The Digital Banking team is the one-stop-shop for all technology needs for First Republic Banks’s internal and external clients. The manager of this team is tasked with mastering all Cash Management platforms – Personal Online Banking, Corporate Online Banking, Mobile Banking, Remote Deposit Capture, Lockbox, and Automated Clearing House.
The Digital Banking Manager is primarily responsible for monitoring the workflow, call volumes and client trainings for the Digital Banking Interns/Associates. The manager must ensure all requests are managed properly and in a timely manner by the team. In the course of this workflow, the manager will serve as the regional point of escalation for all client issues as reported by the Digital Banking Team, as well as any issues escalated by the regional sales force. Ultimately the primary focus on ensuring that First Republic’s standard of exceptional customer service is be delivered by the team.
Operationally, the manager is tasked with ensuring that the team has sufficient support when people are out of the office. Additionally, the manager must maintain records of workflow and team metrics in order to provide reporting on their team’s activities on a periodic basis. Other tasks will include: managing any issues that may arise between team members and other departments in the bank, conducting weekly meetings with the team to discuss issues and maintain cohesion, performing mid-year and annual performance reviews, and identifying and obtaining required training for team members as needed to support clients.
Skills, Knowledge and Abilities:
Requirements include: Typically requires 2 years banking as well as customer service or equivalent experience. High level escalated call resolution experience. Strong customer service background required. Excellent written and verbal communication skills and detail oriented. Must be able to work independently, efficiently, and possess good organization and prioritization skills. Ability to handle multiple tasks within strict time constraints. Possess strong interpersonal skills and maintain composure while dealing with difficult customers.