Payment Operations Manager

Please reference the schedule and minimum qualifications listed below before applying.

If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at 801-366-6947 option 1 or email [email protected] and every reasonable effort will be made to accommodate your needs in a timely manner.

Job SummaryThe Payment Operations Manager is responsible for overseeing and managing the operations related to machines, card processing, and card transactions. This role involves ensuring the efficient and secure processing of card transactions, compliance with regulatory requirements, and delivering excellent member service.

Job Description

To be effective, an individual must be able to perform each job duty successfully.

·       Analyze data and other information to make strategic decisions to improve team performance, gain efficiencies, improve service, and remove pain points for employees and members

·       Proactively communicate with branch teams, vendors and other stakeholders regarding preventative solutions, active issues and reporting. Ensure all stakeholders have the information needed to continue serving members to the highest level possible.

·       Manage and oversee the processes for card issuance, activation, and maintenance

·       Ensure compliance with all industry regulation relating to payment processes

·       Proactively address payment related complaints with members, employees, vendors and compliance

·       Manage, lead, mentor, develop, and evaluate employees on the team to ensure the team performs at optimal levels

·       Set, monitor and hold team accountable for performance related to KPIs, SLAs, employee service surveys, and goals

·       Proactively identify opportunities for process optimization and implement improvement to enhance efficiency

·       Generate reports on team performance and provide insight to leadership within the organization

·       Oversee and ensure the availability, functionality, and security of branch payment machines

·       Manage relationships with payment vendors and maintain contracts

·       Oversee the planning and execution of machine expansion, upgrades, and effectively communicate the plan to leadership

·       Oversee and manage the cash replenishment process and forecasting for ATM service

·       Research, create, plan, and execute department projects

·       Communicate effectively with employees, peers, and leadership within the organization

·       Analyze transaction and machine data and logs to identify anomalies, trends, patterns, and potential service issues and find solutions

·       Oversee department audits to ensure adherence to industry regulation and organizational policy and procedures

KNOWLEDGE, SKILLS, and ABILITIES

The requirements listed are representative of the knowledge, skills, and/or abilities required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Experience

• Five years of progressive experience within a credit union or financial institution overseeing check and card payment functions.
• Three years in a leadership role of an assistant manager or higher with oversight of medium to large teams.

Education

• Bachelor’s degree from an accredited institution in business, marketing, finance, economics or related field.  Education will be verified. OR three additional years combined with experience years in a progressive financial setting.

Licenses, Certifications, Registrations

N/A

Managerial Responsibility

This position will oversee the Payment Operations department which consists of up to 10 direct reports.

Computer/Office Equipment Skills

• Advanced skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel
• Demonstrated experience with financial core software (Symitar experience preferred)

Language Skills 

• Demonstrated ability to clearly express ideas, methodology, results and recommendations verbally, in writing and through insightful reports and graphic illustrations.
• Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization.
• Demonstrated ability to clearly give instruction to others.

Other Skills and Abilities

• Demonstrated understanding of Payment processing (from transactions initiation to settlement/clearing/dispute management), accounting, and reconciliation process
• Knowledge of backend payment systems for both payment processors and merchants
• Experience managing card network relationships and alternative payment methods.
• Proven success managing external customers and working with internal teams to build new capabilities and implement complex initiatives.
• Knowledge of State and Federal regulatory requirements as related to areas of responsibility (for example: NACHA, ACH operating rules, Reg E, Reg D, Reg CC, Federal Reserve Bank, government agencies and general banking rules).
• Data driven approach for ongoing operational performance measurement and tracking.
• Expertise on internal working of banking systems and card networks preferred.
• Ability to work both autonomously and collaboratively in a fast-paced environment.
• Adaptive to change, responds positively to altered circumstances or conditions.
• Possess a desire and willingness to learn and continually update knowledge base on financial concepts, strategies, systems etc.
• Excellent inter-personal skills including the ability to lead and collaborate with ad-hoc teams.
• Proactively solves problems and actively improves processes and creates efficiencies.
• Professional, exercises personal discretion and independent judgement.
• Self-starter with strong organizing and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timeline.
• Data analytics and data validation skills and proficiency in business data analysis (MS Excel, etc.).

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Ability to sit, talk and hear consistently.

Ability to stand, walk, and use hands to handle or reach occasionally.

Vision Requirements

Close vision (clear vision at 20 inches or less)

Distance vision (clear vision at 20 feet or more)

Weight Lifted or Force Exerted

Ability to lift up to 25 pounds occasionally

Ability to lift up to 50 pounds rarely

Environmental

There are no unusual environmental factors (such as a typical office)

Noise Environment

Moderate noise (business office with computers and printers, light traffic)

Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.