Director of Payments & Digital Operations

Community First Bank of Indiana•,

62d•Onsite

About The Position

At CFB, our culture is built on servant leadership, connection, integrity, and growth. We lead by putting people first, supporting our employees, serving our communities. Collaboration and innovation drive us forward, while our deep community roots remind us that what we do makes a difference beyond the bank. We invest in the development of our people, celebrate diverse perspectives, and create opportunities to learn, grow, and lead. When you join CFB, you’re not just building a career, you’re becoming part of a team that is shaping the future of community banking. The Director of Payments & Digital Operations is responsible for overseeing the implementation, daily operational support, processing, controls, and service delivery functions related to the Bank's digital banking channels and payment services. Working in alignment with the strategic direction, product roadmap, and platform vision established by the Director of Digital Strategy & Products, this position ensures digital banking and payment-related activities are executed accurately, securely, timely, and in accordance with internal procedures, regulatory requirements, and service expectations. The role is accountable for the ongoing administration, operational effectiveness, and service delivery of approved digital banking and payment solutions.

Requirements

Minimum of 5 years of banking, payments, digital banking, treasury management, or related operational experience.
Strong supervisory, communication, and relationship management skills.
Excellent organizational, analytical, problem-solving, and issue-resolution abilities.
Strong understanding of digital banking operations and payment processing, including ACH, Same Day ACH, wires, debit cards, FedNow, RTP, bill payment, and P2P payments.
Working knowledge of NACHA Operating Rules and the ability to apply them to daily operations.
Demonstrated ability to support system implementations, conversions, integrations, and enhancement projects.
Strong risk, compliance, audit, and internal control awareness related to electronic banking and payment services.
Ability to manage daily priorities, deadlines, escalations, and competing requests while maintaining strong day-to-day operational execution.
Customer experience focus with the ability to support digital adoption and service delivery improvements.
Process improvement mindset with a focus on operational efficiency and service quality.

Nice To Haves

Minimum of 2 years of supervisory, team lead, or operational coordination experience.
Experience supporting technology implementations, system conversions, vendor updates, or system enhancements.
Familiarity with digital banking platforms, payment processing, and third-party banking technology vendors.
Familiarity with real-time payments, FedNow, RTP, debit card services, ACH, wire transfers, or treasury management solutions.
Working knowledge of NACHA Operating Rules, with willingness to deepen expertise on the job.
Accredited ACH Professional (AAP) certification. Candidates without AAP certification must be willing to pursue certification within an agreed-upon timeframe following employment.
Bachelor's degree in Business, Finance, Information Systems, or a related field, or equivalent work experience.

Responsibilities

Supervise the daily work of team members responsible for digital banking and payment operations, including workload management, task prioritization, coaching, training, performance feedback, and service quality.
Oversee daily operational support for online banking, mobile banking, debit card services, ACH, wires, bill payment, mobile deposit, remote deposit capture, treasury management support functions, and other electronic banking services.
Ensure digital banking and payment-related tasks, reports, maintenance, reviews, and customer support items are completed accurately, timely, securely, and in accordance with established procedures.
Maintain in-depth working knowledge of the Bank's digital banking platform — its features, configuration options, and operational capabilities — serving as a go-to resource for how the platform functions day to day.
Identify operational pain points and inefficiencies within the digital banking platform, and proactively propose and drive efficiencies, optimizations, and enhancements — configuring, testing, and implementing approved changes, settings, feature activations, and release updates to ensure functionality works as intended before rollout.
Maintain expert knowledge of NACHA Operating Rules; build and maintain operational programs, procedures, and controls to ensure ACH activities remain compliant; and monitor future rule changes to implement appropriate operational updates as needed.
Serve as an escalation point for operational questions, customer issues, payment exceptions, troubleshooting needs, and service-related concerns, helping customer-facing and internal teams resolve issues such as login problems, transaction questions, service setup needs, and maintenance requests.
Ensure efficient, accurate, secure, and compliant processing of payment transactions and related operational activities.
Support operational and implementation efforts by assisting with testing, training, communication, and operational readiness for approved digital banking or payment changes, enhancements, releases, upgrades, conversions, integrations, and vendor updates, partnering with other departments as needed.
Maintain procedures, checklists, support documentation, and operational workflows, and support vendor issue resolution by opening tickets, tracking service issues, coordinating follow-up, and communicating operational impacts to stakeholders.
Monitor daily operational controls, exceptions, reports, errors, payment risk, and fraud trends, and support audits, user access reviews, and risk assessments to ensure accuracy, security, and risk mitigation.
Monitor digital platform performance, customer adoption, service delivery, and operational metrics to identify opportunities for improvement.
Help ensure payment and digital banking activities comply with applicable laws, regulations, internal policies, and established controls, and provide subject matter expertise to customers and staff for payment-related services including ACH, Same Day ACH, FedNow, RTP, wires, debit cards, bill payment, and P2P payments.
Foster a culture of innovation, accountability, collaboration, and continuous improvement within digital banking and payment operations.