Payment Services Manager

Payment Services Manager

Located at our Longview, WA office (This is not a remote position)

Fibre Federal Credit Union offers a vibrant, exciting, and challenging workplace in the fast-paced financial industry in the Lower Columbia region and along the Oregon coast. Join our team and see what it means to be people helping people.

Fibre Federal Credit Union is seeking a Payment Services Manager for our Longview, WA location.

Wage Range: $73,582.94 to $114, 973.34
* The range above allows our employees room for growth through annual merit and other pay increases based on performance. The target pay range for this position is typically within the first half of the range. Compensation decisions are determined using factors such as relevant job-related skills, experience, and education or training. Should an offer for employment be made, we will consider individual qualifications.

BENEFITS

• Competitive Salary
• Benefits Package including: 100% employer paid health, dental, vision, life, and disability insurance for the employee
• Paid Vacation Time
• Paid Volunteer Hours
• 6% 401(k) Plan Contribution
• 10 Paid Holidays
• 2 Floating Holidays
• Opportunities for growth within the company

POSITION OVERVIEW

The Payment Services Manager has the responsibility to oversee the daily operations of physical card services (debit and credit cards), digital money movement services, and check processing services. Other responsibilities include managing, training, and developing the Payment Services team and supporting the AVP/Back Office Administration with upgrades to existing products and services and the implementation of new products and services.

The Department requires a staff team well versed in the services and products of the Credit Union, with an enhanced knowledge of payment service offerings.

PRIMARY FUNCTIONS

• Provide leadership and management for operational and developmental activities of the Payment Services support team including planning, scheduling, assignment of work, training, coaching, and mentoring.
• Assist and provide guidance to employees and members in person and through various communication channels.
• Serve as escalation point for support and troubleshooting. Provide guidance and direction in resolution of escalated and/or complex issues related to debit/credit cards, digital money movement services, procedures, and systems. Maintain communication with Credit Union Management, staff, and departments, sharing relevant information.
• Represent the Credit Union with third-party vendors who provide services and impact/influence the Credit Union’s payment services and products. Stay current on system upgrades related to ancillary services.
• Stay current on and coordinate implementation of upgrades to Payment Services products, services and systems, ensuring efficient and effective functioning.

SPECIFIC RESPONSIBILITES

• Maintain a current and comprehensive knowledge of all Credit Union services, products, policies, and procedures, with enhanced focus on the payment services experience.
• Provide technical, reference, and risk management support to all staff and management with issues and questions regarding Credit Union payment services, procedures, processes, and supporting core and vendor solutions.
• Understand and be able to assist with all Payment Services support staff duties and responsibilities.
• Lead, oversee, monitor, and provide direction for daily operations of the team and member service expectations.
• Deliver accurate and timely feedback regarding employee performance. Prepare and deliver approved employee performance evaluations.
• Use judgment and independent decision-making authority to perform appropriate risk analysis and achieve resolutions when performing duties and providing support/assistance to staff for items and situations outside procedures and/or their authority limits.
• Analyze, research, report, and resolve complex issues and complaints. Utilize appropriate resources to resolve problems effectively and accurately, actively looking for alternatives and solutions. Demonstrate adaptability, positivity, and problem solving when faced with unfamiliar and/or complex situations.
• Continually monitor, evaluate, develop, and communicate specific recommendations to the department AVP and EVP. This includes improvements to workflow efficiencies, products, services, policies, and procedures to ensure member service expectations are met while maintaining the safety and soundness of the Credit Union.
• Monitor, research, and understand how system releases and upgrades affect operations; communicate and recommend management changes and possible functionality updates. Facilitate and complete release and functionality enhancement testing.
• Monitor, research, and understand Regulations updates and how they affect systems and operations; communicate and recommend management changes and possible functionality updates. Facilitate and complete validation and update.
• Assist with the preparation of monthly statistics on growth, trends, and member utilization, as directed.
• Coordinate and implement approved changes to policies, procedures, and processes as needed.
• Audit Program Development: Perform periodic audits and quality assurance reviews to ensure department staff is adhering to policies, procedures, and internal controls.
• Attend and participate in meetings and committees as required.
• Support and encourage the Credit Union’s mission and values, ensuring the Credit Union’s reputation is maintained and always projected. Follow Credit Union policies and procedures for compliance with all laws and regulations.

POSITION QUALIFICATIONS

• Problem Solving - Individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
• Interpersonal Skills - Individual maintains confidentiality, remains open to others’ ideas, and exhibits willingness to try new things.
• Written & Oral Communication - Individual speaks clearly and persuasively in positive or negative situations. Individual edits work for spelling and grammar, presents numerical data effectively, and can read and interpret written information.
• Planning/Organizing - Individual prioritizes and plans work activities, uses time efficiently, and develops realistic action plans.
• Quality Control - Individual demonstrates accuracy and thoroughness and monitors own work to ensure quality.
• Dependability - Individual is consistently at work and on time (except for those cases protected by law which are outlined in the Employee Guide), follows instructions, responds to management direction, and solicits feedback to improve performance.
• Observes Policies/Procedures - Individual sets an example in observing (following) Credit Union policy and applicable Standard Operating Procedures, as well as those in the Employee Guide.
• Image - The individual must display a positive and professional image.

APPLICANT REQUIREMENTS

Possess high school diploma or equivalent

Applicants must have at least two years of financial institution experience and one year of previous experience in a supervisor or managerial role, or equivalent preferred.

Must be bondable

Learn more about Fibre Federal Credit Union and TLC Credit Union at our website: www.fibrecu.com

All offers for employment with Fibre Federal Credit Union are contingent upon the candidate having successfully completed a background check, credit check, and drug screening.

AAP/EEO Statement: Fibre Federal Credit Union is an equal opportunity employer. The Credit Union makes employment decisions on the basis of merit. We want to have the best available persons in every job. The Credit Union policy prohibits unlawful discrimination based on race, color, religion, creed, sex, gender, sexual orientation, gender identity, marital status, age, national origin, or ancestry, physical or mental disability, veteran status, genetic characteristics or information, or any other consideration made unlawful by federal, state, or local laws. All such discrimination is unlawful and not tolerated by the Credit Union. At the Credit Union, we are committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Credit Union and prohibits unlawful discrimination by any employee of the Credit Union, including supervisors and co-workers.