Digital Services Manager

2 weeks ago

Kalispell, United States WHITEFISH CREDIT UNION ASSOCIATION Full time
Job DescriptionJob Description

WHITEFISH CREDIT UNION POSITION DESCRIPTION

Position Title: Digital Services Manager

Organizational Relationships: Reports to Vice President of Digital Services

Supervisory Responsibilities: Assigned Digital Services Representatives

General Function: Responsible for comprehensive risk assessments for Automated Clearing House (ACH) entries and oversee the daily operations of the Card Services Team, Draft Posting, and other back-office functions. Provide exceptional support to members and potential members, connecting them with the right WCU staff representatives when needed. Collaborate closely with the VP of Digital Services and the Contact Center Manager to ensure smooth departmental operations.

Position Functions:

● Oversee Daily Operations by managing all back-office processing, including ACH, drafts, debit and credit card programs, online banking, and FED functionality.

● Annually review and update all related policies and procedures to ensure compliance and efficiency.

● Collaborate with third-party vendors and internal teams during audits to ensure smooth and accurate processes.

● Act as a backup for processing functions, resolving issues promptly and effectively.

● Address escalated calls with professionalism and provide support to Contact Center employees as needed.

● Perform intermediary member tasks and ensure timely and accurate completion of assigned duties.

● Assist with various implementations and help identify and implement efficiencies across the organization.

● Serve as a bridge between back-office processing staff, front office employees, the Collections Team, and the Accounting and Compliance Teams.

● Help monitor and resolve fraud cases, ensuring the safety and security of the credit union.

● Provide support to front and back-office staff with member inquiries and find innovative solutions to member requests while balancing risk.

● Participate in system and product testing to ensure functionality and reliability.

● Assist with data collection and analysis to support informed decision-making. Exemplify effective communication, respect for others, teamwork, and dedication to the department and organization.

● Ensure the timeliness and accuracy of your work through self-monitoring and attention to detail.

● Effectively manage time, resources, and personnel, with working knowledge of principles and practices of supervision, shift scheduling, training and performance evaluation.

● Review and approve staff timecards within prescribed timeline.

● Ensure that all staff comply with the 5-consecutive-days out-of-office policy.

● Participate in Whitefish Credit Union-sponsored and community-centered events.

● Serve as organizational role model, both on and off Whitefish Credit Union facility premises.

● Perform other duties as assigned.

Position Requirements:

• Ability to communicate effectively verbally, in writing, and over the phone, with members, co-workers, external professionals, and senior management.

• Excellent organizational, analytical, problem-solving, and negotiation skills.

• Possess and display a high level of interpersonal skills, including the development and maintenance of professional relationships.

• Proficient in Microsoft Office Suite or related software.

• Advanced understanding of clerical procedures, office equipment and computer systems, including recordkeeping and filing.

• Ability and willingness to go above and beyond expected work schedule to accomplish what is needed within assigned department(s) and the organization as a whole.

• Ability and willingness to pursue and obtain additional professional training and/or certifications as needed.

• Ability and willingness to travel to other branches.

• Ability to lift up to 15 pounds.

• Complete mandatory annual BSA training that includes Red Flag, Identity Theft, OFAC, CTR and SAR reporting and thresholds, as well as the safe keeping of member information, and passes any applicable tests.

• Follow all Whitefish Credit Union, Montana and Federal information privacy laws and guidelines.

• Protect Member and Whitefish Credit Union confidential information.

Required Education and Experience:

• A high school degree or equivalent; Associates degree or higher preferred.

• Three to five years of similar or related experience, including preparatory experience.

• AAP, NCP, APRP, or other ACH related certifications preferred by not required

This job description is to be considered a general outline of the duties and responsibilities of this position and is subject to changes and revisions by management at any time. Responsibilities are listed as guidelines only and the job is not necessarily limited to these specifications.

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