Deposit Operations Payments Supervisor

Deposit Operations Payments Supervisor

The Deposit Operations Payments Supervisor is responsible for Payment Channel operational functions of back-office processing, which includes ACH and online banking. This role provides a full range of technical, operational, and general support to customers and the Bank including, but not limited to technical and general support, assisting customers with security settings and overall product usage, addressing routine inquiries and answering questions, providing step by step technical instruction and support via telephone, e-mail or in person, responding to customer inquiries or complaints and troubleshooting.

This role will also be responsible for resolving customer concerns, problems, and discrepancies through a variety of means including reconciling accounts, entering corrections, and reversing customer fees or charges with the concurrence of Bank management.

This position operates in a fast-paced environment with several processing time frames, compliance regulations, and daily deadlines. The role requires the ability to perform and understand numerous operational functions completed within this division. This position also provides day-to-day guidance, training, and workflow support to assigned team members, helping ensure work is completed accurately, timely, and in accordance with department procedures, compliance requirements, and service standards.

The Deposit Operations Payments Supervisor may also represent Deposit Operations on special projects and/or task force committees as required.

Team Guidance and Workflow Support

• Provides day-to-day guidance, training, and workflow support to assigned team members.
• Assigns, prioritizes, and reviews work to ensure operational deadlines, department procedures, service standards, and compliance requirements are met.
• Supports cross-training, coaching, and knowledge sharing across Deposit Operations functions.
• Monitors assigned ACH and debit-related workflows, exceptions, escalations, risk indicators, policy adherence, and service-level expectations to support timely, accurate, and compliant processing.
• Identifies and provides feedback on process improvements, automation opportunities, and workflow efficiencies.

ACH, Payment Channel, and Settlement Processing

• Performs and reviews ACH processing activities, including Federal Reserve settlement balancing with FIS reports, receiving and origination reporting, ACH stop suspect review, ACH overdraft exception decisioning, and ACH disputes.
• Reviews transactions on the ACH OFAC report in accordance with established deadlines and procedures to support OFAC compliance.
• Reviews prenote activity and provides prenote reports to the Contact Center for customer correspondence.
• Processes death notifications received through Fedline Web and reviews government reclamations.
• Performs daily ATM settlement functions and prepares posting sheets for ATM discrepancies reported by branches.

Fraud Monitoring and Risk Controls

• Reviews fraud monitoring reports and systems to identify suspicious account activity.
• Monitors external transfer setup to identify suspicious activity and confirm customer eligibility for service.
• Performs and reviews debit card alerts in Verafin to mitigate fraud and identify fraud trends.
• Escalates unusual activity, exceptions, or potential risk concerns in accordance with department procedures.

Operational Controls, Reconciliations, and Records

• Completes proof of assigned general ledger accounts according to established deadlines; researches and resolves outstanding items.
• Assists with the Deposit Operations record retention schedule, including monitoring retention requirements, storage locations, destruction, and required documentation.
• Supports testing of application, product, and service changes, including special projects and implementation tasks.

Customer, Branch, and Internal Support

• Provides customer service and technical support to internal and external customers, including assistance with online banking, security settings, product usage, inquiries, discrepancies, and troubleshooting.
• Supports branch, Contact Center, and internal…