Digital Payments Supervisor

City National Bank of Florida•Coral Gables, FL

About The Position

The Digital Payments Supervisor leads, administers, and oversees the Bank’s Digital Payments department, with primary responsibility for domestic and international wire transfer operations and foreign currency (FX) operations. The position ensures payment activity is accurate, timely, secure, and compliant with applicable laws, regulations, sanctions requirements, Bank policies, procedures, and service levels. The role oversees Wire Operations, FX Operations, ACH Operations, card operations, transaction and card dispute processing, Transaction Support, payment investigations, reconciliations, exception management, system administration, operational reporting, and related payment services. It serves as the primary escalation point for complex operational issues and maintains a knowledgeable, cross-trained team able to support changing payment operations. The Supervisor works with Treasury Management, Treasury, business-line partners, Compliance, Sanctions, BSA/AML, Fraud, Enterprise Risk Management, Finance, Product Management, Technology, and vendors. The role supports operational effectiveness, regulatory readiness, client service, technology and modernization initiatives, and the Bank’s strategic objectives. A bachelor’s degree in Finance, Economics, Accounting, or a related field is requested; an equivalent combination of education and/or relevant professional experience may be considered in lieu of a degree.

Requirements

At least 5 years of experience in payment operations, wire transfer operations, foreign exchange operations, treasury services, SWIFT, or related financial services functions.
At least 3 years of leadership experience within a regulated financial institution, including staff leadership, operational controls, risk management, regulatory compliance, client service, and complex payment operations.
Advanced knowledge of domestic and international wire transfer operations, including Fedwire, SWIFT messaging, payment investigations, repairs, returns, recalls, and exception processing.
Strong knowledge of foreign currency payments and FX operations, including trade support, settlement instructions, confirmations, reconciliations, payment messaging, and settlement risk controls.
Knowledge of ISO 20022 payment standards, structured payment data, sanctions screening, BSA/AML requirements, fraud controls, and payment operations risk management.
Working knowledge of ACH operations, card operations, debit card services, card network requirements, transaction and card dispute processing, Regulation E, Transaction Support, payment investigations, reconciliations, and related digital payment services.
Experience managing wire, FX, ACH, card, and dispute operations, operational controls, regulatory compliance, client service, vendor relationships, and system enhancements within a financial institution.
Ability to lead departmental initiatives, operational transformations, system implementations, testing, business continuity exercises, and process improvement efforts.
Ability to review, process, reconcile, and accurately balance high-value transactions and settlement activity in U.S. dollars and foreign currencies.
Ability to analyze and resolve complex payment, operational, regulatory, settlement, system, and client-related issues involving multiple variables and competing priorities.
Strong organizational and time-management skills, including the ability to manage multiple priorities, critical deadlines, and concurrent initiatives.
Excellent verbal, written, and interpersonal communication skills, including the ability to communicate effectively with clients, employees, management, auditors, regulators, financial institutions, and business partners.
Thorough understanding of management principles, including strategic planning, policy development, employee development, performance management, delegation, coaching, and organizational leadership.
Advanced proficiency in Microsoft Office applications, payment platforms, reporting tools, and related operational technology.
Knowledge of card operations, debit card products, card network operating requirements, fraud and exception processes, and third-party card service provider oversight.
Knowledge of consumer and commercial transaction dispute processing, including Regulation E, card network rules, investigation standards, documentation, provisional credit, resolution timeframes, and client notification requirements.
Bachelor’s degree in Finance, Economics, Accounting, or a related field, or an equivalent combination of education and/or relevant professional experience.

Responsibilities

Lead and provide operational oversight for the Digital Payments department, including Wire, FX, ACH, card, dispute, Transaction Support, investigation, and related payment operations, with primary focus on Wire and FX.
Oversee daily departmental work and ensure transactions, exceptions, reconciliations, investigations, and service requests meet accuracy, timeliness, service-level, policy, procedure, and regulatory requirements.
Lead domestic and international wire operations, including Fedwire and SWIFT transfers, repairs, returns, recalls, cancellations, investigations, exceptions, and high-value transaction escalations.
Lead foreign currency payment and FX operations, including trade support, settlement instructions, confirmations, payment messaging, reconciliations, exceptions, investigations, and coordination with settlement partners.
Oversee payment screening and escalations supporting sanctions, BSA/AML, fraud prevention, and other applicable controls.
Establish and monitor operational standards, performance metrics, service levels, quality measures, segregation of duties, dual controls, and transaction approval requirements.
Identify operational, compliance, settlement, financial, and client-impacting risks and implement controls, monitoring, escalation, and corrective actions.
Serve as the primary escalation point for complex wire, FX, payment investigation, settlement, system, client, and business-partner issues.
Ensure timely and accurate reconciliations, settlement balancing, general ledger review, outstanding-item follow-up, and operational reporting.
Develop and maintain escalation procedures, contingency plans, disaster recovery requirements, and business continuity processes for critical payment operations.
Oversee administration and support of payment systems, applications, interfaces, message channels, operational queues, user access, and vendor-supported services.
Lead or support payment technology initiatives, conversions, product implementations, upgrades, testing, release validation, and process improvements.
Support payment modernization, including ISO 20022, structured payment data, SWIFT-related changes, and evolving domestic and cross-border payment standards.
Partner with internal teams and vendors to support operational effectiveness and strategic objectives.
Evaluate processes to improve efficiency, accuracy, client experience, risk management, capacity, automation, and scalability.
Oversee service performance, exception, operational risk, and management reporting.
Participate in audits, examinations, risk assessments, control testing, and regulatory reviews, and ensure timely remediation of identified issues.
Maintain current knowledge of wire, SWIFT, foreign exchange, ACH, payment operations, sanctions, regulatory, technology, and industry developments and incorporate applicable changes into planning and procedures.
Oversee card operations and servicing, including controls, exception handling, card program support, vendor coordination, service performance, and escalation of complex issues.
Oversee transaction and card dispute processing, including investigations, documentation, provisional credit decisions, and resolutions within applicable regulatory, network, policy, and service requirements.
Maintain monitoring and controls for card and dispute operations, including fraud escalations, aging, quality review, regulatory timeframes, operational losses, recoveries, and client communications.
Partner with Fraud, Compliance, Legal, Operations, Client Service, Product Management, and card service providers to resolve card and dispute issues and support program enhancements.