AVP Digital Banking

Basic Qualifications:

• High school diploma or equivalent required; associate or bachelor's degree preferred in retail banking or retail banking support environment.

• Minimum of two (2) years' supervisory experience required.

• Minimum of one (1) year working with Microsoft Word and Excel required.

• Minimum of five (5) years' working with electronic banking services software (e.g. Fiserv Premier) and the applicable interfaces to an electronic banking services software platform preferred.

• Minimum of five (5) years' Card Services (EFT) and/or Online Banking related experience is preferred.

Job Purpose and Scope:

Responsible for providing guidance and oversight to the online banking and card services support staff and ensuring that day- to-day operations are handled according to established policy and procedure.

Essential Job Functions:

• Responsible for managing and coaching staff, and providing guidance as it relates to; performance, promotion and salary recommendation, corrective action, hiring and termination, scheduling, and delegation of workload.

• Perform quality assurance monitoring of online banking and card services activities.

• Track online banking and card services statistics and generate executive management reporting.

• Develop and cultivate effective work relationships amongst team to motivate, coach, and retain staff.

• Responsible for coaching team members regarding effective customer service communication, according to established procedures.

• Manage and troubleshoot technical issues with Digital Banking software and the applicable interfaces to the core banking software platform as needed.

• Administer and coach staff in handling general customer complaints.

• Resolve complex and/or highly sensitive customer complaints.

• Ensure internal risk controls are operating effectively to limit residual risks of operational risk areas.

• Collaborate with Business Risk Officer(s) to generate risk assessments for areas of responsibility.

• Collaborate closely with vendors to ensure bank needs are met, as it relates to compliance with third party risk management requirements.

• Respond to Model Risk Questionnaires for areas of responsibility, as needed.

• Maintain good punctuality and attendance to work.

• Perform other duties as assigned.

Knowledge, Skills & Abilities:

• Knowledge of core banking software.

• Ability to communicate effectively both verbally and in writing.

• Excellent customer service skills.

• Excellent problem-solving skills.

• Ability to work independently without close supervision.

• Ability to manage multiple tasks with exacting deadlines in a fast-paced environment.

• Ability to independently develop, interpret, and provide staff guidance on bank policies and procedures.

• Knowledge and skill in utilizing Microsoft Office Products.

• Knowledge of imaging systems.

• Ability to maintain confidentiality.

• Ability to effectively partner with vendors to contribute to positive vendor relationships.

• Ability to develop and motivate staff to achieve team goals.

• Ability to work additional and/or flexible hours.

• Ability to travel occasionally for business when required.

• Knowledge of operational risk related to Digital Banking services.

Job Expectations: Operate customary equipment and technology used in a business environment, with or without accommodation.

Note: This description is not an exhaustive list of all job functions, duties, skills and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time.