Payments Operations Manager
Latino Community Credit Union · Durham, NC · 2 wk ago
ManagementFull-time
Essential Duties and Responsibilities
- Operational Leadership
- Lead daily operations of the Payment Services team, including ACH, check processing, wire transfers, P2P payments, online bill pay, RDC, and related services.
- Develop and maintain departmental procedures, workflows, controls, service standards, and performance metrics.
- Maintain monitoring daily processing to ensure accuracy, timeliness, compliance, and timely resolution of issues.
- Lead process improvement initiatives, system enhancements, new product implementations, and payment-related projects.
- Payment Services and Item Processing
- Serve as the subject matter expert for payment services, ACH, item processing, and related operational functions.
- Manage payment exceptions, escalations, research requests, disputes, corrections, reconciliations, and operational losses.
- Ensure assigned payment services are completed in accordance with applicable laws, regulations, network rules, vendor requirements, and internal procedures.
- Prepare reports on payment activity, trends, losses, exceptions, and key operational metrics.
- Compliance, Risk, and Vendor Management
- Partner with Compliance, Risk Management, BSA, Fraud Prevention, Finance, IT, and vendors to strengthen payment-related controls and resolve issues.
- Monitor payment activity for risk trends, fraud indicators, operational gaps, and process improvement opportunities.
- Manage vendor relationships related to payment services, including service levels, issue resolution, system performance, and operational support.
- Maintain working knowledge of applicable rules and regulations, including Regulation E, Regulation CC, NACHA rules, Check 21, BSA/AML requirements, OFAC, and other applicable requirements.
- Cross-Functional Partnership and Service Support
- Serve as the primary point of contact for internal operational support related to payment services and item processing.
- Partner with Retail Services, Branch Operations, the Virtual Center, Digital Banking, Compliance, BSA, Fraud Prevention, Risk Management, Finance, IT or any internal department to resolve escalated issues and improve processes.
- Provide timely guidance, communication, and training support to branches and internal departments.
- Participate in new product and service development related with Payment Services.
- Team Leadership
- Lead, coach, and support team members responsible for payment services, item processing, ACH, wires, RDC, bill pay, Zelle and related functions.
- Set clear expectations, monitor performance, and provide regular feedback.
- Foster accountability, teamwork, accuracy, continuous improvement, and high-quality service delivery.
- Bachelor’s degree in business, finance, operations, or a related field; equivalent experience may be considered.
- Minimum of 7 years of experience in deposit operations, payment services, item processing, electronic payments, or related financial institution operations.
- Minimum of 3 years of supervisory or team leadership experience preferred.
- Experience with ACH processing, check processing, wire transfers, P2P payments, online bill pay, RDC, payment disputes, reconciliations, exception handling, and operational controls.
- Strong working knowledge of applicable regulations and rules, including NCUA requirements, North Carolina credit union laws and regulations, Regulation E, Regulation CC, NACHA rules, Check 21, BSA/AML requirements, OFAC, CFPB rules, and other applicable federal and state requirements.
- Experience with deposit processing systems, online banking platforms, payment systems, core banking systems, and operational support tools; Symitar experience preferred.
- Experience with FedLine Web/FedLine Advantage, WITS Pathfinder, Paymentus, Ensenta/RDC, Zelle, or similar systems preferred.
- NACHA Accredited ACH Professional certification preferred.
- Strong analytical, problem-solving, decision-making, communication, and relationship-management skills.
- Ability to develop procedures, improve workflows, implement controls, lead change, and manage operational risk.
- Demonstrated ability to lead, coach, and develop team members.
- Bilingual English/Spanish skills preferred.