Flagstar Bank Troy , MI 48007
Online Services Team Lead
This position is responsible for overseeing all aspects of the Online Services team with constant focus on meeting daily production deadlines. Includes responsibility for obtaining satisfactory or better ratings for the department on all operational and compliance audits. Review/update team procedures, assist with UAT testing, and complete scorecards and KPI metrics.
This position will regularly perform duties similar to staff in the Online Services team, which include the following examples: providing professional, technical and general product support to retail customers and bank personnel; and assuming responsibility for follow-up and resolution of consumer online & mobile banking problems. Performing online banking maintenance, handling case escalations; and provide assistance to customers using money transfer and bill payment services.
The team lead position will train staff and/or vendors, oversee workflow and handle problems/situations, including escalations and research. The position will direct the work of multiple non-exempt employees and may be asked for input for performance reviews/performance improvement matters.
This position will also maintain account reclamations, vendor relationships, including invoice review. Also, responsible for various internal controls as well as vendor audits related to account suspensions in online banking. Constantly evaluates and improves processes in the light of efficiency, productivity, effectiveness, service and flexibility as well as changing needs in the online services areas. This position will also work closely with Accounting during the monthly reconciliation processes and Core Applications Services for online baking support.
Participates in daily production activities noted in above job summary.
Provides professional, technical and general product support to consumer customers and bank personnel. Assumes responsibility for follow-up and resolution of retail problems.
Oversees, coordinates, and verifies the daily activities of Online Services team. Resolution of difficult or more complex or escalated situations that may involve deviation from normal operating procedures with management support and guidance.
Assists in development and maintenance of procedures to satisfy corporate, legal and regulatory guidelines and requirements. Participates in testing system changes.
Communicates effectively with immediate manager on all important department matters and developments. Includes responding to questions from internal departments and management regarding department activities.
Facilitates comprehensive training to appropriate staff members on bank system and job functions. Manages various vendors and contracts to ensure appropriate service levels and needs are met. (consumer and business online banking).
Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar's internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.
High School Diploma, GED, or foreign equivalent required.
Bachelor's Degree in Business, Business Management, Finance, or related field preferred.
4+ years Banking Operations.
Previous supervisory experience preferred.
Ability to look for ways to improve and promote quality.
Ability to coach others in a positive manner to improve service levels and business unit efficiency.
Exceptional analytical and problem solving skills with an ability to think quickly under pressure.
Ability to work in a team environment.
Excellent verbal and written communication skills.
Ability to write business correspondence, reports and procedures.
Knowledge of retail banking products and services (on-line banking and bill payment products).
System knowledge; Corillian, Architect and FiServ products preferred.
Proficient understanding of MS Office Suite required; advanced understanding preferred.
Previous Vendor Management Experience preferred.
5% travel to the our Jackson location.
The job requires a moderate degree of physical exertion and stamina such as standing, sitting, walking, driving or infrequent lifting. Extensive periods of sitting.
For Internal use only: Job Band I-Hrly