Are you a seasoned professional in digital payments and operations looking for a new challenge? Join Mercantile Bank as a Full-Time Digital Payments and Operations Assistant Manager where you'll have the opportunity to lead and drive innovation in payment solutions. This role offers the flexibility to work from home 2-3 days per week after the initial training period, allowing you to achieve a healthy work-life balance. With a competitive salary, you can take your career to new heights and make a real impact in the banking industry. Don't miss out on this exciting opportunity to be part of a dynamic and forward-thinking team at Mercantile Bank.

You will have benefits such as Medical, Dental, Vision, 401(k), Health Savings Account, Flexible Spending Account, Competitive Salary, Paid Time Off, Paid Sick Time, and more.

A LITTLE ABOUT MERCANTILE BANK

Mercantile Bank was created with a goal to deliver financial solutions that empower people and businesses to achieve their dreams, while bettering the lives of its employees and their communities. We have grown from a humble idea to over 40 locations, 5.25 billion in total assets, and nearly 700 employees. Our values remain at the heart of everything we do - through inclusivity, innovation, and collaboration, we achieve excellence every day and are accountable not only to our customers, but to our employees and the communities in which we serve. We are proud to invest in our people and our communities, and our employees show their integrity in every interaction. We believe in hiring people based on their character and if necessary, teaching them the skills they need to be successful. We focus on developing employees and seek to promote from within whenever possible. Our reputation as a great place to work didn't just happen. Our intentional efforts to provide excellent benefits, competitive wages and bonuses, volunteer opportunities, and many options for you to get involved, whether your interest is in learning more about banking, sharpening your leadership skills, or planning a fun activity we have a way for you to get connected with others in the bank and the community. We're proud (but honestly not that surprised) to be one of West Michigan's Best and Brightest Companies to Work For, 20 years and counting.

MAKE A DIFFERENCE AS A DIGITAL PAYMENTS AND OPERATIONS ASSISTANT MANAGER

As the Full-Time Digital Payments and Operations Assistant Manager at Mercantile Bank, you will have the exciting opportunity to lead a dedicated team in overseeing digital operations and payment processing functions. Your role involves ensuring accurate and timely processing while providing ongoing development and training for the team, fostering a culture of continuous learning and excellence. You will be responsible for various areas including ACH processing, wire transfers, remote capture processing, bill pay, fraud analytics, and more. Your commitment to professionalism, confidentiality, and exceptional customer service will be key in driving the success of our digital payment operations.

ARE YOU A GOOD FIT FOR THIS DIGITAL PAYMENTS AND OPERATIONS ASSISTANT MANAGER JOB?

To excel in the role of Full-Time Digital Payments and Operations Assistant Manager at Mercantile Bank, candidates need to possess a diverse set of skills and competencies. These include the ability to provide oversight to the digital operations team, ensuring staff is well-trained and maintaining comprehensive training documents. Critical skills involve conducting performance reviews and development plans for team members, monitoring incident queues, and assisting with customer service standards. A successful candidate should be adept at developing and maintaining departmental procedures to comply with regulatory guidelines and standards, as well as assisting with fraud investigations and process automation initiatives.

Familiarity with various vendor applications and payment regulations like NACHA ACH Operating Rules is advantageous, along with strong analytical, problem-solving, and communication skills. This role requires adaptability, attention to detail, and the capacity to thrive in a dynamic and ever-changing environment.

Essential Job Function:

• Oversight of Digital Operations team, ensuring staff is properly trained to successfully meet job requirements and that training documents are created and maintained for all processes and job functions.
• Complete JPS's, Performance Reviews, and Development Plans for Senior Digital Payments & Operations Specialists and Digital Payments & Operations Team Leads.
• Assist Team Leads with ensuring high levels of customer service, quality of work, productivity, communication and other standards identified in procedures and JPS's.
• Monitor incident review queue for Digital Operations incidents that need manager attention and ensure all incidents are processed properly and timely.
• Assist in development and maintenance of departmental procedures to maintain compliance with regulatory guidelines and industry standards.
• Work with Digital Payments and Operations Manager to provide audit documentation and preparation. Ensure the department is held to audit requirements and standards.
• Assist Digital Fraud Team with fraud investigations and electronic payment returns.
• Assess and make recommendations for process automation opportunities.
• Assist in administration of internal systems access to bank staff including new user set up, unlocking accounts and password resets.
• Participate in testing system upgrades and encourage/facilitate testing of upgrades throughout the team.
• Help to coordinate Disaster Recovery testing.
• Escalation point for internal/external customer support questions, problems or other decisions requiring manager level support or approval.
• Escalate problems and issues with various systems/vendors. Follow and track any related tickets or cases and collaborate with internal resources and/or vendors for resolution.
• Risk mitigation with all processes.
• Other duties and projects as requested.

Knowledge and skills required for the position are:

• Familiarity with the following vendor's application is helpful, but not necessary: Q2, Centrix a Q2 company, iPay, Jack Henry Profit Stars, Fiserv Payments Exchange, & FedLine.
• Knowledge of the NACHA ACH Operating Rules and digital payment regulatory rules
• One or more payment certifications.
• Adaptable to an Internally and Externally Changing Environment
• Analytical and Problem Solving Skills
• Operational with a Proven Ability to Develop Procedures
• Organization and Attention to Detail
• Verbal and Written Communication Skills

YOUR NEXT STEP

So, what do you think? If you feel this is the right career for you, go ahead and apply! We look forward to meeting you!