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Digital Banking Operations Lead
Join a successful, community-oriented bank with an engaging, employee focused culture
Baltimore, MD / Nottingham, MD / Perry Hall, MD
Job Description
SUMMARY:
The Digital Banking Operations Lead primarily oversees the Bank’s remote/digital banking functions with a focus on customer relations and service delivery. This position is responsible for the daily operations and system tasks related to products and processes of remote/digital banking, including all personal [and business] online banking platforms, bill pay and maintenance, mobile products and services, remote deposit capture, MasterCard debit cards, ATMs, ACH transfers, AFT transfers, eStatements, online chat/conversations and secure email, unsecure email, Call Center and Customer Relationship Management (CRM) software communication, and other online and remote customer utilization. The position requires critical thinking and the ability to work effectively in a multi-faceted, organizationally complex environment with changing priorities. This individual will be required to rotate through, train others, and cover as needed in various functional areas of Banking Operations including, but not limited to, daily operations.
ESSENTIAL FUNCTIONS
SECONDARY JOB FUNCTIONS
Rosedale Federal Savings & Loan Association is an Equal Opportunity Employer, including disabled and vets.
The Digital Banking Operations Lead primarily oversees the Bank’s remote/digital banking functions with a focus on customer relations and service delivery. This position is responsible for the daily operations and system tasks related to products and processes of remote/digital banking, including all personal [and business] online banking platforms, bill pay and maintenance, mobile products and services, remote deposit capture, MasterCard debit cards, ATMs, ACH transfers, AFT transfers, eStatements, online chat/conversations and secure email, unsecure email, Call Center and Customer Relationship Management (CRM) software communication, and other online and remote customer utilization. The position requires critical thinking and the ability to work effectively in a multi-faceted, organizationally complex environment with changing priorities. This individual will be required to rotate through, train others, and cover as needed in various functional areas of Banking Operations including, but not limited to, daily operations.
ESSENTIAL FUNCTIONS
- Operations:
- Coordinates work assignments and leads daily activities of Digital Banking staff to ensure high levels of customer service and productivity are achieved.
- Provides leadership in the development of processes and procedures for the Digital Banking function.
- Collaborates with manager on measurable metrics and coaches staff to ensure service level goals are achieved.
- Trains, coaches, and effectively on boards new team members and projects.
- Manages the relationships with third-party vendors responsible for the remote channels to include understanding vendor technology roadmaps and product plans, and ensuring that vendor service levels are being met at the appropriate cost and quality.
- Leads in the testing and implementation of changes and releases and maintains process documentation in the Digital Banking support areas, Marketing, and Retail Branches.
- Communicates Digital Banking information, updates, statistic, and changes to the Banking Operations department, branch staff, and management.
- Reviews and interprets key reports as they relate to regulatory issues and fraud indicators, product usage, and any trends in the online banking customers’ experience.
- Utilizes system solutions available to troubleshoot customer online banking difficulties.
- Conducts research as needed regarding bill pay and online channel customer issues.
- Collaborates with Marketing, Compliance, BSA, Branch Network, Loan Servicing, and Customer Experience as needed to serve the customer and team.
- Assists with cost justification and implementation planning for various application upgrades and system enhancements with regard to Digital Banking.
- Reviews audit reports and takes necessary action to ensure that operational efficiency is balanced with adherence to policies and procedures.
- Assists with debit card compliance including card compliance and rebating.
- Compliance:
- Works closely with Compliance, IT, and Operations to complete and monitor risk assessments and recommend updates for policies related to Digital Banking.
- Assists with ATM terminal compliance including PIN and Key management compliance, signage, and surcharging.
- Adheres to all applicable laws and regulations governing bank operations, including compliance with the Bank’s BSA/AML Policy and Procedures.
- Preserves the principles of separation of duties.
- Ensures the adherence to established policies and procedures by gathering data and communicating with the appropriate supervisor.
- Assures the review of output from core processor and other ancillary software to ensure entries and file maintenance from the previous business day are reasonable and correct.
- Assists with OFAC and other compliance duties.
- Assists with coordinating and preparing for regulatory examinations; acts as liaison with examiners.
- Composes audit responses relative to Remote Channels subject matter.
- Customer Service:
- Effectively assists customers with Remote Banking needs through various inbound methods, including inbound calls, secure and non-secure email, and [online chat].
- Handles escalated and next tier calls related to Digital Banking questions, including browser incompatibility and end-user password resets and lockouts.
- Ensures that all open and incident requests are completed to full resolution.
- Provides support to inbound call queue for general customer questions and concerns, as required during peak times.
- Utilizes appropriate resources (e.g., other staff members or departments) as needed to address customer inquiries and promote a positive customer experience.
- Training and Education
- Completes compliance training as assigned.
- Maintains a strong understanding of Bank’s consumer [and business] Digital Banking products and services, and stays abreast of changes and enhancements.
- Collaborates with Training function as the Digital Channels’ subject matter expert to design appropriate training tools and resources.
- Attends training/conferences to insure up-to-date knowledge of related regulations.
- Teamwork and Administrative
- Analyzes work processes and contributes suggestions on alternative methods to improve efficiencies within the Digital Banking channels and the Banking Operations department.
- Creates and edits desk procedures as assigned.
- Creates and maintains deposit-related procedures within areas of expertise to ensure consistent performance of routines and practices.
- Implements checklists and other strategies to assure critical tasks are done timely and accurately.
- Provides back-up coverage and support for other departmental functions.
- Acts as an informational resource to branches and other staff regarding Digital Channels activity.
- Implements organizational strategies to keep the department efficient.
SECONDARY JOB FUNCTIONS
- Other duties may be assigned.
- Attends other training as assigned (technical, soft skills, administrative).
- Ability to support and guide co-worker(s) effectively.
- Strong judgment, problem-solving, and decision-making abilities; able to think analytically.
- Proven written communication skills.
- Ability to effectively handle conflict-resolution.
- Excellent customer service and telephone skills.
- Able to handle multiple tasks.
- Ability to effectively collaborate with other areas throughout the Bank.
- Proficient computer skills relevant to Outlook, Word, Excel, and PowerPoint.
- Solid knowledge of web-based support, including but not limited to browsers, compatibility, virus software, and other online technical troubleshooting.
- Strong organizational skills and follow-through.
- Ability to work independently and as a team player.
- Ability to maintain accurate records and files.
- High school diploma or equivalent.
- Associate’s Degree preferred.
- 3 - 5 years deposit operations experience with knowledge of deposit transactions and deposit products and services. Specialized experience with implementation and support of remote channels, online and mobile banking, and debit card platforms is also required.
- Solid understanding of deposit-related regulations.
- Knowledge of ACH rules and regulations recommended.
- Previous experience working in a multi-channel call center environment preferred.
- Must be able to remain in a stationary position for long periods of time (50%-70% of the time).
- The person in this position needs to occasionally move about inside the office to access file cabinets,
- Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
Rosedale Federal Savings & Loan Association is an Equal Opportunity Employer, including disabled and vets.
Job Summary
Employment Term and Type
Regular, Full Time
Hours per Week
37.5
Salary and Benefits
Eligible to participate in all benefits offered to Rosedale Federal employees to include Medical, Dental, Vision, and 401(k) programs.
Required Education
High School or Equivalent
Required Experience
3 to 5 years
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