Team Lead, Finance & Banking

The Payments Team Lead is a working leadership position responsible for coordinating the daily activities of the Payments Systems team while actively supporting payment processing and operational functions. This position provides day-to-day direction, coaching, quality oversight, and operational support across ACH, wire transfers, debit and credit cards, disputes, chargebacks, and related electronic payment activities.

The Team Lead serves as the primary operational resource and first point of escalation for the Payments Systems team, ensuring work is completed accurately, timely, and in accordance with established procedures, internal controls, regulatory requirements, and payment network rules. The position works closely with the Payments Systems Manager to maintain appropriate staffing and coverage, strengthen operational controls, develop associates, improve processes, and support reliable payment services for members and internal business partners.

• Coordinate daily workflow and assign and prioritize work across payment operations based on transaction volumes, deadlines, staffing, service levels, and operational risk.
• Provide day-to-day direction, coaching, and support to Payments Systems associates; promote accountability, accuracy, collaboration, and consistent execution.
• Manage daily staffing and coverage needs, including approving routine time-off requests while ensuring appropriate operational coverage and segregation of duties.
• Serve as the first point of escalation for associate questions, operational issues, and complex member or branch inquiries; resolve issues within established authority and elevate higher-risk or material matters to the Payments Systems Manager as appropriate.
• Monitor individual and team productivity, service levels, processing deadlines, work queues, and operational performance; address concerns and communicate significant trends or issues to the Payments Systems Manager.
• Participate in associate performance evaluations by providing documented feedback regarding performance, development, productivity, accuracy, teamwork, and adherence to established expectations.
• Provide ongoing coaching and performance feedback and partner with the Payments Systems Manager on significant performance concerns or corrective action.
• Coordinate onboarding, training, and cross-training to develop appropriate depth of knowledge and backup coverage across critical payment functions.
• Promote communication and knowledge sharing across the team to reduce key-person dependencies and ensure continuity of operations.

• Perform assigned payment-processing responsibilities as part of the position's regular workload while maintaining sufficient capacity to fulfill Team Lead responsibilities.
• Maintain working knowledge across ACH, wire transfers, debit and credit cards, disputes, chargebacks, provisional credit, payment adjustments, and related payment operations.
• Provide operational backup across payment functions based on staffing, transaction volume, deadlines, absences, and business needs.
• Assist with the research and resolution of payment exceptions, returns, reversals, adjustments, recalls, disputes, transaction discrepancies, posting issues, and other complex payment-related matters.
• Support timely and accurate processing of ACH and wire activity, card servicing, dispute resolution, provisional credit, reconciliations, adjustments, and other assigned payment activities.
• Assist associates with complex transaction research and determine appropriate resolution within established procedures and delegated authority.
• Coordinate operational response to payment-processing interruptions, system issues, vendor issues, or other events affecting daily payment activities and escalates significant events appropriately.

• Perform and coordinate quality-control reviews to ensure payment transactions and operational activities are processed accurately, timely, and in accordance with established requirements.
• Monitor adherence to payment procedures, internal controls, authorization requirements, dual-control practices, segregation of duties, transaction limits, verification requirements, and other established risk controls.
• Identify processing errors, control weaknesses, recurring exceptions, or operational risks and take appropriate action within established authority; escalation material concerns to the Payments Systems…