Payment Operations Fintech Support Specialist

POSITION SUMMARY:

The Payment Operations Fintech Support Specialist supports the Bank’s payment operations function through technical setup coordination, issue research, implementation support, testing, and post-launch operational maintenance. This role helps translate established payment frameworks into repeatable execution for new programs, clients, and payment use cases. The position serves as a key operational resource for researching payment failures, settlement issues, technical dependencies, and data setup needs across internal systems and external vendors, while helping maintain the integrity, consistency, and scalability of the Bank’s payment solutions.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Support payment projects and onboarding initiatives by executing the Bank-side operational and technical setup activities required for implementation.
• Prepare, complete, coordinate, and submit technical or implementation-related forms and setup documents, including items such as CIQ, APW, PIF, and similar forms or templates required by vendors, processors, or payment partners.
• Coordinate with the Payment Operations Generalist when a network-facing submission is required and provide the information needed for that submission.
• Reference approved funds flows, operating models, and settlement structures to support the setup of new programs, new clients, or new payment services.
• Partner with Finance, Deposit Operations, and other internal teams to establish required accounts, GLs, settlement structures, or supporting operational configurations needed for new payment programs or services.
• Coordinate end-to-end testing for payment implementations and changes, including test planning, test scenario documentation, execution tracking, issue logging, and validation of expected results
• Maintain detailed records of test scenarios, expected outcomes, actual outcomes, defects, exceptions, retesting results, approvals, and production readiness items
• Support repeatable onboarding by maintaining implementation checklists, setup trackers, required-data inventories, and documentation for recurring payment use cases
• Work with Business Intelligence and other data stakeholders to help ensure program data, files, reports, SFTP connections, and related data dependencies are identified, coordinated, and implemented appropriately
• Coordinate data-related requests from internal teams by gathering requirements, obtaining needed information from fintechs or vendors, and partnering internally to support implementation
• Request and coordinate new file transmissions, SFTP setups, data mapping support, or similar operational dependencies as required for projects and ongoing support
• Serve as an operational support resource for payment-related issues raised by internal departments, fintech clients, processors, vendors, or other partners
• Research failed payments, settlement issues, processing exceptions, setup discrepancies, and data-related questions by reviewing internal systems, vendor platforms, network information, and supporting documentation
• Identify root causes of payment, settlement, configuration, or processing issues and coordinate with the appropriate internal teams or external partners to resolve them
• Document incidents, defects, recurring issues, and remediation actions to improve future implementations and steady-state support
• Assist with the development, maintenance, and periodic review of procedures, job aids, testing templates, issue logs, and operational support documentation
• Support post-launch stabilization by monitoring open items, tracking defects and action items, and coordinating follow-up through resolution
• Cross-train in Payment Operation activities to provide backup coverage for core payment operations activities as needed.
• Adhere to compliance procedures and internal/operational risk controls in accordance with any and all applicable regulatory standards, requirements, and policies

KNOWLEDGE, SKILLS and ABILITIES:

• Strong analytical and problem-solving skills.
• Ability to research issues across multiple systems, vendors, and operational workflows.
• Ability to understand and follow technical setup requirements, testing steps, funds flows, and operational dependencies.
• Strong documentation skills, including the ability to maintain accurate issue logs, test evidence, setup records, and implementation trackers.
• Strong organizational and project coordination skills.
• Ability to communicate clearly with internal teams, external vendors, fintech clients, and cross-functional partners.
• Ability to manage multiple implementations, support requests, and follow-ups with competing priorities.
• Working ability or aptitude to learn payment operations concepts such as ACH, wires, card programs, settlement flows, reconciliation dependencies, and payment exceptions.
• Comfort with structured, repeatable process execution in a changing environment.
• Proficiency in Microsoft Office applications, especially Outlook, Excel, Word, and Teams.
• Ability to learn and use internal bank systems, vendor portals, and data-support tools as necessary.

EDUCATION/EXPERIENCE REQUIREMENT:

☒ High school diploma or equivalent work experience.

☒ College degree or equivalent work experience.

☐ Advanced degree or equivalent experience.

Required Years of Work Experience: 5 years

PREFERRED KNOWLEDGE SKILLS AND EXPERIENCE FOR THIS JOB:

Preferred Education/Experience:

• Bachelor’s degree in Business, Finance, Information Systems, Operations, or related field.
• Experience in banking operations, payment operations, fintech operations, implementation support, technical support, or vendor management.
• Exposure to payment processing, settlement operations, testing, issue management, or data/file coordination

Additional Preferences (If Applicable):

• Experience supporting fintech onboarding, processor implementations, vendor setup, or payment operations troubleshooting.
• Familiarity with issue logs, testing documentation, implementation trackers, and operational support workflows.
• Ability to connect technical requirements to repeatable operational execution.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday