Rogue Credit Union · 15 hours ago
Ast Mgr of Payment Services-Quality Control
South Medford Support Services, Medford, OR, US
Full-time
Onsite
Mid, Senior Level
$64K/yr - $80K/yr
3+ years expRogue Credit Union is a member-owned financial cooperative headquartered in southern Oregon. They are seeking an Assistant Manager of Payment Services - Quality Control to lead the Quality Control team, ensuring adherence to quality and compliance standards while enhancing member experiences through effective oversight and coaching.
BankingCreditDebit CardsFinancial ServicesInsurance
Responsibilities
Responsible for supervising the Quality Control team within the Payments Services Department, ensuring objective, independent oversight of payment operations and adherence to quality, compliance, and regulatory standards are met in production activities across payment channels including, but not limited to, Automatic Clearing House (ACH), Debit and Credit Cards, Checks, Wires, Instant and Real-time payment rails. Provides leadership to the QC team by hiring, training, coaching, and motivating staff to effectively execute quality reviews, balancing activities, and control assessments within assigned areas. Establishes and maintains objective accountability measurements to evaluate accuracy, procedural adherence, risk mitigation, and control effectiveness. Creates and sustains a coaching culture focused on continuous improvement, operational integrity, and Member Loyalty. Partners closely with the Manger of Payment Services and production leaders to communicate findings, trends, and recommendations, while maintaining appropriate independence between quality oversight and daily processing activities. Partners with the Manager of Payment Services to deliver promotions, transfers, disciplinary actions, and/or changes in employee status in the best interest of both the credit union and the employee
Leads the full lifecycle of the Payments Services QA Program, including annual planning, risk-based prioritization, execution of quality monitoring and compliance reviews, documentation of findings, tracking of remediation, and continuous refinement aligned to audit results, enterprise risk assessments, and the Payment Services Roadmap. Maintains a strong working knowledge and understanding of key system operations and rules governing all payment channels, including but not limited to National Automated Clearing House Association (NACHA) rules, Electronic Check Clearing House Organization (ECCHO) rules, Regulation E, Regulation CC, card network requirements, and all other applicable laws, regulations, credit union policies and operational guidelines to ensure processing limits, liabilities, and timelines are consistently adhered to. Ensures quality control and balancing functions are effectively designed and executed, reducing the risk of errors, fraud and regulatory concerns while strengthening operational integrity and member trust. Partners with the production leaders recommend procedure enhancements, training development, and process improvement initiatives informed by QA findings and trend analysis
Develops and delivers monthly QA scorecards and reports to Payment Services leadership, clearly communicating trends, risks, and improvement opportunities. Monitors and reports on service delivery standards and QA performance metrics, proactively identifying discrepancies, patterns, or control gaps requiring attention. Partners with the Payments Administrator and Payments Analyst to design, maintain, and refine QA key performance indicators (KPIs), dashboards, and scorecards that support data-driven decision making and accountability for continuous improvement. Regularly communicates insights and recommendations to management and key stakeholders, ensuring transparency and alignment on performance expectations and corrective actions. Collaborate with internal stakeholders to support training and knowledge development informed by QA results, provide timely and accurate guidance to internal team members, and partners with appropriate internal team members and departments to enhance operational processes and outcomes that promote operational integrity and exceptional member experiences
Partners with the Manager of Payment Services to successfully complete all department projects and initiatives. Assists in researching, recommending, and developing new payment-related programs, products, and vendor solutions with an emphasis on quality, compliance, and member experience. Participates in vendor risk assessments and supports internal and external audits and exams. Reviews findings, updates reporting as necessary, and recommends or implements corrective actions to address deficiencies or enhance operational effectiveness
Proactively performs other duties as needed or assigned
Qualification
Required
Three years to five years of similar or related experience in payments, operations, or quality assurance
Supervisory experience required
A high school education or GED
Strong supervisory and personnel development skills
Sound judgment and ability to hire a strong team capable of building trust and credibility with new and existing members
Excellent communication and training skills
Resourceful with strong conflict and problem resolution skills
Critical thinking skills with the ability to make recommendations
Self-starter with excellent time management and organizational skills
Strong computer and software skills
The ability to motivate or influence others is a material part of the job, requiring a significant level of courtesy, tact, and diplomacy
Work involves extensive personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation
Some lifting required (up to 30 pounds), continuous sitting, occasional standing, and occasional walking
Finger dexterity while using computer
Occasional talking and hearing in person and on the telephone
Continuous clarity of vision of 20 inches or less and continuous clarity of vision at 20 feet or more
This job is an exempt position that requires flexibility in scheduling tasks and projects
The employee must independently monitor hours and judge the time needed to be spent on applicable duties
Employee must be capable of proactively adjusting to unpredictable schedules
As a direct representative of Rogue, the employee must conduct and present themselves courteously and professionally
Exposed to potentially hazardous conditions, i.e., robbery
Travel to all credit union regions may be required
Preferred
Professional certifications related to payments, risk, compliance, or quality assurance are highly desired, including but not limited to AAP, APRP, NCP, WCUP, CCPP, CAMS, CPFP, or Lean Six Sigma
Company
Rogue Credit Union
Rogue Credit Union provides banking services such as savings, checking, loans, investment, credit and debit cards and insurance services.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Matt Stephenson
President/CEO
Blake Thurman
Chief Financial Officer
Recent News
2025-08-14
Company data provided by crunchbase