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The main purpose of this job is to oversee and enhance our ACH, Wire Transfer, Instant Payments & International departments. This role involves ensuring that daily operations, reporting and tracking, development and coaching of employees, and customer service of the ACH, Wire Transfer, Instant Payments, and International business units are occurring with high quality and according to established guidelines and procedures. The position also requires maintaining overall quality and customer service standards, employee performance, and budget monitoring. Additionally, the role includes developing and completing projects resulting from changes in technology, regulations, new services, and efficiencies for the departments. Identifying process improvement opportunities and leading initiatives to enhance efficiency, accuracy, and customer satisfaction by implementing best practices and leveraging technology to streamline operations is also a key responsibility. The candidate will resolve complex wire transfers issues while delivering exceptional customer service and fostering strong relationships with internal and external stakeholders. Working with IT and vendors to resolve both production and project issues and providing input on product enhancement and other roadmap items is essential. The role also involves working with auditors (internal and external) to ensure compliance with SOX and other regulatory controls, leading and mentoring team members, performing management functions, and supporting budget management.
