Payment Operations Manager

Job Summary
This leadership position will use data and technology to develop, implement, and champion change to improve payment products for our members through process improvement, leadership, and evaluation of emerging payment technologies. This role is passionate about delivering excellent payment services through all remote, in-person, and digital channels by driving innovative solutions for members and payment operational support to credit union staff. Handles escalated member service issues. Verifies accuracy and ensures work is processed promptly. Success in this role is measured by payment portfolio management, adopting new payments, utilizing technologies to increase efficiency, leadership of the team, and achievement of metrics.

Essential Functions
• Creates and maintains operational excellence by managing daily operations, support, and administration activities of the Cards/Payments/Wires/Disputes/ACH/ IRAs/Check Processing according to established procedures and timeframes. Ensures member experience is at the forefront when providing dispute data and recommendations for determining fraud mitigation strategies.
• Monitoring the profitability, performance, and risk of existing payment products and digital payment services (Apple Pay, Samsung Pay, Google Pay, P2P) and recommend modifications to increase usage, penetration, and program profitability. Initiate new product development and payment strategy, for example, RTP and Fed Now services, ensuring quality rollout of new and modified products and services via testing, pilot programs, and member focus groups.
• Evaluates existing products, payments data, and member feedback, and formulate innovative recommendations that are feasible concerning changes, improvements, or modifications to the Payment Operations and Check Processing departments.
• Manages and builds positive relationships with vendors/fintech and identifies strategic alliances to meet present and future needs while ensuring maximum benefit for the organization and our members.
• Actively practices empathy behaviors in the credit union’s guidelines for member services in all interactions with members and staff.
• Lead, coach, and engage payment operations and check processing staff to achieve performance objectives.
• Is responsible for the employment, counseling, performance evaluations, motivation, training, and discipline of assigned employees.   
• Ensures compliance with all regulations and security procedures with Check Processing and Payment Operations functions. Stays current with new developments in chargebacks, card processing, Visa, ACH, Fed, Reg E, Reg CC, Reg Z, payments, and ATM operations.
• Researches and responds to complex questions from members, vendors, and credit union personnel.
• Prepares, evaluates, and makes recommendations on special projects as assigned.
• Evaluates existing programs and formulate recommendations concerning changes, improvements, or modifications to Payment Operations and/or Check Processing departments.
• Performs other duties as assigned.

Required Knowledge, Skills, and Abilities
• Requires a combination of knowledge and experience in the fields of management/supervision, credit union products and services, and credit union products and services, and ACH, VISA, ATM operations, Card Disputes, and Check Processing operations.
• Must have experience in leadership and the ability to coordinate and direct staff.
• Requires extensive knowledge of credit union member transactions related to cards, payment services, and member service, excellent oral and written communication skills, and the ability to motivate and lead staff effectively.
• Proficiency with Microsoft Office required.
• Actively practice the behaviors required by the credit union’s guidelines for Member Service in all interactions with members and staff.
• Ability to lead and motivate a team, requiring excellent communication, organizational, interpersonal, and leadership skills.
• Providing team members with training, tools, and resources to successfully perform their jobs.
• Holding teams accountable for meeting all service level agreements, ensuring the team’s work is accurate/efficient, and providing coaching, feedback, or training as needed. Seeking suggestions for performance improvement and working on continuous development.
• Conducts regular one-on-ones with each direct report to discuss progress toward goals, quality assurance evaluations on recorded calls, member survey feedback, and provide coaching. Help to establish a successful career path.
• Maintains excellent member relations and preserves member confidentiality.
• Understand and professionally and tactfully respond to complex verbal and written communications via the phone, in person, and electronically.

Education and Experience
• High school graduate or equivalent.  
• Management, or related, classes are desired.
• Requires at least two years of supervisory experience, diversified background, and knowledge of the financial services industry, including member service, payment and/or check processing operations, credit union services, policies, and procedures.
• At least five years’ experience in the payments area (ACH, Cards, Visa, Check Processing, etc.), with a minimum of one year with Coast Central Credit Union, is preferred.
• The Accredited ACH Professional (AAP) certification is preferred; however, progressive knowledge and expertise regarding ACH and work toward accreditation may be accepted.
• Must be knowledgeable in credit union policies, procedures, and philosophy.