ACH & RTP SUPERVISOR

At Nicolet National Bank, our culture is based on the principles of community banking, putting the needs of our customers at the forefront of our decision-making. Our Core Values drive everything we do, and we are committed to serving our customers with excellence. We believe that every job in our organization is critical to our success, and we are dedicated to creating a work environment where our employes feel valued, respected, and supported. With locations in Wisconsin, Michigan, Minnesota, and Florida we are proud to service our local communities and make a positive impact on the lives of our customers. At Nicolet National Bank, we believe that our people are our most valuable asset, and we are committed to investing in their growth and development.

The ACH & RTP Supervisor is responsible for leading and managing the ACH and RTP Operations team to provide exceptional customer service and operational support related to the ACH and RTP payment rails and services for the Bank. Performs all duties in accordance with the Company’s policies and procedures, all state and federal laws and regulations.

As an ACH & RTP Supervisor, you will:

• Provides a full range of professional, technical, and general support to Bank personnel.
• Ensures service standards are delivered to customers in each interaction through various channels, utilizing call recording and on the spot coaching to improve the customer experience.
• Coaches staff to provide excellent customer service by addressing needs, concerns and inquiries regarding services offered, products, fees, and operational questions.
• Coordinates and cross trains teams to ensure proper coverage is available.
• Coaches’ teams to look for opportunities to better serve customers through product knowledge.
• Responsible for the development and overall supervision of the ACH and RTP Operations Team with training in bank products, operations, effective use of processes and systems, compliance and risk management while contributing to the bank’s growth strategies and goals, and policies and procedures.
• Partners with other stakeholders to review, recommend and design new procedures and processes to improve daily operations and make processes more efficient and effective.
• Develop and maintain procedures, user guides and training material for assigned roles.
• Resolves problems and handles client escalation within given delegated authority.
• Uphold Nicolet’s philosophy and policies by maintaining appropriate controls to ensure full compliance with applicable laws and regulations, thereby fulfilling legal responsibilities and enhancing the quality of services provided by Nicolet.
• Understand and communicate the value of diversity within the workplace and to work successfully with others without regard to age, gender, race, sexual orientation, ethnicity, culture, religion, disability status, socioeconomic status or other non-job-related classification, including a commitment to Nicolet’s policies on equal employment opportunities and non-discrimination with a willingness to pursue efforts of inclusion and respect toward different perspectives.
• Performs all other duties as assigned.
  
  

SUPERVISORY RESPONSIBILITES:

Directly supervise the ACH & RTP Team in accordance with Nicolet’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; coaching, mentoring and development planning; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

• Accredited ACH Professional (AAP) Accreditation.
• Bachelor’s degree or equivalent preferred.
• 2 years of banking experience required.
• 5 years of payments experience in ACH, RTP, or related area preferred.
  
  

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities and skills required for the position.

Equal Opportunity Employer/Veterans/Disabled