Digital Banking Manager - First Century Bank

Digital Banking/Customer Support Manager - First Century Bank

First Century Bank is looking for a full time Digital Customer Support Manager to join its team at its Commerce, Georgia location. This individual will be responsible for leading First Century's Customer Support Teams to provide outstanding support to all of its client groups. This individual will coordinate with cross functional teams to ensure appropriate resource allocation and ensuring consistency in providing high quality support. This individual will be a player/coach demonstrating hands-on service to clients and setting the example for teamwork throughout the organization. Documentation of procedures, and ensuring consistency in operations will be paramount. Further, this individual would be responsible for creating measurement tools to ensure the organization provides high level support.

Planning/Strategic (50%):

1. Working with Department heads to understand service needs, and various products offered throughout the bank.
2. Working with business development team and implementation teams to ensure that the client service staff is properly trained for any new client business which the teams will begin to support.
3. Ensure all procedures are documented and consistently implemented throughout the department.
4. Ensure that cross training is consistently assessed and completed to handle workflow fluctuations.
5. Work closely with clients and peers to understand and anticipate needs.
6. Solve complex problems, and escalated issues and proactively provide mitigation for future problems
7. Lead by example: demonstrating a hands on approach to solving problems, becoming a system expert, process expert, and resource for those within the department and throughout the organization.
8. Demonstrate servant leadership, by focusing on the development of all team members and meeting these team members where they are so that they can grow with outstanding performance.
9. Educating team members and clients about best practices in addition to emerging bank technology and digital solutions all designed to make banking easier.

Escalation and delivery of direct client support (50%):

1. Fully knows and is capable of training staff in features, advantages, and benefits of all banking digital products and recommending appropriate product or services available for customer needs. Performs all tasks within the department, leading by example and demonstrating thorough knowledge for escalations. Tasks performed within the department include, but are not limited to: opening and closing accounts, ensuring access to debit cards, online banking (mobile and web based), cash management, assistance with wires and ACH.
2. Demonstrates "relationship banking" with each customer providing high quality service and demonstrate that banking staff is a source of expertise. Strives to retain and improve business relations by responding quickly and courteously to inquiries about products and needed problem resolution.
3. Works in partnership with the Branch Manager to ensure back up knowledge and expertise between Cash and Digital banking support.
4. Ensures timely completion of necessary reports and compliance to bank policies and procedures. Adheres to security guidelines and policies.

Other:

1. Performs such other duties as may be assigned or which inherently or logically belong with the position.
2. Exemplify FCB's values while carrying out its mission and organizational goals and priorities.

Qualified candidates should possess a Bachelor's Degree; and eight or more years of related experience and/or training; or equivalent combination of education and experience. Individuals must have at least five years of management experience and must be able to demonstrate technical expertise in using, teaching and learning new digital programs. Must be able to readily adjust between tactical and strategic tasks as needed. Must be flexible with ability to adapt to change and competing priorities and build relationships cross departmentally. Exceptional written and verbal communication experience is required. Individual would be expected to travel 1-2 weeks per quarter and work from the Commerce Branch for the remainder.

First Century Bank is an equal opportunity employer. It is the Company's policy to provide equal employment opportunity to all qualified persons without regard to race, color, sex, religious creed or religious beliefs, age, national origin, physical or mental disability, pregnancy, military or veteran's status, marital status, sexual orientation, or any other category protected by state or federal law.