What are the responsibilities and job description for the Payment Operations Manager position at The Dart Bank?
Payment Operations Manager
ABOUT WEST TOWN PAYMENTS, LLC
West Town Payments, LLC is a provider of compliance-focused, technology-enabled payment processing solutions to merchants throughout the U.S. The Company offers a highly secure, comprehensive commerce platform for physical point-of-sale, online, contactless and mobile merchants. Through old-fashioned values centered around transparency and modern technology, West Town Payments is committed to implementing tailored payment solutions to targeted compliance-driven and traditional business verticals.
POSITION SUMMARY
The Payment Operations Specialist will be responsible for providing proven innovative solutions within the Payment and Merchant Technology space. Deliver solutions across traditional payment networks and trending payment networks including merchant services. Determine the technical and operational feasibility of solutions.
GENERAL QUALIFICATIONS
Required Education:
Bachelor’s degree in marketing, business administration, communication or other related area or equivalent experience. AAP certification preferred.
Required Knowledge:
- A knowledge of the overall aspects of merchant processing and bank compliance is required.
- Knowledge of the various regulatory requirements for a financial institution is required (BSA, OFAC, Privacy, Identity Theft/Prevention, HMDA, RESPA, TRID, etc).
- Knowledge of network integration with 3rd party networks including Zelle, ACH, ATM, RTP, and Card Networks. Knowledge of NACHA Operating Rules & Guidelines.
- Additional banking courses through a banking school a plus.
Required Experience:
- Minimum of 3-5 years of direct industry experience in merchant processing operations.
- 2 years Operational knowledge of high volume ACH payments processing, reverse wire, and real-time payments
- Payment processing, Merchant Acquirer and Merchant Services experience
Required Skills:
- Strong customer services and technical services focus and detail orientation.
- Strong oral and written communications and interpersonal skills.
- A critical focus on accuracy.
- Ability to establish priorities, work collaboratively, and meet objectives.
- Ability to work independently, but with a team focus.
- Ability and confidence to make sound decisions.
- Ability to maintain confidentiality.
- Ability to manage multiple projects and initiatives.
- Good organizational skills.
- Ability to analyze and research an issue; conveying of urgency when necessary, while managing the issue to closure.
- Ability to follow up with an issue/project until completion.
- Ability to manage multiple priorities in a fast paced environment.
- Good follow-through skills and ability to resolve issues in a timely manner.
- Must have strong interpersonal and customer services skills to be able to establish and maintain productive, positive and cooperative relationships with ISOs, co-workers, and vendors.
- Proficiency in Windows based computer applications (Microsoft Office Suite) and other applications and systems as necessary.
Physical Demands/Work Environment Requirements:
Vision, hearing, speech, movements requiring the use of wrists, hands and/or fingers. Must be able to sit, stand, stoop and bend. A valid driver’s license is required. Must have the ability to work approximately 40 hours per week to fulfill the essential functions of the position.
Mental Demands:
Strong analytical skills and data-driven tactics will contribute to increased results-oriented experimentations, measurements and rapid iteration across a wide variety of digital marketing strategies. Learning, thinking, concentration, the ability to influence, lead and interact well with others, the ability to exercise self-control, and the ability to work under stressful conditions, particularly in customer and employee relations’ situations are necessary. Must have the ability to make decisions and exercise discretion when necessary.
ESSENTIAL FUNCTIONS & BASIC DUTIES
- Ensure daily ACH batch and file transmissions are handled timely and accurately
- Onboard new merchants on platform
- Maintain merchant files and document retention.
- Assist in equipment deployment and merchant billing.
- Assists in quality assurance tasks transactional review process
- Responsible for handling a high volume of ACH transactions,
- Facilitating expedited payments and return check processing
- Initiating and resolving payment research requests with third party vendors
- Troubleshoot and answer questions, serving as the first line of assistance for customers (internal/external), while providing excellent customer service through timely and accurate responses to their inquiries.
- Identifying, researching, and resolving client technical, operational, or procedural problems
- Documenting, tracking, and monitoring problems to ensure a timely resolution
- Reviews information from payers regarding refunds and recoups.
- Corrects credit or payment disputes
- Identifies trends and reports to leadership
- Compile regular and special reports as required by Bank and government regulations.
- Assist in operational task and functions within all bank verticals and IFH subsidiaries.
- Assists in gathering and preparing documents as needed for audits.
- Reviews and signs off on daily reports, ensuring proper resolution as needed.
- Keeps abreast of Industry changes
- Practice and comply with all regulations promoting a safe and healthy work environment (i.e. OSHA)
- Adhere to privacy; confidential, proprietary company policies and procedures (i.e. HIPAA)
- Execute the day-to-day planning, production and problem-solving for operations.
ADDITIONAL RESPONSIBILITIES
- Adheres specifically to all Bank policies and procedures, Federal and State regulations, and laws.
- Has responsibility for following regulatory requirements including those pertaining to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and OFAC to assist in the identification, detection and determent of money laundering or other unlawful activities.
- Performs other duties as required.
Dart Bank has an immediate opening for a Payment Operations Manager. Dart Bank is a community bank, serving our community since 1925. We specialize in providing financial services, but we are passionate about serving the community and building real relationships with people. Dart Bank provides innovative financial services for both personal and business banking, consumer and mortgage loans, commercial loans and lines of credit, merchant credit card processing, investment services and more. Our array of products and services and our longstanding history within our communities shows we care about what matters most for our customers and we are there for them for the most important times in their lives. Dart Bank. For What Matters Most.
We offer:
Medical Benefits
Dental
Vision
401(K) Employee Stock Ownership Plan
Paid vacation & sick time
Flexible scheduling
Employee Assistance Program
Dart Bank University
At Dart Bank you can expect to be surrounded by a team that will support you and invest in your growth in a quick-paced work environment where we deliver exceptional customer service. We are a local business that cares about our employees and our community.
Dart Bank is committed to providing equal opportunity in employment, maintaining a diverse workforce, and prohibiting all forms of unlawful discrimination and harassment.
All employment decisions, policies, and practices, in terms of the recruitment process and other conditions and privileges of employment, will comply with applicable federal, state, and local anti-discrimination laws. The Company seeks, employs, promotes, and compensates qualified individuals based on ability, as demonstrated by performance and other legitimate non-discriminatory factors, without regard to race, color, religion, national origin, citizenship, ancestry, sex (including sexual orientation, gender expression, and gender identity), age, physical or mental disability, pregnancy, genetic information, military status, veteran status, or any other protected status under federal, state (in Michigan: marital status, familial status, height, weight, and misdemeanor arrest record), or local law (individually and collectively, “Protected Class”).
