Electronic Banking Team Lead

Electronic Banking Lead

This position serves as the lead department expert by performing all tasks associated with Electronic Banking products and services, including, but not limited to ATM/Debit cards, Small Business and Consumer Online Banking, Bill Payment, Mobile Banking Zelle and P2P. Supports and guides staff in the managing of the daily workflow. Acts as a subject matter expert for all customer facing inquiries. Identifies and troubleshoots system trends and engages with vendors, staff and customers to resolve issues. Provides high level of expert service surrounding all eBanking channels.

• Processes Internet Banking maintenance, Card maintenance, Mobile Deposit maintenance and Bill Pay maintenance requests submitted via eBanking Salesforce site. Oversees this workflow within the department and ensures work is completed by staff in a timely and accurate manner.
• Ensures customer service expectations are met as outlined in established SLAs. Compiles and evaluates SLA performance and reports back to Assistant Manager for confirmation or improvement suggestions.
• Reviews various online banking reports for potential clean-up and monitoring. Works with Branches and Call Centers as needed.
• Prepares monthly statistical reporting for various electronic banking products when requested.
• Assist in the development and maintenance of department procedures.
• Keeps abreast of regulations regarding banking products/services sold. Ensures customers are provided with quality service for all products delivered via all electronic channels (Internet banking, Bill Pay, Mobile Banking, ATM/debit card delivery channels)
• Assists with special projects/acquisitions/mergers.
• Serves as a point of escalation and guidance in the more difficult phases of peer's work, referring them to the Assistant Manager when needed.
• Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one's duties.

Education:

• High School Diploma or equivalent
• Associates degree preferred

Experience:

• Minimum 3-5 years of banking experience

Skills & Knowledge:

• Exemplary customer service skills
• Excellent written and oral communication skills
• Strong problem solving and organizational skills
• Ability to work in an environment where deadlines require timely and accurate processing
• Demonstrated ability to work independently while supporting cooperation with peers
• Proficient computer skills including Microsoft Office (Outlook, Word & Excel)
• Strong knowledge of Regulation E, NACHA rules, OFAC, BSA, AML and CIP

Beacon Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or would like to request alternative methods of applying, please contact us at View email address on click.appcast.io.