POSITION PURPOSE AND OBJECTIVES:
Memory Bank is an online-only national banking division of Republic Bank & Trust Company.
The Digital Banking Manager will oversee the design and execution of the Memory Bank strategic plan as it relates to the digital customer experience and overall customer service. This role has direct supervision of all digital banking services and customer activities. This position helps design strategies to complement the bank’s ecosystem of digital products and services and strengthen customer relationships, as well as, brand proposition.
•Bachelor’s degree or equivalent work experience required.
•Minimum 5 years’ experience leading a customer support and/or sales team while exceeding performance service-level expectations required.
•Minimum 3 years working within the financial industry or a heavy customer transaction-based industry with significant information security and regulatory requirements required.
•Experience working in a call center environment and/or utilizing “live chat” technology required.
•Previous exposure to call center and/or sales’ tools and technologies, including customer relationship management (CRM) systems, such as Salesforce, preferred.
•Demonstrated retail banking knowledge and experience in internet banking and related data processing concepts.
•Proficiency in Microsoft Office products and internet/mobile application.
ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:
•Direct supervision and the coordination of all digital banking service activities, including both customer technical support and account onboarding.
•Establish, maintain, prepare, promote, and measure the effectiveness of digital banking policies and related procedures.
•Incorporate and manage the analytic processes and controls to mitigate risk associated with digital banking activity, including transactional risk, compliance risk, and reputation risk.
•Routinely report the status of Memory Bank’s digital banking services to Executive Management.
•Train, develop, and mentor the Digital Banking Supervisor(s) and ensure ongoing development of the overall Digital Banking team.
•Monitor and measure customer service inquiries, ensuring quality exceeds minimum standards.
•Maintain and execute the digital product roadmap to ensure constant delivery of service enhancements and improvements.
•Participate in the Memory Bank product development process for additional products and services.
•Manage third-party vendor partners on projects and enhancements relating to system upgrades and/or the addition of digital bank products.
•Collaborate with internal departments on the call system maintenance and enhancement, including incorporating smart forwarding, queue management, customer management, remote telephony, and more to optimize call queues and service levels.
•Design and incorporate procedure manuals and reference materials to standardize customer handling or to use as guides for resolving complex inquiries.
•Leverage the use of intelligent call center analytics, reporting, and dashboards to measure key performance indicators (KPIs).
•Promote the use of employee communication tools to ensure team member collaboration, efficient call handling, and “one-call resolution”.
•Maintain knowledge of compliance responsibilities and applicable departmental requirements, incorporating these requirements into business processes and procedures.
•Perform periodic self-assessments including corrective action as needed, and assure appropriate training to associates regarding their responsibilities and procedures.
•Ensure compliance with all relevant laws and regulations, including documenting and resolving complaints, and resolving missing customer information as examples.
•Assess new account applications using IP activity monitoring, identity verification tools, and other resources to identify and address possible fraudulent activity from non-client applicants as well as a possible compromise of an existing client’s information.
•Willingly perform all other duties and projects as assigned.
POSITION PURPOSE AND OBJECTIVES: