VP of Operational Support

Oklahoma's Credit Union • Oklahoma City, OK

1d • Onsite

About The Position

The VP of Operational Support will demonstrate enthusiastic support of our mission and core values. This position is responsible for employee growth and development, relationship building and assisting employees in delivering exceptional service to our members. In addition, this position is responsible for creating conducive vendor relationships related to Payments to ensure adequate internal assistance and timely response to issues.

The VP of Operational Support will provide leadership for all activities including debit and credit card servicing and operations including service delivery, overseeing financial settlement and reconciliation, account maintenance and troubleshooting and when issues arise, communication with appropriate internal teams and timely resolution. In addition to credit and debit resolution, the VP of Operational Support is responsible for fraud and disputes related to debit/credit cards, checks, electronic checks, ACHs and Zelle, they will work in tandem with IT, Accounting and Risk Management on all payment related issues. This position will perform staff development, conduct performance reviews and develop higher levels of expertise in the staff through training and education by collaborating with all vendors associated with Payments. This position will provide overall guidance and support for systems including member experience within each channel, digital, over the phone and/or in person. Focus must be on the internal and external member experience with our core values in mind at all times.

Requirements

• Bachelor’s degree or four years combination of college level education and experience in a similar position required.

Nice To Haves

• Three years card servicing experience preferred.
• Prior managerial experience is preferred.
• Successful completion of credit union training course as assigned.

Responsibilities

• Foster trust, cooperation, and good morale within the team and across departments.
• Provide excellent member services and contribute to team efforts.
• Assist with escalated member service issues and ensure high-quality service.
• Develop, recommend, and implement policies and programs that ensure organizational compliance while maximizing member experience and risk mitigation.
• Build staff capability within the department to ensure key performance targets are met whilst continually maintaining employee engagement, risk, quality, regulatory and procedural standards.
• Collaborate across multiple departments (Information Technology, Marketing, Digital, Compliance, and Accounting) to optimize payment systems by improving member experience, controlling fraud, and ensuring efficiency.
• Responsible for developing strategies that incorporate new technologies (i.e. Real Time Payments) and increase payment channel adoption across the credit union.
• Oversees vendor relationships associated with all Payments in the credit union.
• Responsible for oversight of all day-to-day activities relating to debit and credit card operations.
• Oversees strategies and processes for all digital payment vendors, credit and debit card portfolios, and ATM network including but not limited to TransFund, Velera, VISA, MasterCard, Zelle, iPay, Q2, etc.
• Periodically conducts benchmarking of key performance metrics for payment operations to articulate improvement areas and drive efficiency within the department.
• Responsible for managing the credit union’s debit/credit card rewards points program.
• Oversees the dispute/chargeback process associated with all member transaction disputes.
• Develops and implements strategies and procedures for identifying and blocking fraudulent transactions.
• Analyzes trends with the goal of identifying emerging fraudulent schemes or risks; recommends proactive, preventative measures that are meant to reduce exposure.
• Implement and monitor policies and procedures for risk management and loss prevention.
• Ensures all mission-critical payment processing tasks are completed daily, including mobile deposit, check, ACH, and bill payer processing.
• Manages day-to-day ATM/ITM operations, monitoring cash levels in the entire fleet.
• Coordinates replenishments with the Facilities/Security departments.
• Provides ATM/ITM troubleshooting support.
• Provides day-to-day management and support for P2P, RTP, and Digital Banking/External Transfer transactions.
• Recommends enhancements for product/technology to improve performance and profitability.
• Maintains active knowledge around regulatory issues, impacting the payments industry; ensures compliance with federal and network regulations, including NACHA, Regulation E, Regulation Z, and VISA/MasterCard rules.
• Represent Payments in project teams, particularly for system releases and upgrades.

Benefits

• 401(k) contribution match of up to 3%, plus additional profit-sharing match of 3%
• Volunteer opportunities to serve the community
• Gym membership reimbursement
• Comprehensive training opportunities
• And much more

What This Job Offers

• Job Type: Full-time
• Career Level: Manager