Payment Operations Assistant Manager

The Assistant Manager will lead the team to ensure exceptional service is given to member facing employees needing assistance with payment products and services. This position will proactively work with leadership, internal teams, and vendors to ensure accountability regarding strategies, policies, and procedures to achieve organizational and team goals.

LOCATION

Corporate Office - Hybrid:

7181 South Campus View Drive
West Jordan, UT 84084

• Hybrid: At-home and In-office options available

SCHEDULE

Full Time

To be effective, an individual must be able to perform each job duty successfully.

• Works closely with Branches and third party vendors during ATM interventions.
• Leads, motivates, and manages direct reports through coaching, training, periodic evaluations, and personal development. Trains and coaches staff on credit union policies, procedures, philosophies, and team functions.
• Attend meetings and work with stakeholders and management throughout the organization to help solve issues related to Payment products and services.
• Manage daily schedules and time-off requests to ensure adequate coverage throughout each workday, including weekends and holidays as applicable.
• Adheres to the philosophy and mission of the credit union in actions and communication.
• Review team performance reports, including Call Volume, Call Duration, Post Call surveys, etc., and use the information to create and maintain exceptional service to organizational teams and members and to ensure that daily tasks and responsibilities are handled accurately and timely.
• Identify and recommend to leadership policy and procedural improvements that create significant impact and are essential to payment operations and the credit union. Implement changes once approved by management.
• Issue and file maintenance for Gift Card Program.
• Manages responses to ATM disputes following set regulation requirements
• Opens and Issues approved corporate credit accounts for MACU employees.
• Assigns and assists to fulfill any inquires via email, IM’s or any type of communication in a timely manner.
• Oversees Research and process for MACU ATM adjustments through proper channels. Sends detailed notification to cardholder.
• Manages currency orders for ATM’s.
• Answers questions completing general and in depth inquiries pertaining to the Payments/Card Services Department.
• Ensures quality service and customer resolution regarding rewards program.
• Establish effective goals that help motivate and challenge the team to continuously improve individually and collectively. Ensures accountability.
• Performs other duties assigned.
• Helps internal customers to Assess, Advise and Assist with projects making sure they will work within the credit union Provides quality service to members of the credit union as well as external and internal customers.
• Analyze data and other information to influence strategic decisions to improve team performance, gain efficiencies, and improve service.
• Assists with educating branches about ATM/Card services.
• Ensures that any received after-hour ATM faults through monitoring system fault is resolved and machines are back up in service.

Knowledge, Skills, and Abilities

The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Experience

• Possesses an advanced understanding of Credit Union payment products and services, as well as a basic understanding of all other Credit Union products and services.
• Three years of related experience with specific training and knowledge associated with financial payment concepts, procedures, and documentation.
• One year leadership experience.

Education

Bachelor’s degree in business, finance or related field. OR 3 years additional combined progressive experience in a financial setting. Education must be from an accredited institution. Education and work experience will be verified.

Managerial Responsibility

Has leadership/managerial responsibilities that are direct or through work leaders or assistants, typically with a subordinate group of 3 to 10 employees. Estimates personnel needs and assigns work to meet these needs. Supervises, coordinates and reviews the work of assigned staff. Recommends candidates for employment, conducts performance evaluations and salary reviews for assigned staff, and applies company policy.

Computer/Office Equipment Skills

Demonstrated proficient skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel.

Experience with Symitar or other financial core systems.

Language Skills

Demonstrated ability to clearly communicate verbally and in writing.

Demonstrated ability to read and follow instructions.

Other Skills and Abilities

Demonstrated excellent customer service skills.

Proactively solves problems and actively improves processes and create efficiencies.

Professional, exercises personal discretion and independent judgement.

Adaptive to change, responds positively to altered circumstances or conditions.

Excellent inter-personal skills, including the ability to lead and collaborate with multiple teams.

Possess a desire and willingness to learn and continually update knowledge of financial concepts, strategies, systems etc.

Physical Abilities/ Working Conditions

Physical Demands

Ability to sit, talk and hear consistently

Ability to stand, walk, and use hands to handle or reach occasionally

Vision Requirements

Close vision (clear vision at 20 inches or less)

Distance vision (clear vision at 20 feet or more)

Weight Lifted or Force Exerted

Ability to lift up to 25 pounds occasionally may need to lift up to 50 pounds.

Environmental

There are no unusual environmental factors (such as a typical office)

Noise Environment

Moderate noise (business office with computers and printers, light traffic)

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