Hybrid Payment Operations Support Manager at Mountain America

Please reference the schedule and minimum qualifications listed below before applying.

If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at 801-366-6947 option 1 or email macurecruiting@macu.com and every reasonable effort will be made to accommodate your needs in a timely manner.

Job Summary

The Payment Operations Support Manager is responsible for overseeing and managing the operations support team to provide support related to payments. This role involves ensuring member service employees receive accurate and efficient support that delivers an excellent member experience.

Job Description

To be effective, an individual must be able to perform each job duty successfully.

• Analyze data and other information to make strategic decisions to improve team performance, gain efficiencies, improve service, and remove pain points for employees and members.
• Proactively communicate with branch and service center teams regarding preventative solutions, active issues and reporting. Ensure all stakeholders have the information needed to continue serving members to the highest level possible.
• Provide real-time support and guidance to member-facing employees during call interactions to ensure accurate and efficient resolution of payment-related inquiries.
• Develop and maintain a comprehensive knowledge base and FAQs to assist team members in quickly addressing common issues and questions.
• Monitor call queues and performance metrics to ensure timely response and resolution of member inquiries.
• Conduct regular training sessions and workshops to keep the team updated on new policies, procedures, and best practices.
• Collaborate with IT and other departments to troubleshoot and resolve technical issues impacting call center operations.
• Implement and oversee quality assurance programs to ensure high standards of service and compliance with organizational policies.
• Ensure compliance with all industry regulation relating to payment processes
• Manage, lead, mentor, develop, and evaluate employees on the team to ensure the team performs at optimal levels
• Set, monitor and hold team accountable for performance related to KPIs, SLAs, employee service surveys, and goals
• Proactively identify opportunities for process optimization and implement improvement to enhance efficiency
• Generate reports on team performance and provide insight to leadership within the organization
• Communicate effectively with employees, peers, and leadership within the organization
• Analyze transaction and machine data and logs to identify anomalies, trends, patterns, and potential service issues and find solutions
• Oversee department audits to ensure adherence to industry regulation and organizational policy and procedures

KNOWLEDGE, SKILLS, and ABILITIES

The requirements listed are representative of the knowledge, skills, and/or abilities required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Experience

• Five years of related experience
• A minimum of 3 years in a leadership role of an assistant manager or higher
• Financial Industry experience preferred

Education

Bachelor’s degree from an accredited institution in business, marketing, finance, economics or related field.  Education will be verified. OR three additional years combined with experience years in a progressive financial setting.

Licenses, Certifications, Registrations

N/A

Managerial Responsibility

This position will oversee an operational support team which consists of 25 – 50 subordinate roles.

Computer/Office Equipment Skills

• Advanced skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel
• Demonstrated experience with financial core software (Symitar experience preferred)

Language Skills 

• Demonstrated ability to clearly express ideas, methodology, results and recommendations verbally, in writing and through insightful reports and graphic illustrations
• Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization.
• Demonstrated ability to clearly give instruction to others

Other Skills and Abilities

• Strong ability to multitask and manage multiple priorities in a fast-paced environment.
• Proficiency in using call center software and customer relationship management (CRM) systems.
• Ability to handle escalated calls and provide solutions to complex member issues.
• Excellent coaching and mentoring skills to develop team members' skills and performance.
  • Ability to work both autonomously and collaboratively in a fast-paced environment
  • Adaptive to change, responds positively to altered circumstances or conditions
• Possess a desire and willingness to learn and continually update knowledge base on financial concepts, strategies, systems etc.
• Excellent inter-personal skills including the ability to lead and collaborate with ad-hoc teams
• Proactively solves problems and actively improves processes and creates efficiencies.
• Professional, exercises personal discretion and independent judgement.
• Self-starter with strong organizing and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timeline.
• Data analytics and data validation skills and proficiency in business data analysis (MS Excel, etc.).

PHYSICAL ABILITIES / WORKING

Physical Demands

Ability to sit, talk and hear consistently

Ability to stand, walk, and use hands to handle or reach occasionally

Vision Requirements

Close vision (clear vision at 20 inches or less)

Distance vision (clear vision at 20 feet or more)

Weight Lifted or Force Exerted

Ability to lift up to 25 pounds occasionally

Ability to lift up to 50 pounds rarely

Environmental

There are no unusual environmental factors (such as a typical office)

Noise Environment

Moderate noise (business office with computers and printers, light traffic)

Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.

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