Position Summary
The FirsTech ACH and Agent Operations Manager is responsible for managing the staff and functions needed to support the walk-in business that onboard, support and process adjustments requests accurately and timely to ensure client satisfaction, as well as the ACH Operations staff responsible for processing, balancing and managing the ACH process.
This role will report to the Director of Operations, FirsTech.
Duties & Responsibilities
Manages the Operations Support team, Research & Adjustments and Electronic Payment Processing groups.
Point of contact for key agents and biller initiatives.
Participates and makes decisions with input from sales, IT and operations to ensure projects and issues are resolved timely.
Builds strong business relationships and provides insight on new business ideas that can lead to new business opportunities.
Responsible for oversight to ensure compliance and audit requirements are fulfilled based on client contracts.
Oversight of the annual BSA compliance project specific to walk in agents.
Evaluates and analyzes data to determine root cause of issues and tickets to recommend improvements in process or technology.
Responsible for reviewing agent returns to reduce risk to the company and maintain records of actions.
Determine reporting needs that will benefit both sales and operations and develop a process to produce & deliver efficiently.
Participate in systems, process improvement discussions, and ensure an evergreen procedures library.
Manage staff performance, set and review productivity targets and coach staff as needed to meet set goals.
Work to meet budget tasks and manage team expenses.
Education & Experience
Knowledge of:
Strong oral and written communication skills
Strong attention to detail and accuracy
Financial Services Operations team management
Call center, customer service
Payment processing
Client relationship management
Data analytics
Ability to:
Develop and maintain solid working relationships with both internal and external partners
Keep abreast of issues concerning clients and agents, assist in solving problems as they arise
Communicate effectively, listen and provide feedback as necessary to management, staff or clients
Staff development and coaching to maximize performance
Adhere to and enforce all policies and procedures to ensure compliance
Problem solving
Multitask and prioritize
Education and Training:
Associate degree required; bachelor’s degree preferred
3+ years of banking operations or payment processing
3+ years of people management experience required
2+ years of client facing experience strongly preferred
2+ years of ACH Operations strongly preferred,
Nacha AAP accreditation a plus
Requires knowledge of Microsoft Office
Busey values a diverse and inclusive workplace and strives to recruit, develop and retain individuals with exceptional talent.
A team with diverse talent, working together, is essential to Busey’s commitment of delivering service excellence.
Busey is an Equal Opportunity Employer including Disability/Vets.
Visit Busey.
com/Careers to learn more about Busey’s Equal Opportunity Employment.
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