Digital Banking Manager

First Community Bank • Harbor Springs, MI • 1d ago

Overview The Digital Banking Manager (in office, Harbor Springs, Mi) is responsible for delivering an exceptional experience for our clients through our digital channel products and services. This position will oversee the entire digital channel and will be responsible for integrating products and services with the bank's goals to help our markets extend our operational footprint to meet or exceed growth expectations. Maintains collaboration and a strong working relationship across all departments to ensure effective and efficient development and delivery of solutions. This position will directly advise and collaborate with both clients and internal teams on solutions to meet their needs. The Digital Banking Manager is responsible for maintaining and building partnerships with teams in each market to ensure client growth and client retention.

Duties including but not limited to: Daily Functions

Assume responsibility for the digital banking channel and the accurate, effective, and professional completion of related functions. Maintain and support products for the digital channel.

Ability to provide great technical support in person, phone, and online.

Great problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.

Specialize in and oversee all areas of the digital channel, but not limited to login issues, transactions, transaction/security alerts, ACH, RDC, Bill pay, account history, e-statements, security preferences, telephone banking and text banking.

Open online accounts and respond to digital channel requests. Aid with digital banking transaction inquires and issues from both clients and internal teams.

Provide online and mobile banking app support on all supported devices.

Manage OLB, ACH, and RDC contracts and fee income.

Oversee processing of digital banking transactions, product, service enrollments, and changes to existing customers.

Provide customer support for usage, software installation, login credentials, and submitting deposits.

Manage hardware and supply inventory with bank and customers.

Work with vendors to troubleshoot application, program and process issues.

Department Management

Digital Banking Manager will supervise a digital channel team including on-boarding, reviews and corrective actions. Accountable for Digital Channel on-boarding and training of new and existing digital channel team members with products, processes and procedures.

Organize and distribute workload, set priorities and make sure department tasks and responsibilities are completed.

Maintain and create new procedures for both new and existing products and all areas of responsibilities.

Responsible for creating, refining and training on internal procedures and process

Reporting and Security

Implement, evolve and maintain reporting metrics around security, product adoption, and usage to assist with business decisions. Assist with implementing business intelligence and analytics.

Stay informed of security risks, trends, and maintain and communicate practical security. Manage ACH Risk Fraud Analytics.

Accurately record and track internal issues, essential activity, daily tickets and reports. Review related logs and reports and provide recommendations for enhancements and efficiencies where applicable.

Ensure related documentation is properly retained, imported into core system, scanned and quality control of processes.

Collaborate with Marketing Manager to develop marketing materials.

Maintain current knowledge of, apply, and evaluate all policies and procedures as well as federal laws and regulations as set forth by regulatory agencies.

Traini

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