The Digital Banking Experience Manager oversees the daily operations, staff, and technology of Lowell Five Banks digital banking platform for both consumers and small businesses. This position ensures secure, efficient service delivery, manages risk and compliance, supports customer troubleshooting, trains, and develops the Digital Banking team.\ Responsibilities\ Bank Operations & Customer Experience\

Monitors digital banking platform for reliability and security,

ensuring high-quality service levels; opens service cases and works with vendors to resolve issues.\

Participates in the hands-on processing for ACH: utilizes fraud tools

to mitigate any risk prior to funds going out of the Bank, responds to or delegates out to others when customers send secure messages for assistance, and conforms to a daily schedule to ensure timely delivery of files; reviews and takes action on all online account openings.\

Reviews and completes all daily digital banking reporting and

cross-checks to ensure accuracy; provides regular metric reporting on digital banking and other related responsibilities.\

Maintains compliance with state/federal regulations (BSA/AML) and

internal security policies; manages risk related to electronic banking, external transfers, and ACH origination.\

Assists internal and external customers with complex and investigative

digital platform issues.\

Utilizes AI to assist with solutions, workflows, and other aspects of

digital banking when appropriate.\

Maintains, reviews and reports on other ancillary digital systems.\

Product Development\

Implements, tests, and enhances new online banking services and

product updates to boost customer adoption rates; provides digital banking solution suggestions to improve customer experience.\

Researches and makes recommendations to senior management on ways to

increase digital banking usage, products, and services.\

Maintains effective communication and information sharing across

departments, including training for new and existing digital products; identifies opportunities to implement digital banking enhancements where appropriate.\

Maintains a strong working knowledge of Bank products and services, as

well as industry trends and developments that may impact digital banking or customer needs.\ Professional Development\

Creates and fosters an inclusive team environment; promotes the Bank

through community activities and professional organizations.\

Supervises, trains, and mentors the Digital Banking team.\

Prepares and delivers performance evaluations, makes compensation

recommendations, and aids with goal setting to develop team members.\

Resolves routine personnel problems.\

Collaborates with Human Resources with respect to hiring decisions as

necessary.\

Perform other duties as needed\

Requirements\

Bachelors degree in business or finance, or equivalent experience

strongly preferred.\

4+ years experience in Digital Banking, Deposit Operations, and/or

Retail Banking, including knowledge of ACH processing and electronic regulations.\

Minimum of 2 years management experience and proven leadership

capabilities\

Experience managing a digital banking solution, Q2 preferred.\

Strong technical skills and working knowledge of computer programs and

applications, including Microsoft Office Suite, Fiserv DNA, Salesforce (or related CRM), and Synergy strongly preferred.\

High degree of initiative, dependability, and ability to work

independently.\

Extremely organized, ability to multi-task, prioritize, and adapt to

change while assimilating new information quickly.\

Must be willing and able to report to Headquarters in Tewksbury five

full days a week.\ For full job description, please email Laura.Marshall@masshirelowellcc.com.

Lowell Five Bank

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