• Digital Banking Manager

    ID
    2018-6988
    Job Locations
    US-NY-New York
    Category
    Digital Channels
  • Overview

    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.

    Responsibilities

    Major Responsibilities

    • Responsible for troubleshooting service complaints and coordinating with various bank departments in the identification and resolution of operational problems and elevating these problems, as necessary, to avoid repeated issues.
    • Interprets, applies and enforces company and departmental policies, guidelines and procedures across all operations activities.
    • Hires, trains, develops, motivates and coaches quality customer service personnel. Responsible for all performance related issues and to be handled according to bank procedures.
    • Ensures compliance with operational policies and procedures to minimize risk exposure. Monitors and audits policy exceptions related to risk management issues. Communicates with management regarding the control and management of risk within a specific team or the department.
    • Identifies situations impacting established quality service level standards to determine solutions in a timely manner. Keeps management informed if additional resources may be needed. Participates in internal and external meetings.
    • Resolves computer system or other technical problems in a timely manner.
    • Assist in further developing the skills of reporting employees.
    • Responsibilities include the following: 1) adhering to and complying with the applicable, federal and state laws, regulations and guidance, including those related to Anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.) 2) adhering to Bank policies and procedures, 3) completing required training, 4) identifying and reporting suspicious activity to the AML Officer, and 5) knowing and verifying the identity of any customer(s) that enters into a relationship with the Bank.

    Additional Requirements

    • Responsible for building and maintaining relationships across all departments, primarily the bank’s Online Banking Support team and their regional Preferred Banking and Relationship Management teams.
    • Thorough knowledge of operational policies, procedures and practices.
    • Excellent verbal and written communication skills.
    • Ability to react and respond to critical demands of the department, prioritizing and performing multiple tasks on a regular basis.

    Qualifications

    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.

     

    Physical Requirements: 

    • Vision must be sufficient to read data reports, manuals and computer screens.
    • Hearing must be sufficient to understand a conversation at a normal volume, including telephone calls and in person.
    • Speech must be coherent to clearly convey or exchange information, including the giving and receiving of assignments and/or directions.
    • Position involves sitting most of the time, but may involve walking or standing for brief periods of time.
    • Must be able to travel in a limited capacity.

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