Transaction Services Manager (Hybrid Eligible)

At Emprise Bank, everything we do is focused on empowering people to thrive. We proudly work to provide an extraordinary customer experience to help our customers achieve their goals.

The Transaction Services Manager leads the daily execution and continuous improvement of the bank's transaction processing functions. This role is responsible for accurate, timely, secure, and compliant processing across ACH, domestic and international wires, check and cash-letter processing, electronic and mobile deposits, real-time payments, settlement, reconciliations, returns, disputes, and exception items. This manager develops a capable, cross-trained team; maintains strong operational controls, resolves complex issues, and partners across the bank with external financial institutions, vendors, and service providers to deliver reliable customer service.

A successful candidate will have:

• A results-driven mindset with a focus on accountability, efficiency, and continuous improvement

• Sound judgment, analytical thinking, and decision-making skills

• Strong collaboration, communication, and conflict-resolution skills

• The ability to effectively build and maintain relationships with Emprise associates, customers, and vendors
• An understanding of and commitment to our values
• Attitude and aptitude to engage in continuous development

Essential functions of the role:

• Transaction Processing
  • Lead daily payment operations and ensure processing deadlines, service levels, approvals, balancing, settlement, and end-of-day controls are completed accurately and on time.
  • Oversee ACH origination and receipt, returns, notifications of change, reversals, disputes, file transmission, settlement, exposure controls, and exception handling.
  • Oversee domestic and international wire activity, including receipt, release, verification, routing, settlement, investigations, recalls, amendments, and escalations.
  • Oversee check processing, cash letters, image exchange, remote and mobile deposit activity, return items, adjustments, and related clearing functions.
  • Provide operational oversight for real-time payment rails and other emerging payment capabilities as assigned.
  • Ensure exception items, including non-posts, suspect stops, holds, suspect ACH, check fraud, bill pay issues, NSF items, chargebacks, and contact queues, are identified, documented, communicated, and resolved promptly.
  • Oversee teller reconciliation processes, including researching discrepancies, resolving issues, and communicating outcomes effectively to relevant stakeholders.
  • Ensure reconciliations are completed for payment systems, settlement accounts, clearing accounts, general ledger activity, and suspense items, with differences researched and resolved promptly.
  • Implement and maintain robust internal controls to mitigate risks and address audit requirements. Proactively identify potential fraudulent activities and take appropriate actions to minimize risk to the bank and its customers.

• Internal and External Communication
  • Act as the primary liaison and point of communication for Emprise associates, other financial institutions, and vendors relative to areas involving Transaction processing and Records Administration
  • Effectively communicate in a variety of communication settings: one-one-one, small and large groups, or among diverse styles and position levels
  • Partner with bank associates regarding customer and teller issues
  • Interact with Emprise associates, customers, other banks and vendors relative to complex customer inquires, high priority issues, providing resolution and maintaining service standards.

• Leadership
  • Assist with training and employee development in the department
  • Lead, coach, and develop associates through clear expectations, regular one-on-one meetings, timely feedback, recognition, and documented development plans.
  • Assign and prioritize work, monitor capacity and service levels, and adjust coverage to meet deadlines and customer needs.
  • Conduct performance discussions and partner with leadership and Human Resources on hiring, onboarding, employee relations, corrective action, and career development.
  • Foster a culture of accountability, collaboration, inclusion, open communication, operational discipline, and continuous improvement.
  • Lead team meetings and communicate priorities, policy changes, system updates, emerging risks, performance results, and department goals.
  • Ensure adequate staffing and backup coverage for critical payment windows, high-volume periods, holidays, and business continuity events.
  • Provide regular and ongoing training on applicable compliance regulations, technology, and processes Support special projects as appropriate

• Risk, Compliance, and Controls
  • Maintain an effective control environment, including segregation of duties, dual control, transaction limits, approvals, access controls, audit trails, and exception escalation.
  • Ensure procedures and activities align with applicable laws, regulations, network rules, bank policies, and risk requirements, including NACHA Rules, OFAC, BSA/AML, Regulation E, Regulation CC, and wire-transfer requirements.
  • Identify, assess, document, and monitor operational, fraud, compliance, third-party, settlement, and financial risks associated with payment activity.
  • Partner with Risk, Compliance, Fraud, Information Security, Audit, Legal, and Technology to address issues, complete assessments, respond to exams and audits, and remediate findings.
  • Oversee transaction monitoring, exposure and limit reporting, unusual activity escalation, error tracking, control testing, and root-cause analysis.
  • Review user access and entitlements periodically and ensure access is appropriate for job responsibilities.
  • Stay abreast of industry best practices
  • Ensure regulatory compliance
  • Review and audit information from systems to identify trends, monitor performance of functions and processes

• Process Administration
• • Oversee the maintenance of current standard operating procedures, desktop guides, control documentation, process maps, and escalation protocols.
  • Review workflows for efficiency, accuracy, scalability, and customer impact; implement improvements that reduce manual effort, errors, operational risk, and processing time.
  • Play a key role in operational readiness for process changes, system implementations, product launches, and conversions, including coordinating testing and implementation activities for new products, payment capabilities, and system enhancements.
  • Assist in development and monitoring of key performance, risk, and control indicators, including volume, accuracy, timeliness, exceptions, returns, losses, aged items, and service levels.
  • Prepare concise operational reporting and recommendations for senior management.
  • Maintain and test business continuity and disaster recovery procedures for critical payment and transaction functions.
  • Partner with management and appropriate channels regarding process changes or department compliance items
  • Manage vendor relationships, ensuring effective collaboration, accountability, and alignment with organizational goals.
  • Review and audit information from systems to identify trends, monitor performance of functions and processes
  • Recognizes trends and patterns and identifies data relationships and dependencies.

• Other duties as assigned within the scope and responsibility of the job

Requirements

• Bachelor’s degree preferred, High School Diploma or GED required
• 5+ years supervisor and/or banking experience required that enables the applicant to meet the job requirements
• AAP or APRP certifications preferred
• Demonstrated proficiency with enterprise-level software systems, cloud-based platforms, and standard desktop productivity tools
• Experience in both Traditional and Embedded Banking (BaaS)

Benefits

In addition to a competitive salary and benefits, Emprise offers professional growth, a rewarding and challenging environment, opportunities to be involved in our communities, and a culture of integrity, passion, and success.

At Emprise Bank, empowering people to thrive means having an all-inclusive culture that honors our commitment to all dimensions of diversity in our workforce and embraces inclusion of all people. People of color, women, LGBTQIA+, veterans, and persons with disabilities are encouraged to apply.

To learn more, please visit our website at www.emprisebank.com.

Emprise Bank is an EEO/AA/ADA/Veteran Employer/Member FDIC/Drug Free Workplace.

Emprise Bank participates in E-Verify and will provide your Form-I 9 to the federal government to confirm authorization to work in the United States.