ACH and Plastic Card Supervisor

Job Description

Job Description

We are seeking an experienced and motivated individual to lead the operations of our Payment and Digital Services Department. The Payment and Digital Supervisor is responsible for overseeing all ACH and plastic card functions, payments, digital channels, including mobile banking, and member support through calls and chat. This position plays a critical role in managing daily activities, improving processes, enhancing products, and driving strategies to increase member engagement and wallet share.

Basic Expectations for Payment and Digital Supervisor:

• Oversee payment operations (ACH, RDC, debit/credit cards, share draft processing) and ensure all tasks are completed accurately, timely, and within regulatory guidelines.
• Manage all digital service channels including mobile banking, inbound member calls, video interactions, and online chats.
• Support departmental projects involving digital services and payment solutions.
• Serve as backup for departmental functions and update procedures as needed.
• Lead monthly team meetings, conduct monthly one-on-one coaching sessions, and complete annual reviews.
• Monitor and manage fraud processes, including monthly bond claim submissions.

Some of the things we look for in a Payment and Digital Supervisor are:

• Maintain a highly qualified team through timely performance reviews and regular coaching.
• Ensure general ledgers are accurate, balanced daily, and reporting is error-free.
• Complete all month-end tasks within 3 days of the month-end closing.
• Provide professional, informed support across departments regarding digital operations.
• Meet or exceed all service, sales, productivity, and quality benchmarks.
• Stay informed on industry trends and provide recommendations for service improvement.

Qualifications:

• Minimum of two years of similar or related experience.
• Some college preferred.
• If not NACHA certified, must obtain certification within 24 months of hire.
• Strong leadership, communication, and process management skills required.
• Detail-oriented, organized, and able to thrive under pressure in a fast-paced environment.
• High level of trust, diplomacy, and professionalism when interacting with members and staff.

Budgeted starting hourly rate: $29.02/hour. This position is eligible for a sales-based incentive.

This role is eligible for the following benefits:

Paid Time Off

• Generous Paid Time Off
• Health Time
• Personal/Birthday Day each year - eligible after first year of employment
• Bereavement Time

Health/Medical - Eligible first of the month following one full month of employment

• Medical insurance with HMO and PPO plans to choose from
• Dental and Vision insurance
• Flexible Spending Account
• Short and long term disability insurance, life and AD&D insurance
• Tuition Reimbursement - eligible after one full year of employment

Retirement Savings:

• 401(k) Retirement Savings Plan - eligible to participate in after one full month of employment.
• Matching Contributions after 1000 hours of service, 21 years of age and six months of employment. You may begin your contribution on the first pay period of the calendar quarter after one full month of employment. Entry is quarterly.
• Safe Harbor contributions. CTCU provides every eligible employee a contribution of 3% of compensation. In order to participate in the employer contributions under Safe Harbor, you must be 21 years of age, have 12 months of service and work at least 1,000 hours during that 12 months. Safe Harbor funds are 100% vested and employees who have met eligibility requirements are eligible to receive the Safe Harbor contribution by completing one hour of service. Safe Harbor entry is semi-annually.

As part of our hiring process, Community Trust Credit Union (CTCU) requires a background check to ensure the safety and security of our employees, members, and operations. By submitting this application, you consent to a comprehensive background check, which may include, but is not limited to, criminal history, employment verification, credit history, bondability, education verification, and reference checks. Any information obtained through the background check will be considered in relation to the job requirements and in accordance with applicable laws. CTCU is an Equal Opportunity Employer and will not discriminate against applicants based on the results of the background check unless it is job-related or prohibited by law.