Account Services - Account Services Alerts Program Manager

JOB TITLE: ACCOUNT SERVICES ALERTS PROGRAM MANAGER    

STATUS: EXEMPT

DATE: 7/26/2022

REPORTS TO: MGR - ACCOUNT SERVICES ADMIN

DEPARTMENT: ACCOUNT SERVICES ADMIN

JOB CODE: 11212

GRADE: 22S

PAY SCALE: $78,700.00 - $94,500.00 ANNUALLY

GENERAL DESCRIPTION:

This role supports the Manager of Account Services Admin with the strategic development, and management of all Payment alerts and notifications (including Card, Fraud, and other vital Money Movement). This position will work hand in hand with the Account Servicing and Fraud organizations to plan current and future enhancements. Also, this role will build and provide reports, dashboards, scorecards on payments, manage vendor service levels, and recommend best practices for the organization.

TASKS, DUTIES, FUNCTIONS:

1. Maintain and manage the alert platform for Account Services and Payment Servicing Operations. This includes analysis and oversight of the different types of enterprise alerts, including debit and credit card alerts, checking and savings, and digital banking alerts.
2. Completes high risk or complex review activity engagements, including quality reviews.
3. Identifies potential corrective actions and follows through on reporting, escalation, and resolution.
4. Assesses, documents, and communicates emerging risks, themes and identified issues to leadership in a timely manner.
5. Interpret and develop escalation policies and procedures related to alerts to ensure that service standards meet business objectives.
6. Build collaborative working relationships with other departments and service providers, as needed, to build expertise in the use of data analysis within the internal alert function.
7. Leveraging data, documenting, and communicating unresolved alerts so they may be appropriately prioritized for future resolution and escalate potential issues that may affect system integrity.
8. Recommend business level changes in reaction to findings including identification of best business practices and solutions offered industry wide.
9. Drive new cross functional initiatives to meet Credit Union goals and make sound decisions in the absence of detailed instructions.
10. Seeks out process improvement opportunities identified through a variety of sources - including committees, business owners, project teams, and proactive discovery.
11. Create and maintain project schedules, monitor milestone completion, provide timely reporting of impacting issues, coordinating actions, resolving conflicts, documenting, prioritizing a tracking (changes, enhancements, etc.), and coordinating with the Change Control Board when impacted.
12. Perform research for new products, services, and equipment related to the business unit needs. Also perform business surveys and analyze products, trends, and existing issues in the industry.
13. Assist with the testing and validation of system enhancements.
14. Maintain confidentiality of documentation and communication to and from management.
15. Perform other functions/duties or special requests assigned.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:

1. Must have strong organizational skills and possess sharp attention to detail
2. Effective oral and written communication skills required to interact with credit union staff and management and complete technical analysis
3. Ability to communicate with a wide variety of technical and non-technical audiences, internally and externally, through both written and verbal communication in technical and business terms as needed.
4. Must possess sufficient manual dexterity to skillfully operate a personal computer and other standard office equipment, such as multi-purpose copier and telephone.
5. Ability to work closely with peers and build strong partnerships with key stakeholders.
6. Effective analytical skills are required to prepare recommendations, perform analysis and accomplish other functions as listed.
7. Make sound decisions in the absence of detailed instructions.
8. Must have the ability to work on own initiative.
9. Must be able to work under tight deadlines.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

INTERNAL:  All levels of staff and management.

EXTERNAL:  Members, vendors, government agencies, other industry associations, and other financial institutions.

QUALIFICATIONS:

EDUCATION: Bachelor's degree in Business, Finance, or related field preferred.  Additional work experience may be considered.

EXPERIENCE: Minimum 3 years or more in Payments with program management, project research, analysis, and reporting within a financial institution. Project management certification preferred.

KNOWLEDGE/SKILLS: 

1. Strong oral and written communication skills, including presenting to groups and preparing detailed reports for senior management.
2. High level of dependability, self-motivation, and sense of urgency to meet deadlines.
3. Well-versed in reporting on Operational KPI's for example: transaction volumes, quality, service levels, productivity, and unit cost.
4. Advanced organizational skills, including the ability to prioritize daily activities and multi-task to complete high priority and time sensitive assignments and processes simultaneously.  
5. Proficient in Excel, including the use of pivot tables and charts.
6. Independent work methods with strong oral/written communication and numerical skills.  
7. Works well under pressure.
8. Ability to read, analyze, and formulate business processes as well as be able to apply analytical skills to problem solving. With the ability to define problems, collect data, establish facts and draw valid conclusions.
9. Ability to formulate ideas and recommendations both orally and in writing for presenting to management.  Experience with MS Office Software desired.
10. Ability to execute commonly used financial industry concepts and practices.
11. Demonstrated ability to working a fast-paced, ambiguous environment while prioritizing and managing multiple responsibilities.
12. Ability to lead a team for projects.
13. Enthusiasm and interest in operational improvement and driving organizational change to create a more secure financial environment.
14. Strong sense of ethics and professionalism.
15. Ability to positively communicate suggested solutions and alternative outcomes.
16. Ability to keep and maintain confidential information.

PHYSICAL REQUIREMENTS:

1. Prolonged sitting throughout the workday with occasional mobility required.
2. Corrected vision within the normal range.
3. Hearing within normal range.  A device to enhance hearing will be provided if needed.
4. Ability to lift 15 lbs. as may be required.  
5. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
6. Prolonged use of a telephone to accomplish tasks.
7. Prolonged operation of a computer, which includes typing, operating a mouse and reading information on a monitor.
8. Occasional travel may be required locally, statewide and throughout the United States.  Overnight travel may be necessary

REV. 4/13/2023