Business Systems Support - Payments Technology

Customers Bank•Malvern, PA

About The Position

At Customers Bank, we believe in working hard, working smart, working together to deliver memorable customer experiences and having fun. Our vision, mission, and values guide us along our path to achieve excellence. Passion, attitude, creativity, integrity, alignment, and execution are cornerstones of our behaviors. They define who we are as an organization and as individuals. Everyone is encouraged to have personal development plans. By doing so, our team members are on their way to achieve their highest potential and be successful in their personal and professional lives. Must be eligible to work in the U.S. without requiring sponsorship now or in the future. Who is Customers Bank? Founded in 2009, Customers Bank is a super-community bank with over $22 billion in assets. We believe in dedicated personal service for the businesses, professionals, individuals, and families we work with. We get you further, faster. Focused on you: We provide every customer with a single point of contact. A dedicated team member who’s committed to meeting your needs today and tomorrow. On the leading edge: We’re innovating with the latest tools and technology so we can react to market conditions quicker and help you get ahead. Proven reliability: We always ground our innovation in our deep experience and strong financial foundation, so we’re a partner you can trust. What you’ll do: The Business Systems Support – Payments Technology role is responsible for ensuring the stability, resiliency, and operational excellence of the bank’s payment platforms and supporting technologies. This individual will provide day-to-day technical and operational support across payment systems, APIs, and backend integrations, partnering closely with operations, technology, vendors, and business stakeholders to ensure reliable, secure, and efficient payment processing. The role requires strong payments knowledge, hands-on systems support experience, and a practical understanding of how payment technology operates within a regulated banking environment.

Requirements

Minimum of 3-5 years of experience supporting payment systems or financial services applications in a banking or regulated environment
General payments knowledge, including payment processing flows, settlement concepts, and operational controls
Hands-on experience with application support, backend systems, or API integrations
Strong troubleshooting skills across technical and operational issues
Ability to work effectively in a fast-paced, production-support environment

Nice To Haves

Experience supporting real-time payments, ACH, wires, or API-based payment platforms
Familiarity with monitoring tools, logging, and incident management processes
Experience working with vendors and third-party payment technology providers
Understanding of resiliency, high availability, and disaster recovery concepts
Exposure to ISO 20022, modern payment messaging, or cloud-based payment architectures
Strong analytical and problem-solving skills
Ability to translate technical issues into clear business and operational impacts
Detail-oriented with a focus on reliability and risk management
Strong communication and collaboration skills
Self-motivated, accountable, and committed to operational excellence

Responsibilities

Provide day-to-day operational and technical support for payment systems, including real-time, batch, and API-based payment platforms
Monitor system health, performance, and availability to ensure high resiliency and uptime across payment services
Act as a point of escalation for payment system issues, incidents, and service disruption
Participate in incident response, root cause analysis, and post-incident reviews to prevent recurrence
Support business continuity, disaster recovery testing, and resiliency initiatives related to payment systems
Support payment applications, backend services, and integrations, including APIs, message queues, and file-based interfaces
Troubleshoot technical issues across applications, middleware, and downstream integrations
Coordinate with internal technology teams and external vendors to resolve defects, outages, and performance issues
Assist with application upgrades, patches, configuration changes, and new payment capabilities
Maintain documentation for system flows, integrations, support procedures, and operational runbooks
Support payment technologies across channels such as online banking, APIs, internal systems, and third-party integrations
Assist with onboarding and ongoing support of APIs and payment technology consumers
Understand and support common payment rails and formats (e.g., ACH, Wires, RTP, FedNow, ISO 20022, proprietary APIs)
Partner with payments operations to ensure system behavior aligns with operational workflows and controls
Work closely with payments operations, product, compliance, risk, and technology teams to ensure seamless execution
Identify opportunities to improve monitoring, automation, controls, and operational efficiency
Support audits, regulatory exams, and risk reviews by providing system knowledge and documentation
Contribute to continuous improvement of support processes, tooling, and metrics