The Payment Services (PS) Manager is responsible for supporting the daily core functions of the Payment Services department, which includes team member performance. Duties include but are not limited to managing a team of electronic payment professionals as well as assisting the AVP of Card and Payment Services. They will assist in helping to manage all operations related to ACH processing, payroll, check (share draft) processing, wire transfers, P2P, online bill pay, online banking support and administration, mobile deposit, remote deposit capture, branch and ATM capture, shared branch, account research, branch support, and strategic divisional initiatives, including change management, new product implementation, process improvement. They will also be the departmental lead on projects and collaborate with other key areas to manage payments risk. The PS Manager manages the ACH Wire Electronic Funds Transfer (EFT) Specialists, Back Office Tellers, Online Banking Support Agents, as well as the Assistant Payment Services (APS) Manager. They will lead operational and administrative support for assigned functions and programs. Foster and promote a safety-conscious and hostile-free work environment resulting in employee safety and well-being. Essential Functions: •Heads the development, implementation, and maintenance of the Payment Services departmental policies and procedures for all of the functional areas listed above, including but not limited to, creating, editing, and/or modifying policies and/or procedures as well as supervising the modification, review, and publishing of Knowledge Base (KB) articles. •Coordinates and oversees ACH processing and payroll, check (share draft) processing, wire transfers, P2P, online bill pay, online banking support and administration, mobile deposit, remote deposit capture, branch and ATM capture, shared branch, account research, and branch support. •Works to actively seek and identify opportunities for process improvement, organizational efficiencies, and offers solutions. •Oversees day to day operational functions and responsibilities performed by the ACH Wire EFT Specialists, Online Banking Support Agents, and Back Office Tellers. •Oversees any payment related issues and assists with the resolution of online banking issues reported by Delta Community Credit Union members. •Manages Tier 1 escalations received through the ACH Wire EFT Specialists, Back Office Tellers, Online Banking Support Agents related to ACH processing and payroll, check (share draft) processing, wire transfers, P2P, online bill pay, online banking support and administration, mobile deposit, remote deposit capture, branch and ATM capture, shared branch, account research, and branch support. •Manages escalated concerns, requests, problems, and complaints received from members through various channels such as phone, in branch, and/or social media, delegates tasks and responsibilities to the APS Manager as appropriate. •Manages multiple vendor relationships professionally by holding them to Service Level Agreements (SLAs). •Acts as the business area leader by participating in corporate and departmental projects and is able to meet tight timelines and objectives, works closely with the assigned Project Manager to ensure timely and accurate completion of assigned projects. •Acts as a liaison between IT and other departments for special projects to ensure deadlines are met. •Provides analytic reporting tools such as dashboards as well as querying and organizing data from various sources such as Symitar, NCR, Federal Reserve Bank, BI, etc. •Assists the AVP of Card and Payment Services in preparing reports for management and/or other departments regarding key performance indicators (KPIs) and metrics. •Reviews and modifies policies and procedures created for the ACH Wire Transfer EFT Specialists, Back Office Tellers, and Online Banking Support Agents as it relates to following processes such as but not limited to, reconciling and balancing the GLs at the member level. •Works with Branch Delivery and Operations as well as Member Care Center (MCC) to provide assistance to members with escalated payment/online banking issues and concerns. •Acts as the departmental lead in helping to implement any payment related products and services as well as any other back-office needs. •Possesses a thorough understanding of and is very familiar with NACHA Operating Rules and Guidelines as well as the Federal Reserve Bank’s Guide to ACH Payments, informally known as the “Green Book”, Uniform Commmercial Code (UCC) sections 3 and 4 for check clearing, as well as Regulations CC, D, and E. •Partners with the Legal Loss Prevention (LLP) team to identify and manage ACH Wire and online banking related fraud. •Understands the importance of fraud control programs and procedures and partners with the Operations Risk team. •Manages the ACH Wire Electronic Funds Specialists, Back Office Tellers, and Online Banking Support Agents in his/her role by holding him/her accountable for daily, weekly, monthly, quarterly, annual and/or ad hoc operations and critical tasks, such as but not limited to, GL reconcilement and management, distribution of task/job assignments, support and back office requests, and overall responsibility for overseeing the Payment Services team. •Assures ACH Wire EFT Specialists, Back Office Tellers, and Online Banking Support Agents are providing exceptional service to members by addressing their inquiries through the online banking and phone channels. •Reviews staffing schedule in conjunction with the APS Manager to ensure appropriate staff coverage and support, including after hours and weekend support. •Ensures that the ACH Wire EFT Specialists, Back Office Tellers, and Online Banking Support Agents adhere to departmental schedule(s) and associated expectations to ensure a superior member experience. •Monitors departmental phone queue and member service levels to both internal and external customers and/or members. •Sets goals and defines success and key performance indicators. •Assigns work to ACH Wire EFT Specialists, Back Office Tellers, and online banking Support Agents to support departmental objectives. •Hire, train, coach, and motivate team members, encompassing the entire employee lifecycle. •Focuses on details, correlates various pieces of information, identifies trends, and/or understands the reasons behind challenges as well as successes. •Defines problems, gathers data, establishes facts and draws valid conclusions. •Generates effective solutions to problems while considering all aspects of a situation and/or challenge. •Holds team members accountable for performance by defining clear goals, objectives, responsibilities, and priorities. •Manages and oversees the department’s Quality Assurance (QA) Auditor to verify the team is in compliance with Regulations CC, D, and E, and work to ensure that any errors are within tolerance and are corrected in a timely fashion, and that the team members are meeting service and quality expectations. •Includes team members in projects and decision making as appropriate. •Helps to foster a positive and healthy work environment and develops team members for next level leadership, including ACH Wire EFT Specialists, Back Office Tellers, and Online Banking Support Agents. Other •This description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. •This job description is subject to change at any time.