Payments Operations Manager

Payments Operations Manager

LCCU is hiring! The Payments Operations Manager is responsible for leading the daily operations of the Payment Services team, including ACH, check processing, wire transfers, P2P payments, online bill pay, remote deposit capture, Zelle and any other payment services, and related disputes. This role ensures payment services are processed accurately, timely, securely, and in compliance with applicable regulations, network rules, and internal policies.

The Manager serves as the primary subject matter expert for payment operations and partners with Retail Services, Branch Operations, the Virtual Center, Digital Banking, Compliance, Risk Management, Fraud Prevention, BSA, Finance, IT, and vendors to support operational excellence, risk management, and a strong member experience.

• Lead daily operations of the Payment Services team, including ACH, check processing, wire transfers, P2P payments, online bill pay, RDC, and related services.
• Develop and maintain departmental procedures, workflows, controls, service standards, and performance metrics.
• Monitor daily processing to ensure accuracy, timeliness, compliance, and timely resolution of issues.
• Lead process improvement initiatives, system enhancements, new product implementations, and payment-related projects.

• Serve as the subject matter expert for payment services, ACH, item processing, and related operational functions.
• Manage payment exceptions, escalations, research requests, disputes, corrections, reconciliations, and operational losses.
• Ensure assigned payment services are completed in accordance with applicable laws, regulations, network rules, vendor requirements, and internal procedures.
• Prepare reports on payment activity, trends, losses, exceptions, and key operational metrics.

• Partner with Compliance, Risk Management, BSA, Fraud Prevention, Finance, IT, and vendors to strengthen payment-related controls and resolve issues.
• Monitor payment activity for risk trends, fraud indicators, operational gaps, and process improvement opportunities.
• Manage vendor relationships related to payment services, including service levels, issue resolution, system performance, and operational support.
• Maintain working knowledge of applicable rules and regulations, including Regulation E, Regulation CC, NACHA rules, Check 21, BSA/AML requirements, OFAC, and other applicable requirements.

• Serve as the primary point of contact for internal operational support related to payment services and item processing.
• Partner with Retail Services, Branch Operations, the Virtual Center, Digital Banking, Compliance, BSA, Fraud Prevention, Risk Management, Finance, IT or any internal department to resolve escalated issues and improve processes.
• Provide timely guidance, communication, and training support to branches and internal departments.
• Participate in new product and service development related with Payment Services.

• Lead, coach, and support team members responsible for payment services, item processing, ACH, wires, RDC, bill pay, Zelle and related functions.
• Set clear expectations, monitor performance, and provide regular feedback.
• Foster accountability, teamwork, accuracy, continuous improvement, and high-quality service delivery.

Curious about joining our LCCU team? Here's what you'll need to bring along:

• Bachelor's degree in business, finance, operations, or a related field; equivalent experience may be considered.
• Minimum of 7 years of experience in deposit operations, payment services, item processing, electronic payments, or related financial institution operations.
• Minimum of 3 years of supervisory or team leadership experience preferred.
• Experience with ACH processing, check processing, wire transfers, P2P payments, online bill pay, RDC, payment disputes, reconciliations, exception handling, and operational controls.
• Strong working knowledge of applicable regulations and rules, including NCUA requirements, North Carolina credit union laws and regulations, Regulation E, Regulation CC,…