What are the responsibilities and job description for the Payment Investigations Supervisor position at United Nations Federal Credit Union?
Why join this team
This position is responsible for overseeing the investigation and resolution of payment-related inquiries, disputes, and exceptions, with a focus on compliance with regulatory standards, including Regulation E Subpart B. This role ensures timely and accurate handling of error resolution cases, maintains adherence to organizational policies, and drives operational efficiency through process improvements. The supervisor provides leadership, guidance, and training to the investigation team while collaborating with internal and external stakeholders to deliver exceptional member service.
NYC Salary Range - $93,540 - $100,000 annually; compensation is commensurate to geographic location. This position is hybrid.
What you'll do
- Regardless of seniority or role, uphold UNFCU's mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.
- Supervise the Payment Investigations team to ensure investigations are conducted in compliance with Regulation E Subpart B and other applicable regulations.
- Oversee and manage escalated cases, including complex investigations requiring advanced analysis and senior-level follow-up.
- Develop and implement procedures for resolving errors, disputes, and exceptions, ensuring timely and accurate outcomes.
- Monitor team performance and investigation workflows to ensure compliance with organizational policies and regulatory standards.
- Provide training and ongoing support to staff on error resolution processes, compliance requirements, and best practices.
- Generate and present reports on investigation volumes, resolution times, and trends to management monthly.
- Develop and maintain relationships with payment-related internal stakeholders and external service vendors and coordinate services as needed.
- Interview and select candidates for employment. Train, monitor, coach, develop, and evaluate staff. Prepare and administer performance evaluations. Ensure adequate staffing, scheduling, and training of staff. Foster quality operational processing and an exceptional service environment.
- Promote teamwork and cooperation within the Global Payments Solutions team and across the Credit Union. Identify training needs for the team and schedule training opportunities.
- Develop and implement effective processes and workflow adjustments to increase efficiencies, with a focus on continuous improvement.
- Ensure regular review of accurate and updated files for all correspondence related to ongoing and closed investigations are maintained, enabling accessibility and status tracking.
- Resolve escalated member problems / complaints. Assist UNFCU colleagues with inquiries and requests.
- Manage complaints (including Executive Complaints) in collaboration with Team Lead, Payment Investigations to ensure all complaints are handled and resolved with urgency and high priority.
- Coordinate with Manager, GFT Operations and Payment Exceptions and Payments Processing Supervisors to assess internal payment processing errors that are resulting in payment investigations.
- Review and manage system access levels across the team under direct supervision regularly to ensure proper controls and security are in place to sufficiently protect members, staff, and the Credit Union.
- Participate in and lead payments-related projects as required. Coordinate and / or execute User Acceptance Testing on proposed production changes in order to determine production-readiness.
- Perform additional responsibilities as assigned to support department objectives.
What we're seeking
What makes you stand out
Who we are
UNFCU is a global not-for-profit financial institution that serves the UN community. We are committed to providing peace of mind to our members and colleagues and strive to achieve service excellence in all that we do. The best part of UNFCU is the people. Those that choose to work with us often find personal fulfillment, professional growth and a purposeful culture.
UNFCU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. UNFCU prohibits discrimination and harassment of any type. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by country, federal, state or local laws.
Salary : $93,540 - $100,000
