Payments Operations Lead

Huntington Bank; Columbus (OH); Hybrid; USD 95,000 - 125,000; Full time

Job summary

Huntington Bank is seeking a ChoicePay Support Specialist Lead in Columbus, OH to guide a team of payment support specialists, drive process improvements, and ensure high-quality client experiences. You’ll coordinate daily workflows, coach staff, and partner with Product, Technology, Sales, Risk, and Compliance.

You will develop job aids, monitor performance, support campaign readiness, and resolve escalations to optimize service levels and client satisfaction.

Qualifications

• Bachelor’s degree required or equivalent in business, finance, or related field.
• Minimum 5 years of experience in payments/operations or financial services.
• Experience leading teams, coaching, and handling escalations with strong stakeholder collaboration.

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.

Skills

Team leadership

Coaching

Performance management

Operations

Payments

Client support

Problem solving

Education

Bachelor’s Degree

Tools

Excel

Microsoft Office

Reporting tools

Job description

Huntington Bank is seeking a ChoicePay Support Specialist Lead in Columbus, OH to guide a team of payment support specialists, drive process improvements, and ensure high-quality client experiences. You’ll coordinate daily workflows, coach staff, and partner with Product, Technology, Sales, Risk, and Compliance.

You will develop job aids, monitor performance, support campaign readiness, and resolve escalations to optimize service levels and client satisfaction.