Payments Operations Supervisor

Exempt Status:

Exempt, Administrative Exemption

Reports to:

Debit Card/ATM Manager

Summary of the Job:

The Payments Operations Supervisor is responsible for the day to day operations of the card payments department, including debit card services, debit card disputes, fraud, ATM's, and Zelle customer support. This role will provide first line support to all team members, balanced workloads, support special projects & initiatives, mange schedules, perform timekeeping, coach team members, and provide department specific training as needed.

Essential Functions:

• Executes, and maintains department procedures.
• Employee development and coaches team members to maintain department required goals.
• Assists as directed, promotes, and supports projects and initiatives.
• Coordinate, and support training for new team members.
• Responsible for maintaining day-to-day department operations up to and including:
  • Settlement
  • Account Reconciliation
  • Internal/External Complaints
  • Inventory Management (Cards, Supplies, etc.)
  • Team Support/Problem Resolution/Issue Reporting
  • Scheduling
  • Timekeeping
• Fraud identification, research industry trends, analyze, recommend, and apply mitigation tactics.
• Review and monitor data regarding the performance of each department function, provide recommendations for improvement and/or take action as needed.
• Prepare and present information to team members, customers, or other departments as needed.
• Works with vendors as directed for problem resolution, or special requests.

Additional Functions:

• Perform routine duties with minimal supervision using standard practices or procedures.
• Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.
• Participate in proactive team efforts to achieve departmental and company goals.
• Perform other duties as assigned.
• Knowledge of financial institution policies, procedures and regulations preferred.

Required Education/Experience:

• Bachelor's degree in Business Administration or finance is preferred, minimum of high school diploma.
• One to two years of related industry experience; or equivalent combination of education and experience.
• Experience working in a supervisory or leadership role.

Necessary Skills:

• Understanding of payment industry fraud trends. Ability to analyze, recommend, and apply the appropriate mitigation tactics.
• Firm understanding of Regulation E, Mastercard chargeback rules, EWS rules, and their application to various situations.
• Understanding of various types of payment transactions and how to troubleshoot problems that may contain multiple areas of failure.
• Ability to analyze problems of varying complexity and provide sound and logical solutions for resolution.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.
• Ability to add, subtract multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
• Advanced level of personal computer skills, including electronic mail, standard data manipulation and derivation, word processing, spreadsheet, graphics, etc.
• Handle multiple projects simultaneously.

Physical Activity/Dexterity:

• Manual dexterity sufficient to reach/handle items and work with fingers. Works with fingers and perceives attributes of objects and materials.

Physical Environment Demands:

• Must be able to remain in a stationary position 90% of the time.
• The person in this position needs to occasionally move about inside the office to visit other offices, conference rooms, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and telephone.
• Constantly positions self to operate on a computer.
• The person in this position frequently communicates with other people throughout each day. Must be able to exchange accurate information when conversing.

Working Conditions/Environment:

• Well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation.
• Moderate noise (e.g. business office with computers and printers, light traffic).

Work Schedule/Hours:

• Monday through Friday; 8:00 a.m. - 5:00 p.m.
• Available as needed after hours, weekends, holidays.

Travel:

• Minimal overnight travel (up to 10%) by land or air.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)