Job Description

Digital Channels & Payments Supervisor

HYBRID SCHEDULE

PRIMARY FUNCTION

Manage day-to-day operations of payment processing, including ACH entries, wire transfers, remote deposit capture, mobile deposit, real-time payments, and more. Ensure accurate and efficient processing of all transactions.

Lead team processing ACH, Wires, mobile deposit, remote deposit payments transactions. This team also processes Positive Pay entries and performs setup and client support of Treasury Management clients within various software programs. FedNow and RTP will be added to the payment’s options. This team acts as an escalation team to help with customer support of online and debit card products.

In addition to payments processing, this person will assist in supporting the bank’s mobile applications, third party connections such as Intuit, commercial online banking, and some debit card program attributes.

This person will provide high level of customer support and responsive service to both customers and Bank personnel as well as vendors.

This team includes personnel who work in a variety of locations and offices, including hybrid work from home. This person must be effective at managing a team utilizing remote communications tools including but not limited to phone, email, Microsoft Teams, text message as well as face to face.

ESSENTIALDUTIES AND RESPONSIBILITIES

• Must be detail oriented and possess verbal and numeric aptitudes and strong customer service skills.
• Must be able to communicate clearly on the telephone and via email.
• Manages all aspects of online banking, mobile banking, Treasury Management back office set up and support.
• Respond to all customer service inquiries, providing a full range of professional, technical and general support to customers and Bank personnel for electronic banking services.
• Develop procedures for applications and technical assistance. Create and update internal and external training materials, customer agreements, and procedures for all aspects of electronic banking.
• Participate in the development of policies related to the department.
• Work with internal and external resources to maintain compliance with applicable regulations with regards to Digital Banking services.
• Monitor all payment processing to ensure timely posting and delivery of funds. Work with internal departments and third parties to resolve issues.
• ACH originator monitoring for NACHA compliance.
• Prepare Board reporting.
• Compile Audit and Exam requested materials.
• Maintain expert knowledge of Treasury Management products and technology platforms.
• Maintains strict confidentiality of customer information at all times.

MANAGERIAL LEADERSHIP

• Provides leadership to the team in order to ensure successful transactions are undertaken in an efficient manner.
• Aligns tasks and assignments with departmental goals and objectives through leadership, planning and direction to the team.
• Builds a cohesive team across multiple locations.
• Builds a high performance/ high productivity work environment by maintaining effective managerial practices.
• Manages resources effectively and in accordance with allocated budget.
• Provide training and support to staff involved in payment processing.
• Ensure employees are knowledgeable about payment systems, procedures, and compliance requirements.
• Takes ownership for the resolution of customer issues.
• Represents the bank and demonstrates leadership through participation on industry working groups.
• Maintain expert knowledge of Bank’s Treasury Management products and technology platforms to ensure effective delivery of complex solutions that satisfy clients’ needs.
• Attend continuing education workshops to maintain expert knowledge and stay abreast of emerging best practices in a dynamic industry.

KNOWLEDGEAND EXPERIENCE REQUIRED

EDUCATION: Bachelor’s degree in Finance, Business Administration, or a related field.

LICENSES OR CERTIFICATIONS REQUIRED: AAP or related certification preferred.

RELATED WORK EXPERIENCE: Five (5) years banking experience in several different operations, treasury management, digital banking and risk management areas or related experience. Two (2)+ years management/supervisory experience preferred.

• Strong understanding of various payment types, including ACH, wire transfers, remote deposit, mobile deposit, debit and credit cards, real-time payments, and more.
• Self-motivated, dependable, professional and customer service focused.
• Excellent analytical, problem-solving, and decision-making skills. Strong communication and interpersonal skills.
• Demonstrated computer proficiency (e.g. Microsoft Office, Internet). Ability to work effectively in a fast-paced and dynamic environment.

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