Payment & Deposit Operations Manager

GENERAL JOB DESCRIPTION:

The Payment & Deposit Operations Manager is responsible for overseeing and assisting with payment operations, which consists of various money movement services, including debit & credit cards, ATMs, ACH, wire transfers, check processing, ATM & mobile deposits, and more. Deposit Operations entails oversight of, and assistance with, deposit account administration, such as, IRA accounts, deposit account exceptions, dormant and escheatment processing, backup withholding, account research, legal action on members’ accounts, returned mail, and more. This includes ensuring effective responses to internal and external inquiries, quality member service, and timely completion of back- office responsibilities. The Payment & Deposit Operations Manager also manages various third-party vendor relationships and ensures periodic due diligence is performed and documented. Collaborates with other MCCU leaders to develop strategic growth plans and to execute on payment- and deposit-related, enterprise initiatives.

DUTIES & RESPONSIBILITIES:

• Participates in the selection of new employees for the Payment and Deposit Operations Department; provides training, coaching, mentoring and performs periodic assessments on employees’ performance. Provides on-going training and development opportunities for the Payment & Deposit Operations Team to enhance their skills, knowledge, and performance. Develops and provides material, guides, and other communications for member-facing staff and organizational awareness; answers employee and member questions, as needed.
• The Payment & Deposit Operations Manager works closely with other MCCU leaders to assist in the development of strategies and product roadmaps; key participant in creating project plans and executing implementation of new and/or changing payment and deposit products, including ATM technology, placement, and operations. Maintains professional and technical knowledge by tracking emerging trends in payment and deposit operations.
• The Payment & Deposit Operations Manager leads a team of professionals responsible for different aspects of payment, deposit, and ATM operations, such as system administration & operation, member service, fraud prevention, risk management, compliance, payment settlements, GL balancing & reconcilements, and more.
• The Manager assists in the designing of new card programs; oversees the launch of new card products and the enhancement of existing card programs. This involves collaborating with various line of business leaders, marketing teams, and other stakeholders to create products that meet member needs and align with organization's goals and initiatives.
• Oversees, and assists with, the day-to-day operations of card and ATM programs. This includes managing transaction processing, member inquiries, card issuance (both instant issue and “centrally” issued), payment processing, ATM cash levels, balancing, and reconciling general ledger accounts, and other operational tasks to maximize system uptime and to ensure efficient and accurate processing. Reviews and acts on relevant card and ATM system processor updates.
• Oversees and assists with the day-to-day operations of other payment channels, such as ACH, wire transfers, check processing, including ATM & mobile deposits, and more. This includes balancing, settling, and reconciling various payment GLs and working closely with the Accounting Department to resolve discrepancies timely and accurately.
• The Manager is also responsible for various, day-to-day support for deposit products. This includes liens, levies, garnishments, account freezes, and research. It includes document imaging administration, IRA account administration, annual tax reporting for members (1099 forms), backup withholding, where appropriate, inactive/dormant/escheatable accounts, returned mail, and more.
• The Manager will work together with Senior Management and Risk Management to implement and maintain robust fraud prevention measures, compliance with various industry regulations, and managing potential risks associated with payment and deposit operations. Collaborates with various lines of business to effectively respond to incidents regarding payment and deposit programs. This includes card compromises, breaches, suspicious/fraudulent transactions, ATM functionality, vandalism, and more. Stays abreast of changing regulations affecting department; effectively implements new and changing rules and regulations.
• Assists with preparation of annual budget for payment programs, ATM operations, and other related financial products.
• The Payment & Deposit Operations Manager will be responsible for regularly monitoring key performance indicators (KPIs) related to payment, deposit, and ATM operations. These metrics can include card & ATM transaction volumes, card activation rates, interchange income, deposit volumes via ACH and ATM and/or mobile deposits, ATM performance, member satisfaction, and more.
• The Payment & Deposit Operations Manager meets with various card, ATM, and cash delivery vendors on a regular basis to maintain solid working relationships; optimizes operations for various services, for example, card production, payment processing, technology solutions, cash deliveries/schedules, and more.
• Subject matter expert on the technology platforms and systems that support payment and deposit operations. This includes working with vendors and internal IT department to ensure that systems are up-to-date, secure, and capable of handling transaction volumes.
• Identifies opportunities for process improvements and automation to enhance operational efficiency, reduce errors, and improve member satisfaction.
• Provides high level project management assistance, as needed, to deliver on strategic and operational objectives. Participates in other, project-related activities.
• Performs other duties as assigned. In Chief Operations Officer’s absence, may attend meetings for and act on their behalf.
• Foster and maintain positive relationships with both co-workers and members by actively embracing and demonstrating MCCU's culture, known as IMPACT.

ESSENTIAL JOB REQUIREMENTS:

• Represents Members Choice Credit Union as appropriate in its relationships with members, sponsor organizations, suppliers, other financial institutions, and similar groups.
• Provides friendly, prompt, professional, and accurate support to all internal and external members.
• Delivers, encourages, and sustains a positive and professional work environment.
• Maintains a dependable record of attendance and timeliness.

SKILLS/ABILITIES:

• Self-sufficient in handling all payment, ATM, and deposit servicing and operational duties.
• A significant level of trust and diplomacy is required, in addition to courtesy and tact.
• Excellent verbal and written communication skills.
• Clearly articulates ideas and concepts using straightforward language and avoiding jargon. Tailors the complexity of information presented based on the audience's background and expertise.
• Promote and participate in a fast-paced, collaborative, cooperative, and productive work environment.
• Foster a positive and professional work environment.
• Strong desire to deliver excellent Member Service.
• Significant knowledge of payment products, including debit & credit card products, rules, and regulations, ATM regulations and functionality.
• Excellent interpersonal, written, and oral communication skills.
• Strong organizational skills.
• Ability to simultaneously manage multiple tasks.
• Attention to detail.
• Willingness to take initiative and ownership.
• Proficient computer skills
• Professional office appearance.

EDUCATION & EXPERIENCE:

• Education: Bachelor's degree or equivalent experience
• Minimum of four years of financial institution experience
• Minimum of three years management experience
• Minimum of two years of experience in card operations and servicing
• Proficient in Microsoft and Credit Union software applications

PHYSICAL/MENTAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of the job, the employee is regularly required to stand, sit, walk, use hands to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch or crawl, and talk or hear.
• The vision requirements include close vision and ability to adjust focus.
• The mental demands include detailed work, problem solving, member contact, reasoning, math, language, written and verbal communications, analytical reasoning, stress, multiple concurrent tasks, and constant interruptions.
• Nature of position requires physical mobility and ability to lift a minimum of 20 pounds.
• Must have flexibility to deal with changing work hours and locations as needed.
• Ability to travel to all branches on a regular basis.
• Ability to work late nights, weekends, and holidays, when necessary, when performing important system maintenance or system conversions