AVP Digital and Payment Operations

Position: AVP Digital and Payment Operations
Reports To: Chief Information Officer
Position Type: Exempt
Manages: Fraud Leader, Card Coordinator, Fraud Coordinator, Fraud Representative, Fraud Specialist, Card Services Representative, Card Specialist
People Manager

POSITION SUMMARY
Maintains core knowledge of card management, deposit processes and lending processes. Utilizes knowledge of the Card Vendor Management system to ensure membership has the best solution or resolution to the issues presented. Handles escalated member issues to resolution and follows up with internal team as necessary; responds in a timely manner to member and team member questions, and makes exceptions as determined necessary. Enforces prescribed security controls to protect the credit union against criminal and fraudulent operations and unnecessary risk or exposure. Develops a fraud mitigation while having minimal member friction. Work with the card brand to leverage cooperative marketing dollars. Collaborates with Business Intelligence on data utilization.

The Payments Leader provides effective coaching & development to identify both areas of strengths and weaknesses in team & individual performance. Creates individual development plans, conducts performance evaluations, and handles disciplinary actions for all direct reports. Motivates others to achieve results by keeping the team focused on what’s right for the membership and the success of 3Rivers. Identifies bench strength to maintain effective service levels. Structures team to handle new issuances, as well as servicing.

Routinely assesses team’s performance against known Measures that Matter and identifies strategies to produce results. Uses workforce optimization to align the team based on membership needs using effective scheduling & time management techniques. Clarifies expectations by communicating so team members understand what they need to do, how they need to do it, and what results must be achieved. Approves payroll and vacation requests as needed to ensure membership needs and work/life balance is achieved. Manages vendor relationships to ensure 3Rivers goals and objectives are achieved.

PERFORMANCE STANDARDS
What does this position do?
Develops and leverages the team to ensure the team is both flexible and responsive when servicing new and existing membership relationships. Recognizes and applies team's talents to create business value and enhance the service experience for the membership by knowing when and how to use the team effectively. Continuously works to uncover and solution money matter needs that will increase loan wallet share, self-service activity usage, and positively impact the Measures that Matter.

Who does this position work with to get the job done?
Actively participates in decision making consistent with the strategic vision. Immerses themselves into their resource center and serves as a trusted resource by acting as a coach/mentor. Ensures effective communication takes place through feedback, information, support and resources while providing motivation and increasing engagement to achieve necessary results. Provides flexible and responsive support to the entire workforce in order to produce results year after year.

What does the work from this position produce or generate?
Holds team members and self-accountable to achieve desired results with proper coaching and resources. Inspires team members to achieve credit union and professional goals. Articulates the visions that will create sustainable value. Keeps up with current and possible future policies, practices, and trends in the organization, with the competition, and in the marketplace.

What is the impact of this position?
The focus, activities, and results should reinforce the business needs of 3Rivers by maintaining positive relationships, developing rapport through conversations and actions, and sustaining the service standards that can make it happen year after year. This position will consistently achieve set expectations on quarterly basis. These goals include: coaching and developing team to produce results, impacts team’s efforts on Measures that Matter, ensures compliance with laws and regulations.

How adaptable & flexible does this position need to be for 3Rivers?
Must be able to ensure team and self are prepared to handle ever-changing member needs in a constantly-changing and sometimes stressful environment. Productive and effective decisions and the ability to leverage resources appropriately is key to achieving service standards. Must be willing to listen & learn from others, develop self, peers and team, and communicate in a way that supports collaboration vs. compromise on a daily basis. Maintains flexibility in work flow to take on incoming requests and projects from the Lead Team and other team members inside and outside of resource center. Accepts & adapts to changes quickly, including new technology, processes and models accountable to produce the needed results.

ACTIVITY & KNOWLEDGE REQUIREMENTS
Work Environment
Normal accessibility of branch and corporate work sites required for the position.
Normal exposure to cramped spaces, loud noises, dust, and work safety hazards.
Normal amount of extended work hours required.

Physical Effort
Normal physical mobility, which includes movement from place to place on the job, taking speed and distance into account.
Normal physical agility, which includes ability to maneuver body while in place.
Normal physical strength to handle routine office materials and tools.
Normal physical strength to handle 50-pound object, taking frequency into consideration.
Normal dexterity of hands and fingers.
Normal coordination, including eye-hand, hand-foot.
Normal endurance.

Knowledge Requirements
Strong service and service coaching skills.
Operational understanding of all departments.
Knowledge of markets, competitor activities, problems and developing trends within assigned location.
Working knowledge of MasterCard regulations and cash on hand requirements.
Working knowledge of data processing systems utilized in the collections area, including, Fiserv (credit cards), Microsoft Excel, and Microsoft Word.
Knowledge of the fundamentals of lending, policies, and principles.
Good motivational and training skills.
Good verbal communication skills.
Thorough knowledge of all deposit, small business and consumer loan products.
Adheres to all federal, state and credit union regulations and policies.

EDUCATION AND/OR EXPERIENCE
College degree in Business or related field or equivalent education and experience.
5 years of management experience in credit, compliance, operations and/or lending.