E-Services Support Manager

Salary: $81,098.16 - $100,180.08

Location: Eugene, OR – This position is hybrid (both on-site and remote) in Oregon.

OCCU is here to enrich lives. We do this by hiring tenacious, humble, and big-hearted individuals who are driven to work hard; contribute to an outstanding member experience; support their community through volunteering and advocating for community needs and are dedicated to their own individual growth and development.

The E-Services Support Manager ensures all electronic, check processing, ACH, wire and other similar activities are conducted to the highest quality daily. They focus on frictionless user journeys for members and staff. They stay abreast of payment and money movement trends, making recommendations to leadership to ensure OCCU stays relevant in the payment landscape for our users. This manager understands the use cases and segments that OCCU serves relative to money movement (i.e., businesses, indirect, student, etc.) They play a critical role in serving as the product manager of money movement and championing user experience on large-scale, complex projects, including digital transformation projects and system conversions.

Leadership

• Hire, schedule, develop, coach and assess assigned team members which results in a highly functioning and effective organization that results in a competitive advantage of providing best in class member service.
• Develop goals for each team member which align with organizational goals.
• Oversee performance management with the guidance and assistance of Human Resources if it moves into disciplinary action.
• Ensure all assigned team members have a development plan in place.
• Conduct regular feedback and development meetings with all assigned team members.
• Maintain a cohesive, highly trained and motivated team who effectively meet daily department demand and long-term organizational goals.
• Provide consistent communication to their teams to ensure they understand the objectives and organizational goals and how each contributes to these.
• Consistently monitor communication channels and ensure that priority messages are being shared with teams.
• Encourage team members to consistently improve processes and use available resources to automate and create economies of scale when possible.
• Drive constant improvement in both Employee Engagement Scores and Net Promoter Scores.
• Lead team members through change management effectively when required.
• Establish and maintain commitments and professional business relationships with team members, members, vendors, the community, professional organizations and credit union trade organizations.
• Play a positive role in the development and growth of assigned team members through excellent communication skills, both verbal and written, along with strong delegation skills assuring a highly effective, cross-trained staff.
  
  

Role Specific

• Ensure departmental workload is distributed appropriately so that the work is completed on time and that appropriate checks and balances are in place. Maintain cross-training to achieve strong back up of duties.
• Develop an appropriate skill set within department to support, enhance and optimize the money movement processes.
• Ensure that end user and staff experience are a driving force when identifying opportunities for process optimization, automation opportunities and digital experience enhancements. Identify opportunities, propose recommendations and implement changes.
• Research and respond to member complaints received internally and externally in a timely manner. Adhere to the member complaint procedures and partner with Regulatory Compliance when requested.
• Develop and implement a roadmap to support both business and consumer payment functionality. Support the Digital Evolution Roadmap to grow and optimize the payments portfolio.
• Identify opportunities and create operational strategies to increase operational efficiency, cost-effectiveness and overall delivery of money movement based on industry trends and knowledge of best practices.
• Develop program standards and procedures to ensure appropriate controls are implemented, maintained and monitored for all responsible programs.
• Ensure that all internal procedures and policies are complete, documented and appropriate.
• Perform daily tasks to balance and maintain integrity of transaction processing for electronic channels such as, bill payments, check deposits, , remote deposit capture, ACH, wires and member adjustments (exceptions and returns). Balance general ledger accounts daily as well as certification of all electronic channel GL’s monthly.
• Assist with auditors, examiners and other outside professionals to coordinate and prepare supporting documentation for audits and exams. Prepare responses to recommendations or findings as a result of an audit or exam within the requested timeframe.
• Manage business and technical projects on behalf of the E-Services team; participate on projects by bringing subject matter expertise and ensure money movement processes and experiences are considered and represented. Act as back-up support to team members and perform job duties as necessary.
• Manage key vendor relationships including escalation, annual due diligence, contract amendments and add-ons. Perform audits periodically to ensure accuracy and compliance with applicable regulations and OCCU policies and procedures. Stay current on all related legal and compliance matters.
  
  

To Thrive In This Role, You Must Have

• A minimum of five years of experience in the financial industry, with specific knowledge and hands-on working experience within the scope of EFT, NACHA, Wires, ACH, and/or Accounting.
• A minimum of three years of direct management experience, including coaching and development individual contributors.
• NACHA / Accredited ACH Professional certification required.
• Project Management or project participation in an agile pm method experience preferred.
• Reconciliation experience preferred.
  
  

Associate degree required and/or demonstrated experience driving measurable business outcomes.

An equivalent combination of experience and education that demonstrates the knowledge, skills and abilities required for the position will be considered in lieu of the outlined requirements.

Qualified candidates for this position will have the relevant education and experience necessary to perform the essential functions and meet the minimum performance expectations for this position with or without accommodation.

OCCU Offers a Robust Compensation And Benefits Package Including

• Low-cost medical, dental, and vision insurance.
• 401(k) retirement plan with employer match.
• Paid time off in addition to 12 paid holidays.
• Tuition reimbursement for eligible education and training.
• Company-paid long-term disability.
  
  

OCCU is an Equal Opportunity Employer.