Digital Channels Team Lead

The Digital Banking Team Lead oversees and leads the Digital Banking team, ensuring the effective and efficient execution of all electronic banking activities. This role is essential in managing key functions such as debit card operations, transaction dispute resolution, online and mobile banking, ATM management, and ACH management. The Supervisor is responsible for coordinating and guiding the team to maintain high service delivery standards, ensuring that all digital banking services operate smoothly, securely, and fully comply with regulatory requirements and the Bank's policies and procedures.

Moreover, the Team Lead is entrusted with the significant task of driving process improvements to enhance the efficiency and effectiveness of digital banking services. This role offers the opportunity for the exercise of significant discretion and independent judgment, particularly in making decisions that substantially impact the Bank's operations and strategic goals. Responsibilities include resolving complex issues, handling escalations, and driving team performance. The Supervisor's leadership is vital in fostering a collaborative work environment and ensuring alignment with the Bank's objectives and regulatory obligations.

Principal Duties & Responsibilities:

Provides full client support (internal/external) for all issues/products under the responsibility of the Digital Banking department. Department has a set of primary duties that need to be completed within established SLA's while adhering to policies and procedures.
• Lead the Digital Banking team that provides all areas of the Bank with the support and assistance for the following products/processes (and all associated functions therein): debit cards, online banking, mobile banking, transaction disputes, ATMs, and ACH management support.
• Ensure the highest level of customer service is provided to all areas of the Bank through proper staffing, developing, motivating, managing, evaluating, and directing the Digital Banking Department.
• Ensure service level commitments are met in accordance with agreements, including response time and accuracy.
• Guide, support, and supervise personnel to ensure an effective, proactive, and team-driven environment.
• Promote and enhance the development of all teammates including one's self, through continued education and training in order to efficiently assist all departments. Ensure staff identifies and recommends training opportunities corporate wide to limit errors and reduce negative customer impact.
• Oversee procedures and workflow to ensure effective utilization of staff.
• Provides prompt, efficient and courteous service to members and front-line staff via phone/via email in order to present a friendly and professional image of the bank.
• Assists staff with the handling of more complex Digital Banking issues and inquiries relating to all aspects of online and mobile banking, including P2P, Online Wires, Bill Pay, Debit Cards, etc.
• Involvement in day to day tasks and escalation requests as needed.
• Manage vendor cases to ensure follow-up and timely response.
• Review all daily vendor communication to stay informed on upcoming changes/releases or impact to systems.
• Escalate to Management and IT to communicate with front line staff any known issues or disruptions to system availability.
• Provides daily work direction; assigns work duties and schedules; ensures effective staff utilization and operational efficiencies.
• Reviews and approves timecards.
• Corrects discrepancies and monitors reporting.
• Provides coaching to direct reports for quality improvement.
• Supervises training of new hires and ongoing training of existing staff.
• Provides manager with recommendations on staff performance and corrective action as well as work processes and operational efficiencies.
• Ensures direct reports adhere to compliance, policy and procedural matters.
  

• 5-7 years of experience in Online Banking/Electronic Banking, Debit Cards, ACH, or related experience in the Financial Service Industry.
• 2-4 years of management/supervisory experience in a customer service/administrative environment, preferably in a bank environment.
• Strong management, team building, coaching and mentoring skills.
• Excellent verbal and written communication skills including diplomacy and tact.
• Good analytical and problem solving skills.
• Ability to make independent decisions.
• Proficient in Microsoft Word and Excel.
• Ability to sustain high level of confidentiality.
• Ability to follow oral and written instructions.
• Ability to multi-task and coordinate on-going projects/tasks and to function efficiently in a high volume, fast paced deadline oriented environment.
  

• Bachelor's Degree in Business Administration or related field.

• Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
• Please view Equal Employment Opportunity Posters provided by OFCCP here.
• 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. 41 CFR 60-1.35(c)
• Reasonable accommodation may be made to assist individuals with disabilities to complete the online application process. Please contact our Human Resources Department at 305-577-7680 or by e-mail at employment@citynational.com.