Account Support Manager

Your primary role will involve building relationships with our members, offering personalized solutions and identifying opportunities to help them achieve financial success.

If you thrive in an environment with team members who truly enjoy what they do and you are sales driven and motivated to succeed, then OnPath is the place for you!

Voted eleven years in a row as one of the Top 40 Places to Work by the Times Picayune, we offer:

Interested? Become part of the OnPath team that believes exceptional service defines the core of who we are.

We are looking for an Account Support Manager to join our team! The salary range for this position is $74,841.11 to $93,551.39 based on skills and experience. This position is classified as On-site.

SCOPE:

As a dedicated member of the OnPath FCU team, this role performs a variety of tasks that in partnership with the surrounding departments, provides cost effective financial services for the benefit of our members who are our primary focus. Our core values are what make us E.P.I.I.C. We are Empathetic to the vast situations and needs of our members and to each other. We are Passionate about the financial growth and success of our members. We are Innovative in our ideas and goals to remain at the top of our class in financial services. Our Integrity is not an option. We require our employees to be honest and have strong moral principles. We are Committed to our promise to be the best financial advocates for our members and the communities we serve.

PRIMARY FUNCTIONS:

The Account Support Manager is responsible for leading a team that supports critical deposit operations, electronic payments, exception processing, and member account services. This role ensures accuracy, compliance, and efficiency across ACH processing, online banking support, dispute resolution, and account maintenance functions. The manager will oversee daily operations, coach staff, and maintain adherence to regulatory and network rules, including NACHA guidelines and internal policies.

Deposit Operations & Item Processing

* Supervise Mobile Deposit and ITM (Interactive Teller Machine) deposit processing

* Oversee Synergy Capture and check exception handling

* Manage check orders and ensure proper verification processes (SSA, AVS)

* Handle returned items, DNEs (Death Notification Entries), and adjustments

Wire & Funds Transfer Operations

* Approve and process outgoing wire requests

* Oversee incoming wire postings and reconciliation

* Ensure timely and accurate processing of all funds transfers

Team Leadership & Oversight

* Supervise, train, and develop Account Support staff

* Monitor workflow queues, productivity, and service levels

* Establish and enforce quality control standards

* Act as escalation point for complex member and operational issues

ACH & Electronic Payments

* Oversee creation, review, and modification of ACH files, including NACHA-formatted files

* Manage ACH exceptions, returns, adjustments, and reclamations

* Ensure compliance with NACHA rules and deadlines

* Review and process On-Us files and return check file postings

Payments & Digital Banking Support

* Oversee Bill Pay processing, including disputes, returns, and issue resolution

* Manage Zelle transactions, disputes, and exception handling

* Respond to online banking messages and internal service tickets

* Support MeridianLink file creation and integration processes

Legal Processing & Compliance

* Manage levies, garnishments, and legal orders

* Ensure adherence to applicable regulations, internal policies, and audit requirements

* Maintain proper documentation and reporting for compliance reviews

Specialized Account Functions

* Oversee IRA account maintenance and transactions

* Manage mailing payment postings and related reconciliations

* 3-5+ years of experience in banking operations, preferably in ACH, deposits, or payments * 1-3+ years of supervisory or management experience

Bachelor's degree in Finance, Business, or related field (or equivalent experience)

A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

* Strong knowledge of ACH processing and NACHA file structure

* Familiarity with online banking platforms, bill pay systems, and payment networks (including Zelle)

* Understanding of deposit operations, check processing, and exception handling

* Knowledge of legal processes such as garnishments and levies

* Strong analytical, organizational, and problem-solving skills

* Excellent communication and leadership abilities

* Attention to detail and accuracy

* Risk management and compliance awareness

* Ability to manage multiple priorities and deadlines

* Process improvement and operational efficiency mindset

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, view customer information, and talk or hear. The employee is frequently required to stand and walk. The employee must regularly lift and/or move up to 5 pounds and frequently lift and/or move up to 25 pounds.

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise. Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management. The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management. The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

OnPath FCU is an EOE/M/F/Disability/Veteran