The AVP, Deposit Operations Assistant Manager is responsible for administering and supporting all Deposit Operations, Digital Banking, and Cash Management products and services offered by the bank. This includes, but is not limited to, merchant remote deposit, online ACH and Wire origination services, and Online Account opening. This position will also have direct supervision of the Customer Care Center Manager. The Assistant Manager will also be responsible for maintenance, upgrade, or implementation of products and services offered through the Deposit Operations department, all aspects of servicing deposit accounts and related services, including management report preparation, responding to auditors, and assuring quality support to bank staff and customers through continued staff training. This role will develop and oversee department workflow to ensure efficient and accurate servicing of all deposit products and related services and will perform more complex tasks related to deposit operations.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Monitors customer service levels, assisting Customer Care staff to ensure customers are supported and problems are resolved. Solves problems internally and externally, as needed upon escalation of issues. Maintains a positive image for Bluestone while ensuring efficient and effective departmental operations. Establishes/modifies policies and procedures to ensure efficient and productive operations, training staff as necessary.
Provides guidance and leadership to the Customer Care Center Manager ensuring that telephone customer service is provided efficiently, correctly, in accordance with service standards and in accordance with all applicable fraud prevention and compliance requirements.
Through oversight of the Deposit Operations department, responsible for ensuring all aspects of department activities are processed timely, accurately, in accordance with applicable regulations, efficiently, and with an eye toward identifying fraud. These activities include EFT/deposit and alternative delivery channels including ATM/debit card production/repair, CIS/householding, internet banking, bill payment, mobile banking, telephone banking, mobile deposit and, ACH origination and receipt, wire transfers, and retirement accounts. Responsible for all areas of item processing, overdraft processing, and exception processing relating to check and electronic payment transactions and cash letter research. In addition, responsible for ongoing certificate of deposit maturity processing, interest rate maintenance.
Serves as a knowledge resource for the IT department, providing bank-wide administration for user access and entitlements in the FIS IBS core and related applications and other related activities.
Responsible for IRS reporting and end of year processing relating to deposit products, including IRA reporting.
Responsible for overall management of dormancy/abandoned property processing and related problem resolution as needed.
Maintains a deep understanding of our products and core processing system ensuring that our core system parameters are properly maintained. This includes the maintenance of interest rates/plans/account types, etc. as needed.
Assumes a leadership role in working with the Bank's security officer in investigation, research, records production, and account maintenance associated with fraud related issues.
Identifies and assists in management of all operational, financial, reputation, regulatory, and all other risks within the department.
Works closely with the bank's core processer to understand system capabilities and to address ongoing issues and problems as needed by contacting the appropriate support area, following up on outstanding issues, bringing unresolved issues to the attention of management, while maintaining responsibility for seeing issues through to resolution.
Supports the Deposit Operations Officer with implementation of new products and services, including testing, risk assessment, and rollout. Assists bank staff with understanding and using them.
Assists the Deposit Operations Officer with the bank's legal summonses and subpoenas. Performs the research needed to produce the records requested. Coordinates research activities with the attorney who has made the request, when a large amount of research is required.
In conjunction with the Deposit Operations Officer, develops and maintains the department's business continuity plan and all testing activities.
Prepares the IOLTA remittance on a quarterly basis to Mass. IOLTA Committee. Sets up new IOTLA accounts in Account Analysis System.
Works closely with Retail Banking and Customer Care Center to assist with overall branch processing and problem resolution. Keeps Retail and Customer Care staff informed of core system related issues and changes as needed.
Provides back-up support to the department, branches, other departments, and examiners in the absence of the Deposit Operations Officer.
Writes department procedures, completing updates and modifications as needed.
Maintains a thorough understanding of the FIS deposit operations systems; including IBS Insight, Sales Management, CMSe, CeB, BeB, Mobile Banking, Zelle, FCM and Image Centre. Instructs new users in these applications.
Attends meeting, seminars and educational programs pertaining to all aspects of deposit operations and other job responsibilities.
Provides prompt and courteous service to both internal and external customers.
Assists with ongoing audit requests.
Assumes additional project assignments and other responsibilities as Bank needs are identified.
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and talk or hear, reach with hands and arms; and stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and the ability to adjust focus.
Affirmative Action/EEO Statement
An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
Requirements:
Associate's Degree in Business Management, Accounting, or a related field preferred. High School Diploma required.
Five or more years of progressively responsible bank Deposit Operations or Retail Banking leadership experience, including strong working knowledge of business deposit products, cash management services, merchant remote deposit services, ACH and wire services, data processing and other related services. Bank Deposit Operations experience is strongly preferred. Customer Care or Call Center experience is also preferred, but not required.
Two or more years of progressively responsible experience managing and leading others.
Extensive experience with legal issues associated with deposit account and operations functions is required. Thorough knowledge of bank products, policies and procedures, inclusive of specialized commercial services such as cash management services, merchant capture and ACH origination.
Experience in managing a core system and other outsourced service vendors with respect to assigned areas of responsibility.
Extensive experience with respect to all aspects of payment services, item processing, statement rendering, etc.
Experience and thorough knowledge of logical access controls, particularly with respect to Core Service entitlements.
Demonstrated ability to solve problems effectively.
Proven effective oral and written skills. Excellent verbal communication, technical writing skills, and presentation skills with an ability to effectively interact with and convey information to people who possess varying levels of understanding on applicable topics.
Proficient word processing and spreadsheet skills that include Microsoft Office (Excel, PowerPoint, Word, and Outlook), online meeting and remote access software, and the ability to learn other software applications.
Excellent verbal and written communication skills, customer relations and management skills, and sound decision-making skills are required.
