Solutions Manager

Banking Officer/Human Resources Specialist | SHRM Certified Professional

The Payment Solutions Manager will lead the bank’s modern payment strategy and operations, overseeing all payment rails and related customer support functions. This role is responsible for managing electronic funds transfer (EFT), debit card programs, bill pay, person-to-person (P2P) and account-to-account (A2A) transfers, and real-time payment solutions such as Fed Now and Zelle. The Payment Solutions Manager will also oversee debit card fraud management and resolution, ensuring robust risk management practices.

In addition, this position will play a key role in shaping the bank’s digital banking strategy and will manage teams that support consumer and non‑Treasury Management customers. The Payment Solutions Manager will also lead the Call Center and Interactive Teller Machine (ITM) operations, ensuring exceptional customer experience across all channels.

• Provide strategic leadership, mentorship, and guidance to the Payment Solutions Team, fostering a culture of innovation, collaboration, accountability, and continuous improvement.
• Recruit, onboard, and develop high‑performing teams across Payment Solutions, including Debit Card & Fraud Management, Digital Payments (Bill Pay, P2P, A2A, Fed Now), and Call Center/ITM operations.
• Establish clear performance expectations, delegate responsibilities effectively, and hold team leaders accountable through coaching, mentoring, and performance management.
• Define and execute the bank’s payment strategy with input and guidance from executive management, ensuring alignment with digital banking initiatives and customer experience goals.
• Oversee all modern payment rails: EFT/debit cards, bill pay, P2P/A2A transfers, Zelle and Fed Now.
• Ensure operational excellence and compliance across all payment channels, including fraud prevention and resolution.
• Participate in internal and external audits related to payment solutions, fraud management, and customer support functions.
• Collaborate with auditors and internal stakeholders to provide requested documentation and explanations.
• Develop and implement corrective action plans to resolve audit findings promptly and effectively.
• Maintain accurate records and reporting to support audit readiness and regulatory examinations.
• Lead the Call Center and ITM teams to deliver exceptional service to customers.
• Implement processes and technologies that enhance customer satisfaction and streamline support for payment‑related inquiries.
• Monitor payment activity for fraud, conduct investigations, and coordinate recovery efforts when necessary.
• Partner with Treasury Management, Deposit Operations, and Business Intelligence teams to ensure seamless integration of payment solutions.
• Prepare and deliver accurate, timely reports on payment volumes, fraud trends, and operational performance to executive management.
• Identify training needs and implement programs to enhance team capabilities.
• Evaluate emerging payment technologies and recommend solutions to improve efficiency, security, and customer experience.
• Optimize performance of teams through training, supervision, discipline when necessary, and delegation of duties, establishing clearly defined responsibilities and performance expectations while assuring full compliance with all policies and procedures.

• Education:
  
  High School Diploma or GED.
• Experience:
  
  5‑7 years of related financial institution experience and 5 years of management experience.

Mid‑Senior level

Full‑time

Management

Banking

Medical insurance

Vision insurance

401(k)

Tuition assistance

Disability insurance