First Columbia Bank & Trust Co., a strong, independent community bank with over $900 million in assets and 195 employees headquartered in Bloomsburg PA, seeks full-time Vice President, Digital Banking & Customer Support Manager in our e-Banking department at our Bloomsburg (Lightstreet), PA office.
This position reports to the EVP & Chief Financial Officer. The ideal candidate will have a working knowledge of business and management principles involved in providing outstanding customer support related to the banking industry.
Position Summary: The Digital Banking & Customer Support Manager identifies, analyzes, administers, and supports all electronic banking products and functions, including but not limited to, online branch, online banking, business online banking, telephone banking, mobile banking, bill payment services, and ACH origination provided to both established customers and targeted prospective customers.
Primary responsibilities include, but are not limited to:
Establishes, edits, and reviews policies and procedures and internal controls related to e-Banking department through close coordination with management and operations.
Works with the appropriate resources to resolve issues and concerns for e-Banking functions.
Serves as primary audit contact for e-Banking services.
Establishes parameters for use with consumer e-Banking services and specific commercial e-Banking customers.
Oversees e-Banking product and customer annual review processes for all applicable e-Banking relationships and services.
Assists, as required, in sales and marketing of all e-Banking services.
Provides escalated customer service for e-Banking customers.
Reviews monitoring reports taking actions as appropriate.
Manages system upgrades.
Communicates system changes and upgrades to both associates and customers.
Ensures appropriate training of all associates and customers on e-Banking products.
Continuously assesses customer needs and recommends effective, compliant strategies.
Responsible for managing the e-Banking & Customer Support department in order to provide efficient, accurate, and thorough support services.
Measures effectiveness and performance of the systems and personnel.
Develops resources, as appropriate, to improve efficiency and productivity.
Assists in the development of the annual budget and adheres to budget parameters.
Actively participates in the community in a manner that reflects favorably on the Bank.
Cooperates with, participates in, and promotes the adherence to all internal policies, procedures, and practices in support of risk management and overall safety, soundness, and compliance with all regulatory requirements. This includes annual Bank Secrecy Act (BSA), Community Reinvestment Act (CRA), and Equal Credit Opportunity Act training and complying with all BSA rules and regulations as they pertain to the job position within the Bank.
The selected candidate will have a combination of a Bachelor's degree in Business Administration, Forensic Accounting or other related field, with an emphasis in Technology and/or Management coursework and/or a minimum of eight (8) years’ experience in financial, banking, customer service or other related position. Previous supervisory experience and/or training is required. In addition, the selected candidate must have the following skills:
Demonstrated management and supervisory skills, including ability to patiently train staff and customers on bank technology and understand staff strengths and motivations, utilizing them to inspire a cohesive, well-functioning team.
Knowledge of digital banking operations and technology, along with proficiency in problem solving and analytical skills, and the ability to prioritize multiple urgent issues.
Aptitude to embrace software changes and new features offered in the digital arena.
Capacity to extrapolate policy and procedures to apply to new circumstances.
Dedication to find solutions or alternatives for customers who need assistance.
We provide a competitive compensation and excellent benefit package including 401(k) with company match, paid holidays and vacation.
Equal Opportunity Employer of women, minorities, protected veterans, and individuals with disabilities.
About First Columbia Bank & Trust Co.
First Columbia Bank & Trust Co., a strong, independent full-service community bank with over $900 million in assets and 195 employees headquartered in Bloomsburg PA, with 13 branch locations serving Columbia, Montour and Northumberland counties.