Payment Investigations Supervisor Job

This position is responsible for overseeing the investigation and resolution of payment-related inquiries, disputes, and exceptions, with a focus on compliance with regulatory standards, including Regulation E Subpart B. This role ensures timely and accurate handling of error resolution cases, maintains adherence to organizational policies, and drives operational efficiency through process improvements. The supervisor provides leadership, guidance, and training to the investigation team while collaborating with internal and external stakeholders to deliver exceptional member service.

NYC Salary Range - $93,540 - $100,000 annually; compensation is commensurate to geographic location. This position is hybrid. 

• 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.
• Supervise the Payment Investigations team to ensure investigations are conducted in compliance with Regulation E Subpart B and other applicable regulations.
• Oversee and manage escalated cases, including complex investigations requiring advanced analysis and senior-level follow-up.
• Develop and implement procedures for resolving errors, disputes, and exceptions, ensuring timely and accurate outcomes.
• Monitor team performance and investigation workflows to ensure compliance with organizational policies and regulatory standards.
• Provide training and ongoing support to staff on error resolution processes, compliance requirements, and best practices.
• Generate and present reports on investigation volumes, resolution times, and trends to management monthly.
• Develop and maintain relationships with payment-related internal stakeholders and external service vendors and coordinate services as needed.
• Interview and select candidates for employment. Train, monitor, coach, develop, and evaluate staff. Prepare and administer performance evaluations. Ensure adequate staffing, scheduling, and training of staff. Foster quality operational processing and an exceptional service environment.
• Promote teamwork and cooperation within the Global Payments Solutions team and across the Credit Union. Identify training needs for the team and schedule training opportunities.
• Develop and implement effective processes and workflow adjustments to increase efficiencies, with a focus on continuous improvement.
• Ensure regular review of accurate and updated files for all correspondence related to ongoing and closed investigations are maintained, enabling accessibility and status tracking.
• Resolve escalated member problems/complaints. Assist UNFCU colleagues with inquiries and requests. 
• Manage complaints (including Executive Complaints) in collaboration with Team Lead, Payment Investigations to ensure all complaints are handled and resolved with urgency and high priority.
• Coordinate with Manager, GFT Operations and Payment Exceptions and Payments Processing Supervisors to assess internal payment processing errors that are resulting in payment investigations.
• Review and manage system access levels across the team under direct supervision regularly to ensure proper controls and security are in place to sufficiently protect members, staff, and the Credit Union.
• Participate in and lead payments-related projects as required. Coordinate and/or execute User Acceptance Testing on proposed production changes in order to determine production-readiness.
• Perform additional responsibilities as assigned to support department objectives.

• Bachelor’s degree in Finance, Business Administration, or a related field, or equivalent work experience.
• 5 years of experience in payment investigations, error resolution, or financial operations
• Prior experience in a supervisory or leadership role
• In-depth knowledge of Regulation E Subpart B and other relevant regulations governing electronic fund transfers and payment processing
• Knowledge of financial products and services, with particular expertise in US and international remittances, foreign exchange remittances, international payments systems, payments processing market practices, and payments-related compliance requirements