attend and participate in all meetings, trainings, and committees as required.
- Provide day-to-day oversight responsibility for ensuring compliance with regulatory laws as they related to functions within their departments to include Bank Secrecy Act compliance.
- Complete special projects as assigned by management.
- Ensure work areas are clean, secure, and well maintained.
SPECIAL NOTE: FORTERA FEDERAL CREDIT UNION IS AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER. ALL QUALIFIED APPLICANTS WILL RECEIVE CONSIDERATION FOR EMPLOYMENT WITHOUT REGARD TO AGE, SEX, RACE, COLOR, NATIONAL ORIGIN, DISABILITY, PREGNANCY, GENETIC INFORMATION, RELIGIOUS PREFERENCE, PROTECTED VETERAN STATUS, SEXUAL ORIENTATION, GENDER IDENTITY OR ANY OTHER TRAIT PROTECTED BY STATE OR FEDERAL LAW.
PLEASE BE ADVISED, VISA SPONSORSHIP IS NOT AVAILABLE FOR THIS POSITION.
Required Skills
SKILLS/ABILITIES:
- Excellent interpersonal and supervisory skills. Able to effectively manage and lead a team.
- Ability to exercise sound judgment consistent with Credit Union policy and to apply legal and regulatory requirements to department functions.
- Ability to assess situations and problems, research and identify options, and recommend a solution.
- Ability to work with other members of management team to serve members and find solutions.
- Ability to plan, develop, and write policies and procedures.
- Excellent oral and written communication skills. Good presentation skills.
- Able to use a PC, related software applications and standard office equipment.
- Ability to maintain confidentiality.
- Able to work well under pressure while representing the Credit Union in a professional manner.
- Professional dress, appearance, and attitude.
- Able to meet deadlines and maintain and effective and efficient workflow.
- Able to work well under pressure while always promoting a professional image of the Credit Union.
PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
FINGER DEXTERITY:
- Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
TALKING:
- Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
REPETITIVE MOTION:
- Movements frequently and regularly required using the wrists, hands, and/or fingers.
AVERAGE HEARING:
- Able to hear average or normal conversations and receive ordinary information.
AVERAGE VISUAL ABILITIES:
- Average, ordinary visual acuity necessary to prepare or inspect documents or products, or operate machinery.
PHYSICAL STRENGTH:
- Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally (almost all office jobs.)
WORKING CONDITIONS
NONE:
- No hazardous or significantly unpleasant conditions. (Such as in a typical office).
- Occasional local and out-of-town travel.
MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
REASONING ABILITY:
- Ability to deal with a variety of variables under only limited standardization.
- Able to interpret various instructions.
MATHEMATICS ABILITY:
- Ability to perform basic math skills, use decimals to computer ratios and percent, and to draw and interpret graphs.
LANGUAGE ABILITY:
- Ability to read periodicals, journals, manuals, dictionaries, thesauruses, and encyclopedias.
- Ability to prepare business letters, proposals, summaries, and reports using prescribed format and conforming to all rules of punctuation, grammar, diction, and style.
- Ability to conduct training, communicate at panel discussions, and make professional presentations.
Required Experience
EDUCATION/CERTIFICATION:
- HS diploma or equivalent.
- AAP certification preferred
- Knowledge of federal and governmental agency rules, regulations, and compliance requirements as related to department functions. This includes electronic services, funds transfers, and operating rules related to ACH, plastic cards and ATM operations.
- Understanding of all Credit Union policies and programs
EXPERIENCE REQUIRED:
- A minimum of seven years of progressive experience in related financial/banking industry positions.
- Two years supervisory or management experience required.
- Specific experience with ACH and electronic services, plastic card operations, and ATMs preferred.