AVP, ACH Manager

At Customers Bank, we believe in working hard, working smart, working together to deliver memorable customer experiences and having fun. Our vision, mission, and values guide us along our path to achieve excellence. Passion, attitude, creativity, integrity, alignment, and execution are cornerstones of our behaviors. They define who we are as an organization and as individuals. Everyone is encouraged to have personal development plans. By doing so, our team members are on their way to achieve their highest potential and be successful in their personal and professional lives.

Must be eligible to work in the U.S. without requiring sponsorship now or in the future.

Who is Customers Bank?

Founded in 2009, Customers Bank is a super-community bank with over $22 billion in assets. We believe in dedicated personal service for the businesses, professionals, individuals, and families we work with.

We get you further, faster. 

Focused on you:  We provide every customer with a single point of contact. A dedicated team member who’s committed to meeting your needs today and tomorrow.

On the leading edge:  We’re innovating with the latest tools and technology so we can react to market conditions quicker and help you get ahead.

Proven reliability:  We always ground our innovation in our deep experience and strong financial foundation, so we’re a partner you can trust.

What You’ll Do:

The ACH Manager is responsible for leading Customers Bank’s Automated Clearing House (ACH) operations, ensuring accurate, timely, and compliant processing of all ACH transactions. This role provides operational leadership, oversees risk and compliance activities, and drives process efficiency across ACH systems and workflows. The ACH Manager will partner closely with Treasury, Accounting, Compliance, and Technology teams to safeguard the integrity of our payment systems and deliver exceptional service to our customers.

Responsibilities:

Leadership and Team Management

• Lead, coach, and develop a team of ACH Administrators and Analysts to achieve operational goals and performance standards.
• Oversee daily workflow, staffing, and scheduling to ensure coverage and timely completion of processing requirements.
• Provide training, feedback, and career development opportunities that support individual and team growth.
• Promote a culture of accountability, inclusion, and excellence within the ACH Operations team.

Operational Oversight

• Manage all aspects of ACH processing, including origination, receipt, returns, exceptions, and balancing.
• Ensure accurate and timely completion of daily posting and settlement functions in accordance with NACHA guidelines and bank policy.
• Approve and monitor high-risk or high-value transactions, ensuring proper authorization and control procedures.
• Review daily reports, reconcile discrepancies, and escalate material variances to the Deposit and Treasury Operations Director.
• Maintain and enforce record retention standards and documentation protocols.

Compliance and Risk Management

• Ensure full adherence to all NACHA Operating Rules and relevant federal regulations including Regulation E, Regulation CC, BSA, OFAC, and the USA PATRIOT Act/CIP.
• Partner with Compliance and Internal Audit to ensure strong control environments and readiness for reviews and examinations.
• Identify operational risks and lead mitigation efforts to strengthen internal controls.
• Maintain current ACH procedures and control documentation; recommend updates as regulations or business needs evolve.

System Administration and Process Improvement

• Oversee system administration for FIS Tracker and other ACH-related platforms, ensuring stable performance and accurate file transmission.
• Collaborate with IT and external vendors to troubleshoot, test, and implement system enhancements or upgrades.
• Lead User Acceptance Testing (UAT) and document testing outcomes for system or process changes.
• Analyze data to identify operational trends, service issues, and efficiency opportunities.
• Recommend and implement process improvements that enhance productivity, accuracy, and risk control.

Vendor and Stakeholder Collaboration

• Serve as primary contact for ACH vendor relationships and escalate issues as needed.
• Partner with Treasury Management, Client Services, and Accounting to resolve complex ACH-related client or system issues.
• Communicate operational performance and risk insights clearly and proactively to leadership.

Reporting and Analytics

• Prepare and present ACH operational metrics and trend reports to senior management.
• Track performance indicators include transaction volume, return rates, exception trends, and SLA compliance.
• Leverage analytics to guide decision-making, process improvement, and resource planning.

What do you need?

• 5-7 years of progressive experience in ACH or electronic payment operations, including at least 3 years in a leadership role
• Strong working knowledge of NACHA rules, ACH network processes, and applicable banking regulations
• Knowledge of NACHA rules, SEC codes and Prenotes
• Accredited ACH Professional (AAP) certification preferred but not required

Technology Skills:

• Proficient in Microsoft Office Suite
• Previous experience using PayPlus software preferred

Customers Bank is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

We also provide “reasonable accommodations”, upon request, to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws. 

Diversity Statement:

At Customers Bank, we believe in working smart, working together, and having fun while delivering innovative solutions and memorable experiences for our customers. We are committed to the continual advancement of a culture which reflects the value we place on diversity, equity, and inclusion. We honor the diverse experiences, perspectives, and identities of our team members, and we recognize that it is their passion, creativity, and integrity that drives our success. Step into your future with us! Let’s take on tomorrow.