Payments Channel Manager - Firstrust Bank

Objective

Responsible for building and maintaining a resilient, optimized and innovative payments ecosystem ensuring that customers can seamlessly and securely move money. Be able to identify and drive strategic initiatives to enhance payment platforms and partner with Product and Digital teams to build best in class payments infrastructure while ensuring full compliance with network rules and regulations. Manage team members with a focus on payment processing through various channels ensuring safe, efficient and secure processing, maintain functionality and compliance while delivering an exceptional customer experience.

Firstrust Bank is an Affirmative Action Contractor and is an Equal Opportunity Employer.

Minority/Female/Disabled/Veteran

Responsibilities/Duties

• ACH, wire transfer and treasury management processes are appropriate, standardized and documented. Ensure effective controls are in place and audit requirements are met, including regulatory compliance.
• Manage team members inclusive of team leads and managers to ensure all processes and services are effectively and accurately performed. Ensure team members remain educated, accountable, well-trained and knowledgeable in payment processing. Provide strategic, developmental and managerial direction ensuring effective training and motivation supported by a strong partnership with HR Business Partner.
• Responsible for day-to-day operations and set up of payment processing ensuring timeliness, accuracy, close monitoring, payment success, cost validation as well as include support for prompt resolution of escalations and complex customer service issues.
• Develop and monitor payment success rates 24X7 in combination with digital teams across banks and merchants with the goal of improving the same through operational excellence and continuous improvement.
• Collaborate with internal teams as well as external strategic and operational partners to implement innovative products and processes to leverage Bank’s systems to identify opportunities for new and ongoing improvement with all types of payment services. Tailor payment solutions for retail and business customers by simplifying and optimizing transactions to support all lines of business.
• Ensure payment programs and processes comply with legal and regulatory requirements by establishing and updating, when necessary, standard operating procedures. Be able to adapt and develop procedures timely that are in compliance with applicable changes and clearly communicated as well as implement throughout the Bank, where applicable. 
• Maintain core payments knowledge and become a subject matter expert (SME) for existing payments technologies as well as new technologies as they emerge. Be able to adapt to a changing payment environment, as necessary.
• Knowledge of fraudulent activity relating to various payment products and services. Work with Operations Risk team to review and support payment security strategies that can be employed to prevent fraudulent transactions and maintain a secure payment environment.
• Plan, coordinate, train and motivate others and is responsible for all personnel actions within the division including team selection, development, training, performance management, salary recommendations and disciplinary action in partnership with HR Business Partner.
• Establish appropriate service, productivity, and quality standards to achieve highest levels of customer satisfaction and department productivity. Establish and maintain quality assurance standards and service levels as well as implement effective monitoring and reporting for management of services. 
• Directly engage with internal Compliance Committee and Legal Counsel, as deemed necessary, in discussing and implementing new products and services as well as managing various agreements and operational activities.
• Maintain monthly expenses within approved budget and prepare reporting activity in accordance with Operational team’s process. Prepare standard expenses and recommendations for the annual budget.

Essential Functions

• Assist in the development of new business for Firstrust. Is alert to expressed customer/prospect needs to suggest appropriate services. Directs customers to appropriate person to establish business relationships
• Perform other duties as assigned.

Knowledge - Skills & Abilities

• Education: Bachelor’s Degree, preferred
• Five (5) or more years’ experience, preferred, in the payments industry at either a bank, network, fintech or similar company with strong understanding of the end-to-end payments ecosystem
• Accredited ACH Professional (AAP) and/or Real Time Payment Certifications, preferred
• Experience driving continuous improvement and execution of short and long term strategies
• Strong business analytic skills, including the ability to use data to drive and influence business requirements.
• Ability to establish and maintain strong working relationships across the organization
• Excellent written and verbal communication skills and self-starting attitude
• Experience with Microsoft Suite of Products