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Overview: The Digital Payments Team Leader is responsible for the leadership, administration, and daily operational oversight of the Bank's Transaction Support, Card Operations, Electronic Funds Transfer (EFT) support functions, Special Handling Channel, and transaction dispute activities. The role ensures accurate and timely processing, regulatory compliance, effective risk management, strong operational controls, and exceptional internal and external client service.
This position exercises discretion and independent judgment within the scope of the individual's authority and is responsible for maintaining a knowledgeable, cross-trained organization capable of supporting the Bank's evolving payment operations. The role partners with Treasury Management, Treasury, LOB partners, Compliance, Sanctions, BSA/AML, Fraud, Enterprise Risk Management, Finance, Technology, and vendors to support operational effectiveness, regulatory readiness, client service, and strategic initiatives.
What You'll Do:
Provides leadership and daily oversight for Transaction Support, Card Operations, EFT support functions, the Special Handling Channel, transaction dispute processing, and related Digital Payments services.
Oversees the Bank's Special Handling Channel, ensuring requests are reviewed, assigned, processed, documented, and completed accurately and timely in accordance with established procedures, service levels, approval requirements, and client expectations.
Monitors Special Handling Channel queues, aging, priority items, service-level performance, exceptions, and escalations and provides support for complex, high-risk, or time-sensitive requests.
Establishes and maintains operational controls, quality review standards, reporting, escalation procedures, and backup coverage for Special Handling Channel activities.
Oversees debit card operations and servicing activities, including card maintenance, card orders, replacements, limits, exceptions, operational controls, vendor coordination, and escalation of complex card-related issues.
Oversees transaction, card, and EFT dispute processing, including claims, provisional credit decisions, investigations, documentation, recoveries, client notifications, and resolution within applicable regulatory, network, policy, and service requirements.
Ensures compliance with Regulation E, applicable card network operating requirements, Bank policies, record-retention standards, and procedures governing card and EFT services and dispute processing.
Oversees Transaction Support activities, including internal transfers, stop-payment requests, check orders, payment research, EFT exceptions, operational adjustments, and related client and banker service requests.
Provides operational assistance across other Digital Payments functions, as needed, based on business priorities, staffing needs, processing volumes, service-level requirements, and departmental deadlines.
Ensures assigned functions are completed accurately, timely, and in compliance with established service levels, policies, procedures, dual-control requirements, and applicable regulations.
Establishes and monitors operational standards, performance metrics, quality measures, aging, service levels, productivity, and risk indicators for assigned functions.
Maintains a strong control environment by identifying operational, compliance, fraud, financial, and client-impacting risks and implementing appropriate controls, monitoring, escalation, and corrective actions.
Serves as the escalation point for complex card, EFT, dispute, Transaction Support, Special Handling Channel, system, vendor,…