Digital Payments Team Leader

Overview

The Digital Payments Team Leader is responsible for the leadership, administration, and daily operational oversight of the Bank's Transaction Support, Card Operations, Electronic Funds Transfer (EFT) support functions, Special Handling Channel, and transaction dispute activities. The role ensures accurate and timely processing, regulatory compliance, effective risk management, strong operational controls, and exceptional internal and external client service.

This position exercises discretion and independent judgment within the scope of the individual's authority and is responsible for maintaining a knowledgeable, cross-trained organization capable of supporting the Bank's evolving payment operations. The role partners with Treasury Management, Treasury, LOB partners, Compliance, Sanctions, BSA/AML, Fraud, Enterprise Risk Management, Finance, Technology, and vendors to support operational effectiveness, regulatory readiness, client service, and strategic initiatives.

What You'll Do: 

• Provides leadership and daily oversight for Transaction Support, Card Operations, EFT support functions, the Special Handling Channel, transaction dispute processing, and related Digital Payments services.
• Oversees the Bank's Special Handling Channel, ensuring requests are reviewed, assigned, processed, documented, and completed accurately and timely in accordance with established procedures, service levels, approval requirements, and client expectations.
• Monitors Special Handling Channel queues, aging, priority items, service-level performance, exceptions, and escalations and provides support for complex, high-risk, or time-sensitive requests.
• Establishes and maintains operational controls, quality review standards, reporting, escalation procedures, and backup coverage for Special Handling Channel activities.
• Oversees debit card operations and servicing activities, including card maintenance, card orders, replacements, limits, exceptions, operational controls, vendor coordination, and escalation of complex card-related issues.
• Oversees transaction, card, and EFT dispute processing, including claims, provisional credit decisions, investigations, documentation, recoveries, client notifications, and resolution within applicable regulatory, network, policy, and service requirements.
• Ensures compliance with Regulation E, applicable card network operating requirements, Bank policies, record-retention standards, and procedures governing card and EFT services and dispute processing.
• Oversees Transaction Support activities, including internal transfers, stop-payment requests, check orders, payment research, EFT exceptions, operational adjustments, and related client and banker service requests.
• Provides operational assistance across other Digital Payments functions, as needed, based on business priorities, staffing needs, processing volumes, service-level requirements, and departmental deadlines.
• Ensures assigned functions are completed accurately, timely, and in compliance with established service levels, policies, procedures, dual-control requirements, and applicable regulations.
• Establishes and monitors operational standards, performance metrics, quality measures, aging, service levels, productivity, and risk indicators for assigned functions.
• Maintains a strong control environment by identifying operational, compliance, fraud, financial, and client-impacting risks and implementing appropriate controls, monitoring, escalation, and corrective actions.
• Serves as the escalation point for complex card, EFT, dispute, Transaction Support, Special Handling Channel, system, vendor, banker, and client issues.
• Oversees reconciliations, exception reporting, settlement and adjustment review, outstanding-item follow-up, operational losses, recoveries, and management reporting for assigned functions.
• Leads or supports system implementations, vendor enhancements, testing, release validation, product changes, and process improvement initiatives affecting Transaction Support, Cards, EFT, disputes, and the Special Handling Channel.
• Partners with Fraud, Compliance, Legal, Enterprise Risk Management, Treasury Management, Operations, Client Service, Product Management, Technology, and third-party providers to resolve issues and support operational enhancements.
• Participates in audits, examinations, risk assessments, control testing, and regulatory reviews and ensures timely remediation of identified issues.
• Maintains current knowledge of card products, EFT services, dispute regulations, fraud trends, card network requirements, operational risks, technologies, and industry developments.

Qualifications

• Minimum 3 years of progressive experience in Transaction Support, card operations, EFT services, transaction disputes, payment operations, or related financial services functions.
• Minimum 2 years of leadership or lead experience within a regulated financial institution, including operational controls, regulatory compliance, risk management, employee development, and client service.
• Strong knowledge of Transaction Support, card operations, debit card servicing, EFT services, operational exceptions, client-service requests, and related controls.
• Strong knowledge of the Special Handling Channel or comparable high-touch service-request channel, including queue management, prioritization, approvals, processing controls, aging, reporting, and escalation practices.
• Knowledge of consumer and commercial transaction dispute processing, including Regulation E requirements, applicable card network rules, investigation standards, documentation, provisional credit, resolution timeframes, recoveries, and client notifications.
• Knowledge of card fraud and exception processes, third-party card service provider oversight, operational losses, reconciliations, adjustments, and settlement-related controls.
• Experience managing internal transfers, stop-payment requests, check orders, payment research, EFT exceptions, operational adjustments, and related Transaction Support activities.
• Ability to lead operational initiatives, system implementations, testing, vendor changes, business continuity exercises, and process improvement efforts.
• Ability to analyze and resolve complex card, EFT, dispute, Special Handling Channel, operational, regulatory, vendor, banker, and client-related issues.
• Excellent organizational, analytical, communication, problem-solving, people-management, and time-management skills.
• Advanced proficiency in Microsoft Office applications, card and payment platforms, queue-management systems, reporting tools, and related operational technology.

Licenses & Certifications:

• Accredited Payments Risk Professional (APRP), Accredited ACH Professional (AAP), Certified Treasury Professional (CTP) preferred. 

Education

• Bachelor's Degree in Business Administration, Finance, Operations, or a related field. 
• An equivalent combination of education and relevant professional experience may be considered.

Special Instructions to Candidates

Equal Opportunity

City National Bank of Florida is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, national origin, age, disability, genetic information, protected veteran status, or any status protected by federal, state, or Florida law. We comply with the ADA and applicable Florida laws.

Interview Guidelines

To ensure a fair and consistent interview process, applicants are not permitted to use AI-enabled devices during interviews, including AI glasses or similar wearable technology that can record, transmit, or generate real-time information. 

Applicants who require a reasonable accommodation to participate in the interview process should contact talent.attraction@citynational.com in advance of the interview to submit an accommodation request. City National Bank of Florida will engage in the interactive process and provide reasonable accommodations in accordance with applicable law.