Digital Banking

The Digital Banking & Cash Management Team Lead performs a variety of duties to service the Deposit Operations department, under the general direction of the Deposit Operations Officer. This position guides, trains, mentors and monitors the Deposit Operations Electronic and Cash Management Specialists to ensure proper procedures are developed and followed in compliance with bank policies and all related regulations. This role will develop and oversee department workflow to ensure efficient and accurate servicing of all deposit products and related services and will perform more complex tasks related to electronic banking.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Guarantees the timely completion of assigned department related functions through directing, training and advising department staff.
• Oversees the department’s review of file maintenance reports relating to electronic processing, customer information and other related services to ensure proper and authorized changes have been completed by bank staff, reporting exceptions to the retail area as needed.
• Writes department procedures, completing updates and modifications as needed.
• Maintains a thorough understanding of the FIS deposit operations systems; including IBS Insight, Cash Management, Sales Management, CMSe, CeB, BeB, Mobile Banking, instant payments (Real Time Payments, FedNow), Zelle, FCM and Image Centre. Instructs new users in these applications.
• Reviews and verifies error resolution claim forms for ATM / debit card chargebacks.
• Ensures that servicing for all types of electronic ancillary applications is processed efficiently and accurately.
• Receives, investigates and resolves customer inquiries regarding online banking, mobile banking, cash management, instant payments, mobile deposits and Zelle issues. Collaborates with the Deposit Operations Officer, Operations Specialists, Accounting, and other Bank personnel as needed.
• Collaborates with the Retail and Customer Care Center areas to assist with digital channel problem resolution. Keeps Retail and Customer Care Center staff informed of enhancements or changes in digital channels.
• Works with the Deposit Operations Officer to review, test and integrate any new department products or processes.
• Attends meeting, seminars and educational programs pertaining to all aspects of deposit operations and other job responsibilities.
• Provides backup to the Deposit Operations Assistant Manager in their absence.
• Provides prompt and courteous service to both internal and external customers.
• Assists with ongoing audit requests.
• Assumes additional project assignments and other responsibilities as requested.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear, reach with hands and arms; and stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and the ability to adjust focus.

Affirmative Action/EEO Statement

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

• High School diploma required.
• Three to five years of bank Deposit Operations or retail banking experience, including knowledge of deposit products.
• Strong understanding of financial institutions products and services.
• Strong knowledge of Bank’s operating systems.
• Self-starter, good at prioritizing, possesses strong customer service, and excellent communications skills.
• Established organizational and analytical skills.
• Ability to quickly learn and properly use various software programs.