Digital Payments Team Leader

City National Bank of Florida•Coral Gables, FL

About The Position

The Digital Payments Team Leader is responsible for leadership, administration, and daily operational oversight of the Bank's Transaction Support, Card Operations, Electronic Funds Transfer (EFT) support functions, Special Handling Channel, transaction dispute activities, and related Digital Payments services. The role ensures accurate and timely processing, regulatory compliance, effective risk management, strong operational controls, and exceptional internal and external client service. It exercises discretion and independent judgment within the individual's authority and maintains a knowledgeable, cross-trained organization capable of supporting evolving payment operations. The position partners with Treasury Management, Treasury, lines of business, Compliance, Sanctions, BSA/AML, Fraud, Enterprise Risk Management, Finance, Technology, and vendors to support operational effectiveness, regulatory readiness, client service, and strategic initiatives. It oversees operational standards, performance, controls, escalations, reconciliations, reporting, vendor coordination, system and process changes, audits, and remediation across its assigned functions.

Requirements

Minimum 3 years of progressive experience in Transaction Support, card operations, EFT services, transaction disputes, payment operations, or related financial services functions.
Minimum 2 years of leadership or lead experience within a regulated financial institution, including operational controls, regulatory compliance, risk management, employee development, and client service.
Strong knowledge of Transaction Support, card operations, debit card servicing, EFT services, operational exceptions, client-service requests, and related controls.
Strong knowledge of the Special Handling Channel or a comparable high-touch service-request channel, including queue management, prioritization, approvals, processing controls, aging, reporting, and escalation practices.
Knowledge of consumer and commercial transaction dispute processing, including Regulation E requirements, applicable card network rules, investigation standards, documentation, provisional credit, resolution timeframes, recoveries, and client notifications.
Knowledge of card fraud and exception processes, third-party card service provider oversight, operational losses, reconciliations, adjustments, and settlement-related controls.
Experience managing internal transfers, stop-payment requests, check orders, payment research, EFT exceptions, operational adjustments, and related Transaction Support activities.
Ability to lead operational initiatives, system implementations, testing, vendor changes, business continuity exercises, and process improvement efforts.
Ability to analyze and resolve complex card, EFT, dispute, Special Handling Channel, operational, regulatory, vendor, banker, and client-related issues.
Excellent organizational, analytical, communication, problem-solving, people-management, and time-management skills.
Advanced proficiency in Microsoft Office applications, card and payment platforms, queue-management systems, reporting tools, and related operational technology.
Bachelor's degree in Business Administration, Finance, Operations, or a related field; an equivalent combination of education and relevant professional experience may be considered.

Nice To Haves

Accredited Payments Risk Professional (APRP) certification preferred.
Accredited ACH Professional (AAP) certification preferred.
Certified Treasury Professional (CTP) certification preferred.

Responsibilities

Provide leadership and daily oversight for Transaction Support, Card Operations, EFT support functions, the Special Handling Channel, transaction dispute processing, and related Digital Payments services.
Oversee the Special Handling Channel, including reviewing, assigning, processing, documenting, and completing requests in accordance with procedures, service levels, approvals, and client expectations.
Monitor Special Handling Channel queues, aging, priorities, service-level performance, exceptions, and escalations; assist with complex, high-risk, or time-sensitive requests.
Establish and maintain operational controls, quality review standards, reporting, escalation procedures, and backup coverage for Special Handling Channel activities.
Oversee debit card operations and servicing, including card maintenance, orders, replacements, limits, exceptions, controls, vendor coordination, and complex issue escalation.
Oversee transaction, card, and EFT disputes, including claims, provisional credit decisions, investigations, documentation, recoveries, client notifications, and timely resolution under applicable requirements.
Ensure compliance with Regulation E, card network operating requirements, Bank policies, record-retention standards, and procedures governing card and EFT services and disputes.
Oversee Transaction Support activities such as internal transfers, stop-payment requests, check orders, payment research, EFT exceptions, operational adjustments, and related client and banker requests.
Provide operational assistance across other Digital Payments functions as needed to meet business priorities, staffing needs, processing volumes, service requirements, and deadlines.
Ensure assigned functions are completed accurately, timely, and in compliance with service levels, policies, procedures, dual-control requirements, and applicable regulations.
Establish and monitor operational standards, performance metrics, quality measures, aging, service levels, productivity, and risk indicators.
Identify operational, compliance, fraud, financial, and client-impacting risks and implement appropriate controls, monitoring, escalation, and corrective actions.
Serve as the escalation point for complex card, EFT, dispute, Transaction Support, Special Handling Channel, system, vendor, banker, and client issues.
Oversee reconciliations, exception reporting, settlement and adjustment review, outstanding-item follow-up, operational losses, recoveries, and management reporting.
Lead or support system implementations, vendor enhancements, testing, release validation, product changes, and process improvement initiatives affecting assigned functions.
Partner with Fraud, Compliance, Legal, Enterprise Risk Management, Treasury Management, Operations, Client Service, Product Management, Technology, and third-party providers to resolve issues and support operational enhancements.
Participate in audits, examinations, risk assessments, control testing, and regulatory reviews, and ensure timely remediation of identified issues.
Maintain current knowledge of card products, EFT services, dispute regulations, fraud trends, card network requirements, operational risks, technologies, and industry developments.