Deposit Operations Payments Supervisor

About the role

The Deposit Operations Payments Supervisor oversees Payment Channel operational functions, including ACH and online banking back-office processing. This role provides technical, operational, and general support to customers and the Bank, addressing inquiries, troubleshooting issues, and resolving discrepancies through account reconciliation, fee reversals, and corrections. The position operates in a fast-paced environment with strict compliance regulations and daily deadlines, requiring a deep understanding of operational functions within the division. Additionally, the role involves day-to-day guidance, training, and workflow support for assigned team members to ensure accuracy, timeliness, and adherence to department procedures and service standards. The supervisor may also participate in special projects or task force committees representing Deposit Operations.

Responsibilities

• Team Guidance and Workflow Support
  • Provide day-to-day guidance, training, and workflow support to assigned team members.
  • Assign, prioritize, and review work to meet operational deadlines, department procedures, service standards, and compliance requirements.
  • Support cross-training, coaching, and knowledge sharing across Deposit Operations functions.
  • Monitor ACH and debit-related workflows, exceptions, escalations, risk indicators, policy adherence, and service-level expectations.
  • Identify and provide feedback on process improvements, automation opportunities, and workflow efficiencies.
• ACH, Payment Channel, and Settlement Processing
  • Perform and review ACH processing activities, including Federal Reserve settlement balancing, receiving and origination reporting, ACH stop suspect review, overdraft exception decisioning, and disputes.
  • Review transactions on the ACH OFAC report in accordance with established deadlines and procedures.
  • Review prenote activity and provide prenote reports to the Contact Center for customer correspondence.
  • Process death notifications received through Fedline Web and review government reclamations.
  • Perform daily ATM settlement functions and prepare posting sheets for ATM discrepancies reported by branches.
• Fraud Monitoring and Risk Controls
  • Review fraud monitoring reports and systems to identify suspicious account activity.
  • Monitor external transfer setups to identify suspicious activity and confirm customer eligibility.
  • Perform and review debit card alerts in Verafin to mitigate fraud and identify trends.
  • Escalate unusual activity, exceptions, or potential risk concerns in accordance with department procedures.
• Operational Controls, Reconciliations, and Records
  • Complete proof of assigned general ledger accounts according to established deadlines; research and resolve outstanding items.
  • Assist with the Deposit Operations record retention schedule, including monitoring retention requirements, storage locations, and destruction documentation.
  • Support testing of application, product, and service changes, including special projects and implementation tasks.
• Customer, Branch, and Internal Support
  • Provide customer service and technical support for online banking, security settings, product usage, inquiries, discrepancies, and troubleshooting.
  • Support branch, Contact Center, and internal department inquiries related to ACH, payment channels, account activity, and Deposit Operations processes.
  • Act as a backup to other Deposit Operations teams and maintain cross-training in division functions.
• Compliance, Confidentiality, and General Responsibilities
  • Maintain confidentiality and protect customer, employee, and Bank information in accordance with privacy, data security, and regulatory requirements.
  • Complete required internal training and stay current on applicable procedures, systems, and compliance expectations.
  • Demonstrate behaviors that support and enhance the Company’s culture, service standards, and commitment to operational excellence.
• Supervisory Responsibilities
  • Provide day-to-day guidance, training, and workflow support to assigned team members in alignment with Company policies and applicable laws.
  • Assign and review work, monitor deadlines, answer procedural questions, and support cross-training.
  • Support employee development through coaching, feedback, and effective communication.
  • May provide input into performance evaluations, staffing needs, training plans, recognition, and corrective action recommendations.

Requirements

• Minimum of five years of relevant banking, deposit operations, electronic banking, or payments experience.
• Hands-on ACH processing experience; working knowledge of ACH Rules and Regulations preferred.
• Prior lead, training, workflow coordination, or peer support experience preferred.
• AAP Accreditation preferred.
• Experience with FIS Contact Center SRM, CMSE, Verafin, Fedline Web, or similar banking/payment systems preferred.
• Proficient with Microsoft Office applications, including Outlook, Word, and Excel.
• Demonstrated customer service, communication, problem-solving, and analytical skills.
• Ability to multi-task, prioritize work, meet deadlines, and operate effectively in a fast-paced environment.
• Strong attention to detail, accuracy, initiative, and resourcefulness.
• Knowledge of general banking regulations and deposit operations compliance requirements preferred.

Skills

• Working knowledge of banking operations, deposit operations procedures, and applicable regulatory requirements.
• Willingness and ability to learn new systems, procedures, payment technologies, and technical skills.
• Intermediate typing and data entry skills to meet production needs.
• Intermediate math skills, including balancing accounts, calculating percentages, and reviewing basic reports.
• Strong verbal, written, and interpersonal communication skills, including the ability to explain procedures clearly and prepare routine business correspondence.

Additional Requirements

The employee must be able to communicate effectively with internal and external stakeholders in person, by phone, virtually, and in writing. The role requires the ability to read, interpret, and prepare business, banking, regulatory, and client documentation. Work is primarily performed in a professional office environment and may include occasional travel within the market area. The role involves regular use of a computer, phone, virtual meeting tools, and standard office technology, as well as occasional lifting or moving of materials up to 10 pounds.

Benefits

• Medical, Dental, and Vision coverage
• Flexible Spending
• Tuition Reimbursement
• Childcare Subsidy
• Retirement plans
• Life Insurance

Pay

The pay range for this position is $28.31 to $36.51 per hour. The final salary will be based on relevant education, qualifications, certifications, experience, and business needs.