Republic Bank and Trust Company
POSITION PURPOSE AND OBJECTIVES:
The Digital Banking Supervisor is responsible for the supervision of a team of Digital Banking Specialists, as well as, the daily product and service operations this team performs. The Digital Bank Supervisor ensures the highest quality of service is delivered to both internal and external clients, while also ensuring company and departmental policies and procedures are adhered to by the team. This position interacts with all levels of management, and is called on to share feedback on the performance of digital products and services, and offer and implement solutions for process improvements.
•High School diploma or equivalent required; college degree or equivalent experience preferred.
•Minimum 2 years’ experience in a customer-service role required.
•Possess an in-depth knowledge of traditional and online/mobile banking products and procedures.
•Possess strong computer skills and technical aptitude.
•Experience working in a call center environment and/or utilizing “live chat” technology required.
•Vendor Management experience preferred.
ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:
•Responsible for the direct supervision of Digital Banking Specialists, including the hiring, training, development, and management of all specialists for Memory Bank.
•Act as a primary participant in the creation and implementation of Internet and Mobile banking tools with all associated departments and vendors for Memory Bank. Includes, but not limited to, the Internet and Mobile banking platform, online account opening, bill pay, mobile deposit, funds transfer, fraud monitoring, etc.
•Document customer complaints or other related customer issues, ensuring compliance with internal processes, procedures, and regulatory guidelines.
•Work directly with third-party vendor partners and other company departments to resolve reported client issues with all products and services offered through the digital channel.
•Assess new account applications and all existing transaction types using existing or new fraud tools to address possible fraudulent activity from non-client applicants, as well as, the possible compromise of an existing client’s information.
•Ensure new account, online/mobile banking, and bill pay applications are processed efficiently and in a timely manner.
•Monitor the development of the specialists to ensure achievement of personal performance goals, and adherence to quality assurance guidelines and scheduling.
•Deliver components of new associate training and job-specific training courses as needed.
•Participate and contribute towards digital banking strategic planning and management meetings.
•Communicate changes, issues and enhancements to specialists in a timely manner.
•Assist clients and other associates through Live Chat, direct calls, or call transfers.
•Assist clients with basic computer/device support verbally or through screen share technology.
•Prepare periodic reports for management in order to provide statistics on strategic initiatives.
•Maintain knowledge of computer systems, software and equipment necessary to benefit Memory Bank productivity.
•Willingly performs all other duties and projects as assigned.
INTERPERSONAL SKILLS AND COMPETENCIES REQUIRED:
•Must be self-motivated and also work well in a team environment.
•Requires a high energy level and strong sense of urgency.
•Excellent verbal and written communication skills for effective interactions with clients, associates, and management to meet needs and resolve complaints.
•Must possess superior decision making skills in offering a variety of solutions to customer inquiries.
•Exhibit a high level of professionalism and lead the team by example.
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this position, the associate is regularly required to sit, use hands to finger, handle, or feel; and talk or hear. The associate frequently is required to stand or walk. The associate is occasionally required to reach with hands and arms. The associate must occasionally lift and/or move 10 pounds. Specific vision abilities required by this position include close vision, and distance vision. The noise level in the work environment is usually moderate.
•Digital Banking Specialist I, II, III & IV
Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training associates; planning assigning and directing work; appraising performance, rewarding and disciplining associates; addressing complaints and resolving problems.
•Travel between Republic Banking facilities may be required.
•Flexible work schedule that will include some evenings, weekends and overtime work.
•Stay abreast of new developments, best practices, and statutory and regulatory changes.
•Occasional out-of-town travel is required.
**The above is intended to describe the general content of and requirements for the performance of this position. It is not construed as an exhaustive statement of duties, responsibilities or requirements.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
Republic Bank knows it takes more than a competitive salary to fulfill associates’ needs. We also know that job satisfaction is about more than just the salary, which is why we offer a competitive benefit package for full and part-time associates.
Insurance plans that include: Health, Vision and Dental
Life Insurance & Long- and Short-term Disability Insurance
Flexible Medical and Dependent Care Spending Accounts
Health Savings Account
401(k) Plan with company match
Paid Time Off/Holidays
Tuition Reimbursement – Undergraduate and Graduate programs
Gym/Fitness Club Benefits
Associate Banking Services
Parking reimbursement for those associates who work at Republic Corporate Center or Republic Plaza
Employee Assistance Program(EAP)
Employee Referral Bonus Program
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