Payment Services Manager

ROLE: Responsible for overseeing the daily operations of the Payment Services Department, which includes Cards, ACH, Checks, A2A, and P2P transactions. Serves as a functional expert on all payment related services, with a solid understanding of payment network rules and the payments industry including mobile payment systems. Ensures that department activities meet the needs of the members, comply with all policy and regulatory requirements, and are administered to minimize risk to the institution. Responsible for the development and realization of department strategies in accordance with the organization's short- and long-term strategic goals.

MAJOR DUTIES AND RESPONSIBILITIES:

• Effectively leads direct reports and their teams, with a focus on maximizing productivity and efficiency. Leads the department to success by conducting evaluations, provides coaching and mentoring, recognizes achievements, and enforces accountability, all while fostering a positive and collaborative work environment. Ensures departments compliance with regulatory requirements and alignment with the organization's mission, values, policies, and rules.

• Oversees ATM, debit, credit, and prepaid card service operations in a manner that ensures smooth and responsive member and team support for any card-related issues. Identifies and mitigates risks associated with card services, including legal compliance and reputational risks. Monitors card program performance, analyzes trends, implements process improvements, and reports on department activities and performance.

• Oversees item processing operations in a manner that ensures the timely, efficient, and accurate handling of financial transactions. Identifies and mitigates risks associated with the processing of check, ACH, remote deposit, A2A, and B2B transactions, including legal compliance and reputational risks. Monitors item processing performance, analyzes trends, implements process improvements, and reports on department activities and performance.

• Oversees fraud and dispute operations in a manner that protects members and the Credit Union from financial losses, ensuring member satisfaction and trust in the organization. Oversees the investigation and resolution of fraudulent transactions and member disputes. Identifies and mitigates risks associated with fraud and disputes before they become larger issues, including legal compliance and reputational risks. Monitors fraud and dispute performance, analyzes usage and loss trends, implements process improvements, and reports on department activities and performance.

• Represents the organization's vision, mission, and values through community outreach and educational initiatives. Develops and maintains professional business relations with all stakeholders, ensuring a positive and consistent image is conveyed at all times.

• Keeps management informed of area activities and any significant problems. Attends, actively participates, and leads meetings, as needed. Serves on relevant internal and external committees and boards.

• Designs and enforces department policies and procedures which comply with legal regulations and align with the institution's goals. Adheres to all organizational policies and procedures, ensuring regulatory and legal compliance across all operations.

• Oversees and/or completes all projects, as assigned, accurately and in a timely manner.

• Delegates assignments when appropriate, while remaining ultimately responsible for the effective completion of the assignment.

KNOWLEDGE AND SKILLS:

Experience

2-5 years of similar or related experience, including preparatory experience. Extensive relevant experience, with a proven track record in a leadership role and in-depth knowledge of the financial services industry and understanding of relevant processes, laws, and regulations.

Education, Certifications, Licenses

• High school education or GED
• Bachelor's degree in management or related field, including relevant certifications, is preferred.

Interpersonal Skills
Adaptability: Flexibility in handling change, challenges, and uncertainty in a fast-paced environment.
Active Listening: Being attentive and responsive to the ideas and concerns of others, demonstrating

understanding and respect.
Communication: Excellent verbal and written communication skills for conveying information clearly and

persuasively to diverse audiences.
Conflict Resolution: Skills in identifying, addressing, and resolving conflicts constructively.
Emotional Intelligence: High level of self-awareness, empathy, and the ability to understand and manage

one's own emotions and those of others.
Ethical Integrity: Strong dedication to ethical principles in all decision-making and professional interactions,

with a focus on transparency, fairness, and respect.
Leadership: Ability to inspire and motivate, set clear goals, and lead by example.
Negotiation: Ability to negotiate effectively with various stakeholders, balancing the needs of the organization

with those of others.
Problem-Solving: Strong analytical and critical thinking skills to solve complex problems effectively.
Team Building: Aptitude for fostering a collaborative team environment and encouraging positive

relationships among team members.

Other Skills
Operational Efficiency: Skills in optimizing operational processes for increased productivity and cost effectiveness.
Project Management: Ability to plan, execute, and oversee projects, ensuring they are completed on time,

within budget, and to the desired quality standards.
Technology Proficiency: Staying informed and adept with relevant technology and digital tools that can

improve efficiency and decision-making.
Risk Management: Identifying, assessing, and mitigating potential risks to the organization.
Data-Driven Decision Making: Utilizing data and analytics to inform decisions, identify trends, and drive business insights.
Innovation: Encouraging and fostering an environment where creative thinking and innovation are welcomed and rewarded.

ADA Requirements

PHYSICAL REQUIREMENTS

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and

occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation.

Must be able to operate routine office equipment including computer terminals and keyboards, telephones,

copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8

hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or

requested by management. Must be capable of regular, reliable and timely attendance.

WORKING CONDITIONS

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

MENTAL AND/OR EMOTIONAL REQUIREMENTS

Must be able to perform job functions independently or with limited supervision and work effectively either on

own or as part of a team. Must be able to read and carry out various written instructions and follow oral

instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand

computer basics. Must be able to speak clearly and deliver information in a logical and understandable

sequence. Must be capable of dealing calmly and professionally with numerous different personalities from

diverse cultures at various levels within and outside of the organization and demonstrate highest levels of

customer service and discretion when dealing with the public. Must be able to perform responsibilities with

composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.

Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of

exercising highest level of discretion on both internal and external confidential matters.