ChoicePay Support Specialist Lead

Description

Summary:

This role is ideal for an operations-focused professional who enjoys leading through influence, solving problems, improving processes, and supporting a high-quality client experience. The ChoicePay Team Lead is responsible for managing a team of payment support specialists, including setting performance expectations, providing coaching and development, conducting performance appraisals, and supporting colleague engagement and accountability. In addition, the Team Lead helps coordinate daily service and campaign operations, including work assignments, campaign readiness, execution, client support activity, quality control, procedure adherence, and operational follow-up. The Team Lead serves as a resource for payment support specialists and works closely with Product, Technology, Sales, Risk, Compliance, vendors, and other internal partners to resolve escalations, support client needs, and drive continuous improvement.

Duties and Responsibilities:

• Coordinate daily ChoicePay workflow, including campaign readiness, campaign execution, work assignment, client support activity, and operational follow-up to help ensure timely and accurate execution.
• Provide day-to-day guidance, coaching, and support to payment support specialists by helping prioritize work, support coverage needs and promote consistent procedure execution.
• Support ChoicePay campaign processing for new and existing clients, including setup coordination, payee file review, screening-related process support, data validation evidence, activation readiness, and post-launch monitoring.
• Complete quality control activities related to campaign setup, data validation, billing support, documentation retention, and required operational control evidence.
• Serve as a subject matter resource and escalation point for complex client, payee, vendor, and internal partner inquiries related to ChoicePay servicing and campaign activity.
• Collaborate with payment providers and cross-functional partners, including Product, Technology, Sales, Risk, and Compliance, to troubleshoot issues, support enhancements, participate in testing, and communicate operational impacts.
• Participate in and as needed, facilitate daily stand-up discussions to review upcoming campaigns, identify blockers, confirm ownership, and support operational readiness.
• Develop, review, and maintain job aids, procedures, tracking tools, and documentation to support consistency, audit readiness, and scalable team operations.
• Monitor operational performance, service levels, workload trends, ticket activity, billing support, and campaign volumes, and provide updates or recommendations to leadership as needed.
• Support client demonstrations, new client information calls, training coordination, ad hoc requests, and other activities related to ChoicePay servicing and adoption.
• Perform other duties as assigned.

Required Qualifications:

• Bachelor’s Degree
• 5+ years of related experience in operations, payments, financial services, client support, or a related field
• Experience providing team guidance, workflow coordination, coaching, quality control, and operational escalation support

Preferred Qualifications:

• Previous supervisory or team leadership experience in banking, payments, or operations
• Knowledge of ChoicePay, virtual card, ACH, check payment processes, or other commercial payment solutions
• Advanced proficiency in Microsoft Office applications, particularly Excel and reporting tools
• Experience with process improvement, operational controls, quality assurance, and risk management practices

Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)

Yes

Workplace Type:

Office

Our Approach to Office Workplace Type

Certain positions outside our branch network may be eligible for a flexible work arrangement. We’re combining the best of both worlds:  in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.

Huntington is an Equal Opportunity Employer.

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Note to Agency Recruiters:  Huntington Bank will not pay a fee for any placement resulting from the receipt of an unsolicited resume.  All unsolicited resumes sent to any Huntington Bank colleagues, directly or indirectly, will be considered Huntington Bank property. Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.