Manager, EFT Operations

Manage Electronic Funds Transfer (EFT) staff in the delivery of service excellence to UNFCU members and staff. Supervise, coach, motivate, and develop the EFT staff to establish effective relationships with both internal and external partners. Uphold UNFCU’s mission and core values by promoting teamwork, developing staff, and leading by example. Must maintain current knowledge of all NACHA Rules and Regulations to ensure they are being followed and that we remain in compliance.  Develop and maintain relationships with key individuals at United Nations organizations and in other areas of the Credit Union to facilitate EFT operations.

This position is expected to be hybrid.

NYC Salary Range - $100,000 - $115,000 annually; compensation is commensurate to geographic location.

• Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.
• Lead the EFT Specialists team by ensuring adequate staffing, scheduling, and training. Foster a service-oriented environment with quality operational processing.
• Interview, hire, train, coach, develop, and evaluate staff, ensuring timely performance evaluations. Utilize the UNFCU Coaching framework to drive service excellence.
• Promote teamwork and collaboration within the EFT Department, Global Payments Solutions, and across the Credit Union.
• Identify training needs and coordinate development opportunities to enhance staff performance.
• Provide direct supervision and leadership for EFT Specialists and Senior EFT Specialists by leading by example, driving departmental and corporate goals, and fostering a culture of accountability and growth.

• Support Director, EFT Operations to oversee EFT Team Leads tasks when required, that impact day-to-day operations.
• Ensure that escalated member concerns, problems and complaints are responded to and resolved expeditiously, resulting in the recovery of member satisfaction and continued member loyalty. Research and prepare written responses to executive-level complaint letters when necessary.
• Lead the review of inter-departmental shared processes to ensure they reflect current ACH and Check rules and regulations; ensure processes are properly documented.   Drive operational efficiencies for all shared processes. 
• Develop policies, procedures, and facilitate training on an ongoing basis. Develop and implement effective processes and workflow adjustments to increase efficiencies, with focus on continuous improvement. Ensure that EFT Department operational controls are adequate and well-documented. 
• Regularly audit EFT processes related to UN Payroll, ACH and Check processing.  Ensure staff are performing tasks in alignment with written policies and procedures.  Review transactional exception reporting daily and override transactions as required.
• Support Director of EFT Operations in the achievement of corporate and departmental goals and objectives. 
• Apply knowledge of NACHA rules & regulations and CFPB and EFT Regulation E to ensure we remain compliant with all rules and regulations pertaining to all EFT products and services such as ACH, External transfers, Bill Payment, Zelle and Foreign Currency Transfers.
• Review access levels across EFT staff regularly to ensure proper and adequate operational/technical controls and security are in place to sufficiently protect members, staff, and the Credit Union and to ensure transparent payment processing.  This includes acting as the administrator for specific processing solutions such as EPN Access.
• Serve as business lead in internal/external audits of the EFT Department, including the annual ACH Rules Audit and ACH Risk Assessment.  Research audit recommendations, coordinate responses, assign responsible resources/completion dates, and monitor status of open recommendations through to completion.
• Develop and maintain relationships with service vendors and coordinate services for UNFCU’s EFT Department.
• Lead operational staff in payment-related projects.  This may involve vendor selection, software assessment, full UAT cycles, and/or managing projects through to implementation into production with no adverse member/financial implications.
• Be actively involved in training, conferences, and other pertinent industry opportunities.
• Perform additional responsibilities as assigned.
• Ensure compliance with federal and state laws and regulations and UNFCU’s Code of Ethics & Business Conduct.

• Bachelor’s degree
• 7-10 years of financial service experience in a payments processing role
• 2-5 years operations management experience

• Must possess thorough knowledge of financial products and services, with expertise in ACH origination/receipt processing, US domestic and foreign collection check clearing, faster payment rail products, market-standard practices and solutions, and applicable regulatory compliance
• AAP certification highly desired
• NCP, APRP or CTP certification is a plus, as is experience with business-driven UAT lifecycle practices

UNFCU is a global not-for-profit financial institution that serves the UN community. We are committed to providing peace of mind to our members and colleagues and strive to achieve service excellence in all that we do. The best part of UNFCU is the people. Those that choose to work with us often find personal fulfillment, professional growth and a purposeful culture. 

UNFCU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. UNFCU prohibits discrimination and harassment of any type. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by country, federal, state or local laws