Payment Exceptions NA Funding Manager

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive.   We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive. Try new things, learn new skills and discover what you excel at—all from Day One. 

As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other. 

Job Description

The Payment Exceptions Team Manager is responsible for leading a high-performing operations team that handles payment discrepancies, exception processing, and customer service inquiries related to investment and financial transactions. This role ensures that all activities are executed in line with internal policies, regulatory requirements, and service level agreements (SLAs).

The manager provides strategic and operational leadership, coaches team members, and collaborates with cross-functional departments. The role also focuses on continuous improvement, process optimization, and maintaining a high standard of service delivery across both written and verbal communications.

Key Responsibilities:

• Manage daily operations of the Payment Exceptions team across assigned regions or functional areas.
• Plan and schedule departmental activities to ensure adequate staffing and workload distribution.
• Monitor and communicate performance metrics (e.g., SLA, error rate, quality scores) and take corrective actions when needed.
• Ensure that all exceptions and issues are resolved accurately and timely, in compliance with internal procedures and external regulations.
• Act as a point of escalation for complex issues and ensure resolution in collaboration with internal stakeholders.
• Oversee the team’s response to customer inquiries, investigations, and problem resolution related to payment and investment transactions.
• Maintain a high level of customer service quality across all channels
• Support internal teams providing operational insights and resolving escalated issues.
• Ensure adherence to internal policies, audit requirements, and regulatory standards.
• Develop, implement, and maintain departmental policies and procedures to improve service quality and productivity.
• Participate in the design and enhancement of training programs, tools, and systems that support operational excellence.
• Provide coaching, feedback, and development support to team members.

Qualifications:

• Bachelor’s degree in finance, business administration, economics, or related field.
• Minimum 3 years of experience in financial operations, payment processing, or customer service, including at least 1–2 years in a leadership role.
• Experience working in a regulated financial environment and with cross-functional teams.

Skills & Competencies:

• Strong leadership and people management skills.
• Excellent communication skills in English (minimum B2 level; C1 preferred).
• Solid understanding of payment systems, financial products, and compliance requirements.
• Analytical mindset with ability to interpret data and drive performance improvements.
• Proficiency in Microsoft Office (Excel, Outlook, Teams);
• Ability to manage multiple priorities and work under pressure.
• Proactive and solution-oriented.
• High level of integrity and professionalism.
• Strong organizational and decision-making skills.
• Commitment to continuous learning and team development.

The role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days.

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits:

We offer an exciting, fast-paced and diverse working environment with employees of many different nationalities. We provide benefits to help you protect your health and financial security; and give you peace of mind. We also invest in your career growth with development resources that give you the opportunity to stretch and shine.

Posting may be closed earlier due to high volume of applicants.