Payment Services Supervisor

Pay Range: $73,944.00 - $90,705.00

Remote Eligible: Hybrid

We offer a pay-for-performance compensation program including bonuses for all employees and a competitive benefits package. See https://www.cuofco.org/careers for a high-level overview of our benefits package and bonus offerings.

General Purpose of the Position

As a critical member of the Payments leadership team, the Payments Services Supervisor is responsible for all process operations within the department. This role requires significant expertise and regulatory knowledge due to its purview of wires, cards, ACH, disputes, ATMs, among other payment channels and General Ledger work. The Process Supervisor leads a team of Payment Specialists and will train, coach, and inspire them to perform daily job functions while adhering to all credit union and regulatory policy. This position will focus on operational excellence and the modernization of payment processing functions through automation.

ESSENTIAL DUTIES AND RESPONSIBILITIES. May perform other duties as requested or assigned.

• Supervises the Payment Services team. Provides guidance to team members by communicating job expectations. Plans, monitors and appraises job results; provides regular feedback and coaching; ensuring individual and team goals are aligned with departments objectives.
• Foster a positive and collaborative work environment, encouraging cross-training and continuous improvement.
• Manages daily payment operation functions.
• Ensure payment transactions are processed in a timely and accurate manner, adhering to established SLAs.
• Act as primary point of contact for internal stakeholders regarding payment-related issues, offering expert support as necessary.
• Develop and maintain efficient operational workflows to improve productivity and reduce risk.
• Directs educational and skill development for staff.
• Ensures all payment-related functions and processes are in compliance with applicable regulations and industry standards, including NACHA, Visa and other relevant laws and guidelines.
• Remain abreast of regulatory changes, ensuring the department adapts quickly to new compliance requirements and best practices.
• Lead internal audits and assessments to identify and address potential gaps in operational procedures and processes.
• Drive initiatives to automate and modernize payment processing functions, leveraging emerging technologies to increase efficiency and reduce manual intervention.
• Identify areas for process improvement and work closely with departments leadership, analysts and other departments to implement systems that enhance operational workflows and service delivery.
• Use data-driven insights to recommend enhancements to payment processes, risk management and fraud detection.
• Evaluate department KPIs and ensure goals are met related to accuracy, timeliness and overall member satisfaction.
• Work with fraud analyst, internal teams and external business partners to address fraud concerns. Support investigation and applicable research requests from Internal Audit including recommending and implementing preventative measures across payment channels. 
• Adhere to all Federal and State laws and regulations applicable to the credit union, including the Bank Secrecy Act (BSA) and Anti Money Laundering Act, including monitoring for such illegal activity as it applies to the credit union.

Requirements

EDUCATION AND EXPERIENCE

Bachelor’s degree (B.A.) from four-year college or university; or four years in a related field; or any combination of experience and/or training equivalent to bachelor’s degree in a related field, plus five years related payments experience.  AAP accreditation highly preferred. Two years’ experience in payment processing, financial services or related operations. Demonstrated knowledge of ACH, wire transfers and other electronic payment systems. Two years’ experience in a supervisory role.  Knowledge of regulatory and compliance requirements in the payments industry.

OTHER SKILLS and ABILITIES:

Demonstrated effective supervisory and leadership skills to select, motivate and develop assigned personnel.  Ability to assist and train others.  Excellent organizational skills and strong verbal and communication skills.  Ability to apply verbal and interpersonal skills that develop member confidence, respect and trust in Credit Union of Colorado and to develop cooperative relationships with all levels of people throughout the organization.  Knowledge of Credit Union computer system and other related computer applications.  Working knowledge of Jack Henry Symitar, ZenDesk, Fiserv and Visa highly preferred.

DIRECT REPORTS

Payment Service Specialists and Payment Team Leads

PHYSICAL DEMANDS
While performing the duties of this job, the employee is typically required to sit for long periods.  The employee continually is required to talk or hear. The employee is occasionally required to stand, walk, stoop and reach with hands and arms. The employee will occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision and the ability to adjust focus.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Limited travel required to visit CU locations as needed.

Core Competencies

 MEMBER FOCUSED

Seeks and uses first-hand member information to improve products and services. Acts with the member in mind. Is never satisfied. 

COOPERATION AND TEAMWORK             

Can inspire and motivate entire units or organizations. Blends people into teams when needed and leverages individuals’ strengths. Willing to balance support for organizational initiatives over own department needs. Can be counted on to exceed goals successfully.        

DECISION QUALITY         

Conveys a sense of urgency for arriving at a decision, when appropriate. Has an opinion, takes a stand. Is able to build upon others’ ideas and facts to form a better decision.

PROBLEM SOLVING       

Seeks opportunities for different and innovative approaches to addressing problems while prioritizing urgent issues. Brings issues to closure. Challenges and supports decisions of direct reports through coaching to the best outcome.

ACTION ORIENTED

Overcomes procrastination through execution. Places a top priority on getting results.

ADAPTABLE

Embraces and drives change. Assists others through transitioning to a new state. Is self-aware of areas of opportunity and strengths.

INNOVATION

Creates an environment that encourages innovative solutions or improvements and fosters experimentation for the benefit of the members. Recognizes and rewards those who take initiative with new approaches and act in a creative manner. Assesses, manages and takes calculated risks to achieve goals. Constantly looks for ways to improve products, processes and infrastructure of the organization to enhance employee and member benefit. Stays abreast of current and future trends both in and outside of industry to forecast and build future business vision including on-going evaluation of future directions and associated risks.

STRATEGIC AGILITY

Thinks/plans strategically. Understands the organization’s vision, mission, and goals and can articulate to others. Defines/owns vision/purpose and aligns ideas to inspire others to follow. Looks to the future and adjusts strategic actions and goals based on anticipated future state.

LEADING COURAGEOUSLY THROUGH VISION AND VALUES

Makes decisions and acts in ways consistent with our core values; demonstrates the courage to do what is right despite personal risk or discomfort. Challenges others to make tough choices. Communicates a compelling and inspired vision or sense of core purpose and makes the vision sharable by everyone.

MARKET KNOWLEDGE & COMPETITIVE MINDSET

Knows the basics of the market and business context. Aware of local and national competitors. Understands the similarities and differences of our business model to other financial institutions. Brings forth ideas to keep our business competitive.

FISCAL RESPONSIBILITY

Fosters an environment that encourages fiscal responsibility. Maintains and applies a general understanding of financial management principles to ensure decisions are fiscally sound and responsible. Prepares and manages the budget for area of responsibility. Uses cost-benefit thinking to align priorities. Identifies cost effective approaches. Brings forward any financial concerns to the attention of Senior Management.

 

Credit Union of Colorado is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local laws. 

Please note applicants can redact any information that identifies their age, birth date, or dates of schooling on either their resume or any additional materials provided.