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The Supervisor of Payment Operations will have advanced industry knowledge of all Treasury Management products and Debit Card solutions inclusive of ACH, Wire Transfer, Positive Pay, account analysis and the related billing, the various sweeps services, Remote Deposit Capture, Commercial Cash Vault, and Lockbox and Debit Card Fulfillment and Faster Payment Rails. The supervisor is responsible for the day-to-day management of team members and tasks associated with establishing or maintenance requests of the various solutions, research requests, error resolution practices, risk mitigation and all reporting, retention and regulatory standards as set within bank policy, procedures and Federal or state laws and nationally recognized standards. The Supervisor will provide direction, support, training, coaching and support to team members, on a regular basis or as processes change or update. This role is also responsible for ensuring an efficient workflow process, leading business line initiatives or act as a primary resource for corporate and business level projects. It is the role of the Payment Operations Supervisor to ensure department adherence to all corporate, state, and federal laws, identify and remediate outdated processes or as regulations change, and harbor a safe and enriching workplace environment for all department team members.

Position Accountabilities

• Live our core values: Caring. Committed.
• Provide exemplary leadership and people management practices to ensure teammates are providing exceptional service to internal and external customers
• Assist with teammate training and motivation to achieve production goals
• Demonstrate team-building skills by example
• Provide leadership and direction for problem solving, process improvement, and skill development
• Prepare teammates to answer and assist internal and external customers and serve as a resource for escalated customer issues and questions
• Lead the development and enhancement of policy, processes, and procedures
• Assist with personnel instruction regarding policies and procedures, ensuring teammates are informed of changes
• Conduct quality assurance audits to ensure departmental procedures are achieving the desired results
• Attend required meetings and functions as needed
• Participate in enterprise and business lead projects, acting as the subject matter expert in various payment rails
• Collaborate with other Supervisors or lines of business to ensure partnerships between systems and functional tasks
• Exceptional understanding of daily & monthly payment processing reporting and tasks
• Validate teammate activities to ensure work is performed timely, completely, accurately, and in compliance with regulations and defined policies and procedures
• Address and remediate any audit findings, compliance violations or customer complaints
• Management of employee scheduling, paid time off and time cards
• Management of timely completion of employee compliance courses
• Individualized teammate coaching, goal setting and quarterly check ins for career development
• Track teammate performance and conduct annual performance reviews

Organizational Relationship

This position reports to the Manager of Payment Operations

Position Qualifications

Education & Experience

• Undergraduate Degree (preferred) or equivalent professional experience in this line of work (required)
• Certified Treasury Professional (CTP), Accredited ACH Professional (AAP) or Accredited Payments Risk Professional (APRP) or equivalent industry related accreditation (strongly preferred)
• Minimum of 7+ years of Bank Operations experience in a "back office" capacity (required)
• 3+ years supervisory or management experience (required)

Knowledge & Skills

• Proficiency with MS Office programs
• High level of accuracy and great attention to detail
• Ability to build and maintain relationships with internal and external customers
• Possess extensive knowledge of ACH, Wire or TM Fulfillment operational duties, policies, and procedures, with proven ability to explain the purpose behind the process
• Ability to organize and prioritize work load
• Excellent customer service skills
• Excellent oral and written communication skills
• Detail oriented and quality focused
• Proven problem solving and decision-making abilities; able to think analytically
• Able to handle multiple tasks and simultaneous projects
• Ability to influence, persuade, and train team members and motivate
• In depth knowledge of payment operations, products, sales, service and document retention periods
• Advanced knowledge of Federal Regulations, Enterprise Policies, and bank and customer rights and responsibilities or protections as determined by regulations and bank policies.
• Ability to monitor and manage processes, assess and mitigate associated risks
• Ability to navigate and research multiple systems and understand functional capabilities
• Industry experience with leadership and innovation
• Strategic thinking and communication skills
• Willingness to explore, support, test and teach innovative system functionality and products
• Demonstrated ability to people manage
• Advanced knowledge and experience in payment process flows and the participants within the given network

Salary offered will be based on several factors including but not limited to education, work experience, certifications, etc. This position is also eligible to participate in either an applicable incentive compensation plan for the position or a discretionary profit sharing bonus program. General information on our comprehensive benefits package can be found by visiting https://www.atlanticunionbank.com/about/careers/benefits.

We are proud to be an Equal Employment Opportunity employer. We maintain a drug-free workplace.