EFT Support Supervisor

At WSFS Bank, we empower our Associates to grow their careers, guide our customers to secure their financial futures, and actively support our Communities so they can fully thrive. Careers with WSFS Bank offer an inclusive and supportive culture, competitive salaries, advancement opportunities, and more. We are the region's locally headquartered bank and wealth management company. We are honored to consistently be named a Top Workplace by our Associates, who make a difference every day for the people, businesses, and Communities we serve. We Stand For Service® is more than part of our name, it’s our mission and our purpose.

The EFT Supervisor will support a team that is highly focused on delivering superior customer service and performing critical functions related to ACH and Wire Transfers for internal and external clients. The Supervisor is responsible for the daily management of the team to ensure that transactions are processed accurately and timely by motivating, recognizing, coaching, training, and problem solving to meet established service levels. A critical aspect of the position is to manage the internal or external customer escalations, either independently or in conjunction with an EFT Support Specialist, through to resolution that is consistent with WSFS mission and values. The Supervisor will be a key contributor in discussions and planning with the Leadership Team on development, analyses, and implementation of staffing, training, reward/recognition, team building, etc.

Job Responsibilities:

• Manage the daily operations of the EFT department by providing stellar technical, operational, and support to Clients (internal/external).  
• Prioritize and delegate distribution of workload to team. 
• Oversee the team’s performance and monitor adherence to SLAs.
• Provide feedback to Associates regularly in a constructive and collaborative manner that aligns with the WSFS principles.
• Coordinate staff training and onboarding process for new team members.
• Responsible for escalating/communicating high customer/bank impact issues. 
• Lead the completion of daily functions associated with ACH processing, ACH disputes, worklist items in OVA, and alerts in Watch List Reporter. 
• Recommend process improvements, enhancements to operating efficiency, and areas for team development to Leadership.
• Create, deploy, and monitor necessary modifications to team through change management.  
• Contribute to a positive work environment by actively listening to Associates, providing clear communication, offering regular feedback, recognizing achievements, fostering collaboration, promote Associate development, demonstrate empathy, and leading by example to ensure team feels valued and supported in their roles.   
• Manage and amend (when necessary) written departmental procedures and process documentation. 
• Regularly review and identify outdated procedures requiring revisions.
• Assist with change management of new or changed procedures to ensure understanding and compliance amongst the team. 
• Actively lead or participate in projects as the subject matter expert.  
• Perform necessary testing, assists with the implementation and documentation of product, and system and operational changes.  
• Adhere to all relevant laws and regulations governing Patriot Act BSA/AML and OFAC.
• Maintain knowledge of local and Federal regulatory changes that affect the business’ processes/procedures.  
• Review and release or refer and escalate to compliance all sanction suspects based on scoring parameters and defined procedures.  
• Perform the review of Client all-in wire agreements and documentation to ensure accuracy and completion.
• Work directly with internal partners to resolve any document deficiencies and monitor documentation exception and resolution processes.  

Minimum Qualifications:

• Minimum of 4 years previous experience in EFT operations or similar payment operations. 
• Must have experience in a Senior role or previous leadership experience either formally or informally through leading projects and initiatives.  
• Previous customer service experience, in the banking or financial industry is a plus, but not required.  
• College degree is preferred.  
• FIS product suite is preferred.   
• Leadership and/or supervisory experience is a plus. 
• AAP certification is a plus. 
• Must have proficient knowledge of ACH and Wire processing, transfers, risk, compliance, regulations, etc.
• Must understand and comply with all aspects of BSA/AML and OFAC regulations.
• Must have a strong knowledge of ACH processing including understanding of Regulation E and NACHA rules/regulations.
• Must possess the ability to identify and report, suspicious and/or fraudulent activity.
• Must have a thorough understanding/functional knowledge of Internet tools, concepts, and navigation with the working knowledge of business applications and funds transfer systems.
• Must have high degree of accuracy, productivity, and ability to multitask in a high-volume environment.
• Must have fundamental leadership skills with collaborative abilities and the comfort level to engage/offer feedback to subordinates/Leadership Team.  
• Must have excellent oral and written communication skills, with the ability to communicate with Clients or Associates accurately and effectively at all levels.
• Must demonstrate proven active listening skills with the ability to articulate the needs of our clients and your team.
• Must possess the ability to diffuse matters of escalations while also preserving the client relationship and the bank’s reputation.
• Must possess strong technical writing skills and the ability to accurately document processes and procedures.