Position summary: The Customer Support Manager is responsible for guiding the team of Payment Specialists that work night shift. The Payment Specialists team is the primary point of contact for payment system support needs. This team simultaneously coordinates with the other operations teams to fulfill client needs. The goal of this team will be to provide high touch, personalized service that is the bedrock of the customer first support model. TCH’s payment processing support was heavily focused on traditional business hours until the 24x7 RTP product was released. Since that time, customer support hours have expanded, putting a greater emphasis on active support during what was previously considered off-shift.

Qualifications required:

• Bachelor’s degree required; Business Management major preferred
• Minimum 3-4 years in a high touch client service and/or operations role
• Proven leadership skills that includes experience building teams, coaching, and mentoring remote and onsite staff
• Financial Services background focused on payments, investigations, and transaction processing
• Must have experience working with service level metrics and driving continuous improvement using metrics
• Candidate must possess exceptional interpersonal skills, and a strong desire towards issue resolution while maintaining minimal number of handoffs
• Experience managing tense situations while maintaining a calm composure for clients and staff
• Outstanding problem solver with an analytical mindset, excellent organizational skills and demonstrated passion for detail
• Excellent verbal and written communication skills (i.e., the ability to bring actionable insights through effective communication and establish good rapport with internal and external customers).
• Available to provide coverage when needed
• Ability to work in a fast-paced environment with competing time sensitive priorities
• Strong controls mindset to ensure firm policies and procedures are adhered to and regulatory requirements are met

Qualifications desired:

• Experience working in a Mainframe and Windows Distributed systems environment.
• Familiarity with data analysis, intermediate to advanced Excel skills
• Technical aptitude and a demonstrated desire to continuously learn
• Knowledge of ISO 20022 Payments format
• ACH Professional (AAP) certification
• Unisys experience
• Demonstrated knowledge of clearing and settlement functions
• Banking systems background with experience in batch and/or real-time

Essential functions and responsibilities:

• Partner cross-functionally to drive business process improvements through automation solutions such as RPA
• Ensure adequate coverage for vacation, sickness, peer absences
• Manage teams across two sites in a hybrid/remote environment, ensuring frequent touchpoints for inclusivity and cohesion
• Analyze and evaluate existing processes; ensure operations and procedural documentation are up to date
• Oversee implementation of new processes and procedures
• Investigate and troubleshoot any problems that arise with processes, procedures, and operations
• Identify knowledge and skill gaps and actively work to create a multi-skilled team
• Provide training and continuous learning opportunities as product and client needs evolve.
• Evaluate gaps in the functionality of current TCH tools and technologies; deploy improvements that will maximize operational effectiveness and service quality
• Monitor age and quality of cases generated, addressing any concerns quickly

Success factors/job competencies:

• All service level agreements are achieved
• All issues expeditiously resolved and thoroughly documented
• All documentation completed and maintained accordingly
• 100% compliance with internal regulatory requirements
• Ensure training of staff with a focus of skill development and contingency readiness
• Clear and timely communication with internal and external customers and co-workers
• Maintenance of department procedures, schedules, and checklists
• Maintenance and creation of reports for team and management

Physical demands and work environment:

• Work is generally sedentary in nature. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.
• Employees in this position should expect to work a 5-day/week schedule.
• Travel may be required. Employees will report to the office two to three days each week.

The anticipated annual salary range for this position is $110,000-$120,000. Base salary will be determined by the role, experience, skill set and location. For eligible positions, discretionary incentive compensation may be awarded contingent on personal and company performance. Our benefits program includes medical, dental, vision, life insurance, 401k plan with company contribution and company match, tuition reimbursement and more.