Hybrid Payment Services Manager na None

Position Summary

The Payment Services Manager is responsible for leading and overseeing the daily operations of card Payment Services, this includes debit and credit cards processing, ATM Fleet management, debit and credit card fraud and shared branching network. This role involves planning, organizing, directing, and controlling all related activities to ensure efficient and effective service delivery. The Manager is also accountable for ensuring that all ACH processing, Shared draft, mobile baking, new accounts reconciliation, wire transfers and other project-related functions are completed accurately, timely, and in compliance with established policies, procedures, and industry standards. Assists in the resolution of difficult or sensitive processing transactions and ensures all regulatory guidelines are met with respect to disputes and fraud. Develops strategies for the department to achieve specific production and compliance objectives while ensuring a high standard of member service. 

Responsibilities 

Payment Services Activities 

• Serves as subject matter expert and escalation point for staff and members regarding complex or large dollar transactions or process issues or for resolving member issues and questions regarding EFT transactions, wire transactions, mailed deposits, or item processing issues. 
• Works with Members directly when needed on escalated payment issues or service recoveries. 
• Manages and reconciles the daily receipt of electronics payments for new accounts and collection efforts. 
• Oversees incoming and outgoing Wire Transfers transactions to ensure timely and accurate processing, balancing, and reconciliation of all accounts and entries. 
• Manages all aspects of Mobile Deposit services and oversees all digital wallet processes. 
• Ensures that Electronic Fund Transfer (EFT) transactions are completed in compliance with all applicable rules, regulations, and established procedures daily. 
• Ensures processing of Return Deposit items is completed daily to reduce loss to the credit union. 
• Manages all vendor relationships associated with Payment Services. 
• Oversees various Payment Services daily, monthly, yearly processes (i.e., escheatment, year-end closing, monthly GL closings, etc.). 
• Ensures all department procedures are updated. 
• Prepares and submits requested reports for audits. 
• Conducts Business Continuity Testing.
•  Serves as liaison between Credit Union and third-party Payment vendors. 
• Monitors and tracks fraud trends/alerts to mitigate losses to include but not limited to CUNA reporting/filings and implementing risk rules on the Credit Union debit/credit portfolio. 
• Performs other duties as assigned.

Department Operations and Compliance:

•  Appropriately identifies, evaluates, and manages risk within area and implements risk mitigation strategies and activities as appropriate. Responsible for loss prevention mitigation and functions regarding claims of card fraud and disputes. 
• Audits activities and various department functions to ensure timely, accurate and complete processing of a variety of operations, as well as compliance with regulations, policies, and procedures. Develops and implements departmental policies and procedures and modifies as needed. 
• Assist in developing and monitoring department budget. 
• Evaluates program competitiveness and recommends appropriate changes to improve card programs and increase market penetration. Actively participates in the marketing efforts of card products to grow credit card portfolio, optimizing interchange revenue and rewards program. 
• Tracks and monitors the execution of all department goals and metrics and prepares requested management summary reports. 
• Informs management of any significant member/department concerns that arise. Provides well-thought-out recommendations for improved efficiency or effectiveness in operations. 
• Ensures compliance with all applicable federal regulations, including the Security and OFAC, Bank Secrecy Act, Fair Lending, and the SAFE Act.

Staff Performance:

• Holds regular team meetings and monthly 1/1 meetings.
• Holds staff accountable for meeting individual performance goals. Addresses staff performance issues appropriately and timely. 
• Provides oversight and training of staff in processes, regulations, and internal controls to ensure a high level of service for members and employees.

Performance Expectations 

• Department documents, records, reports are accurate, current, and processed timely. 
• Accounting errors or discrepancies are promptly discovered and resolved. Payment Services department functions are completed in accordance with established principles, standards, policies, and procedures. 
• Ensure compliance with all applicable federal regulations, including the Bank Secrecy Act, Security and OFAC. Collaborate with management, executive team, auditors, and vendors. 
• Good communication and professional working relationships exist with all Credit Union departments, members, and vendors. 
• The Credit Union’s professional reputation is maintained and conveyed. 
• Demonstrate Credit Union’s Core Values and Cultural Beliefs. 
• Keep updated with COFCU products/services/information and issues impacting the financial business environment. 

Education & Experience 

• Five years to eight years of relevant work experience managing branch operations or payment services operations.
• Bachelor’s degree (B.A. or B.S.), or related field or equivalent combination of education and experience. Certificates are not required but would be considered. 
• Supervisory experience with skill in coaching and training staff to achieve high performance levels.

Skills & Abilities 

• Knowledge of generally accepted accounting principles and standards. 
• Knowledge of NACHA rules and regulations.
• Knowledge of Regulatory and Compliance matters within the payments industry. 
• Advanced Excel skills. Proficiency in Microsoft Office Suite. 
• Strong organization skills with demonstrated ability to work on competing priorities. 
• Ability to work independently and under pressure of deadline. 
• Strong written, verbal, and interpersonal communication skills. 
• Problem solving and decision-making capabilities. 
• Teambuilding and motivation skills. 

Other Pertinent Information

• Regular and satisfactory attendance required. 
• Must maintain an acceptable personal credit history and be bondable. 
• Available to work outside of regular business hours. 

Summary of Physical Demands: 

While performing the responsibilities of the job, the employee is required to convey detailed or important instructions and ideas accurately, audibly and quickly; hear average or normal conversations and receive ordinary information; use hands to perform such tasks a computer typing, file maintenance, using telephones, ten key adding machines and related office equipment; regular and frequent movement requiring use of hands, writes, arms, fingers; visual acuity required to prepare, read, and inspect documents and interpret information on a PC screen. This is primarily sedentary office work with occasional physical activity requiring lifting of small boxes/files. Ability to sit for long periods.