Position Summary:

The Payment Operations Team Lead is responsible for ensuring execution of daily payment processing functions, balancing, and with accuracy, while resolving escalated issues and providing guidance to staff. Key duties include leading initiatives for process improvement, ensuring compliance with regulations, and collaborating with internal departments supporting our customer’s needs. This role requires a strong understanding of payment systems like check, ACH, and wires, and excellent problem-solving and leadership skills. 

As a member of the Payment Operations Team, the Team Lead collaborates with the Manager of eBanking and Cash Management Operations on initiatives and provide exceptional customer service to our customer facing areas such as the branch network Retail and Commercial, Customer Care, as well as our other partner areas such as Accounting, Fraud, Digital Banking, Deposit Operations, Loans, and Cash Management. 

This role is a balance of hands-on transactional execution, people leadership, project support, reporting, managing productivity and quality measures, aligned with departmental and company goals. The Team Lead will foster a culture of positivity, where members of the team feel recognized, supported and empowered to grow.

Essential Duties and Responsibilities:

• Weekly scheduling of staff functions, assigning daily processes of the wire and payment operations functions to ensure timely and accurate processing of all transactions. 
• Complies with federal and state banking regulations, as well as with all bank and department policies and procedures.
• Processing and reviewing incoming and outgoing wire requests.
• Verifies and performs quality control of department tasks.
• Collaborate with Accounting in monitoring, planning, testing, and approving all implementation changes and updates to FedLine, KeyNavigator and ACBB platforms, as well as documenting and communicating process changes to team members
• Creates and provides Accounting with quarterly Remittance Transfer reports necessary for FDIC reporting.
• Assists the Accounting Department in clearing any unreconciled items with our Due to Due from banks.
• Monitors Fedline and communicates any relevant notifications to appropriate departments.
• Processes monthly miscellaneous Bank payments, including monthly Employee benefits billing, quarterly FDIC premium payments and Annual ME Financial payments.
• Process ACH files received from the Federal Reserve.
• Processing non-posted items and Notifications of Change received with the ACH files.
• Responsible for Check and ACH return items.
• Research and process all Social Security and Civil Reclamation requests, and Notifications of Death. 
• Processes customer auto enrollments for Social Security benefits.
• Performs daily Day 2 Processing tasks such as Adjustments, Non-Post, Overdrafts, and Incoming Returns.
• Participates in testing of Payment Operations business processes on the core banking system during annual software releases and new product development as needed.
• Participates in departmental audits and examinations.
• Performs other miscellaneous duties or special assignments as required or assigned.
• Performs research for all court ordered subpoenas.

Other Duties and Responsibilities:

• Provides support and interacts with Digital Banking in relation to wire and ACH processing.
• Serves on various committees as assigned.
• Attends all required meetings and completes regulatory required training.

Leadership & Team Development

• Lead with a “people-first” mindset—supervising, mentoring, and supporting the Payment Operations team in ways that promote growth, well-being, and belonging.
• Prioritize coaching over command, and clarity over control—empowering team members to develop their skills, take ownership, and align with the bank’s purpose.
• Celebrate achievements, both big and small, and create space for individuals to feel seen, heard, and valued.
• Foster a collaborative, psychologically safe environment that embraces diversity of thought, continuous feedback, and personal accountability.
• Lead by example with authenticity, humility, and care—ensuring every interaction reflects the bank’s culture and commitment to people

People Leadership & Cultural Stewardship

• Act as a coach, mentor, and champion for the IT team, fostering a supportive and inclusive culture where individuals are recognized, challenged, and developed.
• Model the bank’s values through compassionate directness, active listening, and transparent communication.
• Recognize and celebrate contributions, ensuring that employees feel valued and aligned with the bank’s mission.
• Encourage open dialogue, feedback, and continuous personal and professional growth.
• Serve as a steward of the bank’s most important asset—its people—by cultivating an environment of trust, accountability, and respect.
• Build cross-functional relationships that strengthen collaboration and shared success throughout the organization.

Experience:

• College Degree and 5 plus years in a Team Lead position
• Experience in payment operations specifically Wire, ACH, Check, and day 2 functions and possess knowledge of the associated regulations.
• Strong written and verbal communication, interpersonal, time management and organizational skills.
• Operational competency using Microsoft Office suite; Proficient in Outlook, Word and Excel and other Windows based applications.

Working Conditions:

• Primarily office-based with occasional travel to branch locations and vendor sites.
• May require after-hours or weekend work for system upgrades or emergencies.
• Frequent computer use and occasional physical effort, including lifting up to 20 lbs.
• Work performed in well-lit, climate-controlled office environments.

Performance Expectations:

• Uphold and model the bank’s mission, vision, and values.
• Deliver exceptional and accurate services.
• Ensure full compliance with regulatory standards.
• Support a collaborative workplace culture that values innovation, inclusion, and continuous improvement.
• Demonstrate leadership rooted in empathy, accountability, and service to others.
• Proactively recognize the strengths and contributions of individuals and teams.
• Nurture a learning culture through mentorship, coaching, and meaningful feedback.
• Strong ability to perform in a fast paced, time sensitive environment. Proven ability to adapt to changes in priorities quickly and deliver quality work during times of increased volumes.
• Strong problem-solving skills.

Those holding this position must be capable of performing all duties and responsibilities, either unaided or with the assistance of a reasonable accommodation, as determined by management.