Payment Services Supervisor

Role:
To be responsible for the daily operational duties of the Payments department staff abiding by relevant policies and procedures put forth in place by the Credit Union. To advise and decision Payments related issues that arise day to day. To assist members with daily operations of their card accounts; control issuing, blocking, or renewal of Debit or Credit cards as well as monitor ACH activity and exceptions, monitor bill payment activity and exceptions, monitor incoming and outgoing wires and monitor and support online payment activity. To assist other branch personnel with issues. To be proficient in usage of a wide range of payment methods and provide members support for these methods, primarily via phone but by any method the member's request.

Essential Functions & Responsibilities:

• Oversee the daily operations of the Payments department. Assist staff with problems and allocate staff to ensure completion of assigned department responsibilities.
• Be proficient in usage of a wide range of payment methods (including but not limited to ACH,
• Drafts, external transfers, debit/credit cards, RDA, instant payments, and other cash services) and
• be able to provide member support resulting from variances in merchant processing methods.
• Train, direct, and evaluate employee performance for assigned staff within department. Participate in hiring new employees and recommend promotions/transfers and salary adjustments.
• Assist the VP of Payment Services with analyzing payment trends and usages, and suggest operational efficiencies within the department, constantly seeking improvements of processes.
• Act as a liaison, escalation contact, collaborator, and bridge between the various operational branch needs, credit union staff, and our members.
• Performs other job-related duties as assigned.

Performance Measurements:
1. Ensure all activities within department are carried out within the prescribed time frame, according to policies and procedures with zero errors.
2. Provide informed, professional and accurate service and support to all customers and associates by responding to email, messages, and other correspondence within 3 hours.
3. Suggest, develop and implement approved enhancements to the processes and procedures of the department to achieve greater efficiency. Provide ongoing feedback in regard to changes in processes, software, personnel or business plans that increase efficiency or reduce costs.
4. Troubleshoot and resolve member and internal inquiries in a timely and accurate manner.

5. Complete and submit all assigned reports in a timely, accurate manner.
6. Monitor fraud trends and suspicious activity over the spectrum of payment products and give notice to the appropriate departments or staff of any situations that need further monitoring.
7. Maintain a cohesive, highly trained, motivated staff sufficient to meet daily department demands.
8. Note observations of employee performance. Give and receive feedback. Completing performance reviews. Ensure direct reports achieve their individual goals.

Knowledge and Skills:
Experience: Five years to eight years of similar or related experience.

Education: (1) A bachelor's degree, or (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g., information technology certifications in lieu of a degree).

Interpersonal Skills: Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Other Skills: Must have good communication skills. Must be detail oriented and organized.

Physical Requirements:

Work Environment: No hazardous or significantly unpleasant conditions (such as in a typical office).

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

Multipli Credit Union is a participant in E-Verify, which allows verification of eligibility for employment in the United States for all applicants.  

Salary : $68,088 - $102,133