Payment Specialist Lead

We are seeking a detailed oriented and driven Payment Specialist Lead with strong knowledge of ACH, EFT claims, and wire transfers to join our team.  

As a Payment Specialist Lead, you will work in a fast-paced environment and assist in overseeing the daily operations and strategic direction of the ACH & Wire Operations department. You will help lead a team of Payment Support Specialists, ensuring timely processing of all tasks within set SLAs. The position requires strong leadership skills, thorough knowledge and understanding of ACH payments, SEC codes, NACHA regulations and EFT disputes requirements.

The candidate will assist management in accomplishing team goals, delegate work to staff as necessary, ensure resources are used with the utmost efficiency, and coach/train staff in new processes.  Furthermore, the Payment Specialist Lead will review and approve daily reports, maintain error logs, provide issue resolution, and be familiar with department policies and procedures as well as regulatory requirements. 

The Payment Specialist Lead role is critical in maintaining secure and efficient payment processing with a focus on fraud prevention. 

• Set a high standard by leading by example and stepping in to Manager/Supervisor responsibilities when needed.  
• Assist with daily operational activities to ensure all operational deadlines and service level agreements are met.
• Determines and monitors workflow, schedules, and delegates work to staff as necessary to ensure staff resources are used with utmost efficiency.
• Accurate handling of ACH and EFT claim activity ensuring payments are compliant with Bank procedures, regulatory & NACHA requirements. 
• Investigate and resolve ACH reject activity, unauthorized transactions, incoming chargebacks and returns within established SLAs. 
• Exception handling review including follow-up with internal departments on pending responses, process return files and reconcile daily activity.  
• Monitor, review, and clear ACH fraud alerts according to Bank policy. 
• Process EFT claims which includes reviewing supporting documentation, updating dispute logs, follow-up on pending claims, and track resolution status within established SLAs. 
• Reconcile ACH activity reports to ensure all transactions balance to General Ledger accounts.
• Identify and lead enhancement initiatives to improve workflows.
• Collaborate with management to keep procedures and job aids current. 
• Perform duties specific to the position and other functions as assigned including wire processing activities.
• Participate in UAT testing for all payment systems and interfacing platforms including system upgrades and migration planning.

• 3+ years of proven experience in supporting ACH and wire operations strongly preferred. 
• ACH Certification preferred. 
• Knowledge of NACHA rules, support chargeback & ACH return guidelines and policies set by card networks.
• Understanding of reconcilement processes (e.g., general ledgers, debit, and credit reconciliation) preferred. 
• Ability to multitask and work in a fast paced, highly secured, and measured production environment, strong attention to detail, team player, supportive and adaptable to change.
• Excellent verbal (telephone) & written communication skills (email) to interact with internal and external partners.
• Intermediate working knowledge of Microsoft Excel. 
• Knowledge of FIS core and payment systems or similar preferred. 
• 10 key-by touch, typing 40-50 WPM with high accuracy.
• Flexibility to participate in after-hours and weekend testing, training, and overtime as needed.