Deposit Operations Payments Supervisor at South Shore Bank in MA

SUMMARY

The Deposit Operations Payments Supervisor is responsible for Payment Channel operational functions of back-office processing, which includes ACH and online banking. This role provides a full range of technical, operational, and general support to customers and the Bank including, but not limited to technical and general support, assisting customers with security settings and overall product usage, addressing routine inquiries and answering questions, providing step by step technical instruction and support via telephone, e-mail or in person, responding to customer inquiries or complaints and troubleshooting. This role will also be responsible for resolving customer concerns, problems, and discrepancies through a variety of means including reconciling accounts, entering corrections, and reversing customer fees or charges with the concurrence of Bank management.

This position operates in a fast-paced environment with several processing timeframes, compliance regulations, and daily deadlines. The role requires the ability to perform and understand numerous operational functions completed within this division. This position also provides day-to-day guidance, training, and workflow support to assigned team members, helping ensure work is completed accurately, timely, and in accordance with department procedures, compliance requirements, and service standards.

The Deposit Operations Payments Supervisor may also represent Deposit Operations on special projects and/or task force committees as required.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Team Guidance and Workflow Support

• Provides day-to-day guidance, training, and workflow support to assigned team members.
• Assigns, prioritizes, and reviews work to ensure operational deadlines, department procedures, service standards, and compliance requirements are met.
• Supports cross-training, coaching, and knowledge sharing across Deposit Operations functions.
• Monitors assigned ACH and debit-related workflows, exceptions, escalations, risk indicators, policy adherence, and service-level expectations to support timely, accurate, and compliant processing.
• Identifies and provides feedback on process improvements, automation opportunities, and workflow efficiencies.

ACH, Payment Channel, and Settlement Processing

• Performs and reviews ACH processing activities, including Federal Reserve settlement balancing with FIS reports, receiving and origination reporting, ACH stop suspect review, ACH overdraft exception decisioning, and ACH disputes.
• Reviews transactions on the ACH OFAC report in accordance with established deadlines and procedures to support OFAC compliance.
• Reviews prenote activity and provides prenote reports to the Contact Center for customer correspondence.
• Processes death notifications received through Fedline Web and reviews government reclamations.
• Performs daily ATM settlement functions and prepares posting sheets for ATM discrepancies reported by branches.

Fraud Monitoring and Risk Controls

• Reviews fraud monitoring reports and systems to identify suspicious account activity.
• Monitors external transfer setup to identify suspicious activity and confirm customer eligibility for service.
• Performs and reviews debit card alerts in Verafin to mitigate fraud and identify fraud trends.
• Escalates unusual activity, exceptions, or potential risk concerns in accordance with department procedures.

Operational Controls, Reconciliations, and Records

• Completes proof of assigned general ledger accounts according to established deadlines; researches and resolves outstanding items.
• Assists with the Deposit Operations record retention schedule, including monitoring retention requirements, storage locations, destruction, and required documentation.
• Supports testing of application, product, and service changes, including special projects and implementation tasks.

Customer, Branch, and Internal Support

• Provides customer service and technical support to internal and external customers, including assistance with online banking, security settings, product usage, inquiries, discrepancies, and troubleshooting.
• Supports branch, Contact Center, and internal department inquiries related to ACH, payment channels, account activity, and Deposit Operations processes.
• Acts as a backup to other Deposit Operations teams as needed and maintains cross-training in division functions.

Compliance, Confidentiality, and General Responsibilities

• Maintains confidentiality and protects customer, employee, and Bank information in accordance with privacy, data security, and regulatory requirements.
• Completes required internal training and remains current on applicable procedures, systems, and compliance expectations.
• Demonstrates behaviors that support and enhance the Company’s culture, service standards, and commitment to operational excellence.

Consider this description to be the foundation of your job, not its boundaries. Expect to participate in internal and external training sessions and activities not described here which enhance the quality of service to the client.

SUPERVISORY RESPONSIBILITIES

Provides day-to-day guidance, training, and workflow support to assigned team members in accordance with Company policies, department procedures, and applicable laws. Responsibilities include assigning and reviewing work, monitoring deadlines, answering procedural questions, supporting cross-training, and helping ensure work is completed accurately, timely, and in accordance with service, compliance, and operational standards.

Supports employee development through coaching, feedback, and effective communication. May provide input into performance evaluations, staffing needs, training plans, recognition, and corrective action recommendations in partnership with department management and Human Resources.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

• Minimum of five years of relevant banking, deposit operations, electronic banking, or payments experience required.
• Hands-on ACH processing experience required; working knowledge of ACH Rules and Regulations preferred.
• Prior lead, training, workflow coordination, or peer support experience preferred.
• AAP Accreditation preferred.
• Experience with FIS Contact Center SRM, CMSE, Verafin, Fedline Web, or similar banking/payment systems preferred.
• Proficient with Microsoft Office applications, including Outlook, Word, and Excel.
• Demonstrated customer service, communication, problem-solving, and analytical skills.
• Ability to multi-task, prioritize work, meet deadlines, and operate effectively in a fast-paced, deadline-driven environment.
• Strong attention to detail, accuracy, initiative, and resourcefulness.
• Knowledge of general banking regulations and deposit operations compliance requirements preferred.

SKILLS

• Working knowledge of banking operations, deposit operations procedures, and applicable regulatory requirements.
• Willingness and ability to learn new systems, procedures, payment technologies, and technical skills.
• Intermediate typing and data entry skills to meet the production needs of the position.
• Intermediate math skills, including the ability to balance accounts, calculate percentages, identify routine mathematical errors, and review basic reports.
• Strong verbal, written, and interpersonal communication skills, including the ability to explain procedures clearly, respond to customer and employee inquiries, follow written instructions, and prepare routine business correspondence, reports, and procedures.

ADDITIONAL JOB REQUIREMENTS / ADA CONSIDERATIONS

The employee must be able to communicate effectively with internal and external stakeholders, including but not limited to, clients, prospects, employees, management, and external partners in person, by phone, virtually, and in writing; read, interpret, and prepare business, banking, regulatory, proposal, contract, and client documentation as applicable to the role; and apply business- and financial-related concepts, analysis, or calculations as appropriate to the role. Work is primarily performed in a professional office environment and may include client locations, meetings, presentations, conferences, association events, and other business development settings. The role requires regular use of a computer, phone, virtual meeting tools, and standard office technology; the ability to review screens and documents; occasional travel within the market area; and occasional lifting or moving of materials up to 10 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, consistent with applicable law.

KEY POINTS

For those seeking to deliver the latest financial solutions rooted in trustworthy, high-quality service, Charlesbridge, a mutual bank holding company, provides operational support, resources, legacy, and innovative thinking to financial institutions so they can deliver a suite of flexible, personalized solutions designed to meet the evolving needs of our clients and our communities. Our local roots, dedication to the communities we serve, loyalty to our people, and commitment to excellence ensure that we remain a trusted partner in an ever-evolving financial journey, today and tomorrow. While our employees are committed to helping our clients, we are committed to our employees. To support our employees, we offer a competitive benefit package with Medical, Dental, Vision, Flexible Spending, Tuition Reimbursement, Childcare Subsidy, Retirement, Life Insurance, and many other benefits.

Charlesbridge is committed to providing equal opportunity for all employees and applicants without regard to race, color, religion, gender, sexual orientation, age, marital status, national origin, physical or mental disability, veteran or disability status, gender identity, or expression, citizenship, genetic information, ancestral origin, military status, pregnancy, childbirth, and or conditions relating to pregnancy or any other related medical conditions or any other status protected by Federal, State or local laws.

Here at Charlesbridge, we strive to foster a culture where every voice is valued and where employees have a sense of belonging and connection with each other. We are dedicated to creating a work environment that understands, supports, and welcomes diverse perspectives and backgrounds. Together, we will create an inclusive and culturally competent and supportive environment where employees model behavior that enriches both Banks and the communities we support.

PAY RANGE DISCLOSURE

The pay range for this position is $28.31 to $36.51 per hour and is the lowest to highest salary Charlesbridge in good faith believe we would pay for this role at the time of this posting. The Company may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, sales or revenue-based metrics, and business or organizational needs and affordability.

EOE/F/M/Vet/Disabled