Supv-Payment Operations

Overview

The Supervisor of Payment Operations will have advanced industry knowledge of all Treasury Management products and Debit Card solutions including ACH, Wire Transfer, Positive Pay, account analysis and related billing, the various sweep services, Remote Deposit Capture, Commercial Cash Vault and Lockbox, and Debit Card Fulfillment and Faster Payment Rails. The supervisor is responsible for the day-to-day management of team members and tasks associated with establishing or maintenance requests of the various solutions, research requests, error resolution practices, risk mitigation and all reporting, retention and regulatory standards as set within bank policy procedures and Federal or state laws and nationally recognized standards.

The supervisor will provide direction, support, training, coaching and support to team members on a regular basis or as processes change or update. This role is also responsible for ensuring an efficient workflow process, leading business line initiatives, or acting as a primary resource for corporate and business level projects. It is the role of the Payment Operations Supervisor to ensure department adherence to all corporate, state and federal laws, identify and remediate outdated processes as regulations change, and harbor a safe and enriching workplace environment for all department team members.

• Live our core values:
  Caring. Committed.
• Provide exemplary leadership and people management practices to ensure teammates are providing exceptional service to internal and external customers
• Assist with teammate training and motivation to achieve production goals
• Demonstrate team-building skills by example
• Provide leadership and direction for problem solving, process improvement and skill development
• Prepare teammates to answer and assist internal and external customers and serve as a resource for escalated customer issues and questions
• Lead the development and enhancement of policy processes and procedures
• Assist with personnel instruction regarding policies and procedures, ensuring teammates are informed of changes
• Conduct quality assurance audits to ensure departmental procedures are achieving the desired results
• Attend required meetings and functions as needed
• Participate in enterprise and business lead projects acting as the subject matter expert in various payment rails
• Collaborate with other Supervisors or lines of business to ensure partnerships between systems and functional tasks
• Exceptional understanding of daily and monthly payment processing reporting and tasks
• Validate teammate activities to ensure work is performed timely, completely, accurately and in compliance with regulations and defined policies and procedures
• Address and remediate any audit findings, compliance violations or customer complaints
• Management of employee scheduling, paid time off and time cards
• Management of timely completion of employee compliance courses
• Individualized teammate coaching, goal setting and quarterly check-ins for career development
• Track teammate performance and conduct annual performance reviews

This position reports to the Manager of Payment Operations

Education & Experience

• Undergraduate Degree Preferred or Equivalent Experience Required
• Certified Treasury Professional (CTP), Accredited ACH Professional (AAP) or Accredited Payments Risk Professional (APRP) or equivalent industry related accreditation required
• Minimum of 7 years of Bank Operations experience with 3 years supervisory or management experience required

Knowledge & Skills

• Proficiency with MS Office programs
• High level of accuracy and great attention to detail
• Ability to build and maintain relationships with internal and external customers
• Possess extensive knowledge of ACH, Wire or TM Fulfillment operational duties, policies and procedures with proven ability to explain the purpose behind the process
• Ability to organize and prioritize workload
• Excellent customer service skills
• Excellent oral and written communication skills
• Detail oriented and quality focused
• Proven problem solving and decision-making abilities; able to think analytically
• Able to handle multiple tasks and simultaneous projects
• Ability to influence, persuade and train team members and motivate
• In-depth knowledge of payment operations products, sales, service and document retention periods
• Advanced knowledge of Federal Regulations, Enterprise Policies and bank and customer rights and responsibilities or protections as determined by regulations and bank policies
• Ability to monitor and manage processes, assess and mitigate associated risks
• Ability to navigate and research multiple systems and understand functional capabilities
• Industry experience with leadership and innovation
• Strategic thinking and communication skills
• Willingness to explore, support, test and teach innovative system functionality and products
• Demonstrated ability to people manage
• Advanced knowledge and experience in payment process flows and the…