Unit Supervisor

Maintain the Operational and Supervisory functions for all Cash Management and Consumer e-Banking products/services and E-Services department. Position will include quality control of all customer set-ups, maintenance and closings. Will research and deploy new products for Cash Management, Consumer On-Line & Commercial Banking as well as Audit preparation, data tracking, SLA’s, Monitoring and implementation of departmental policies and procedures.

Management of Electronic Banking services and daily functions such as inbound/outbound calls, modifications and approvals of wires via E-Corp channel, client communications and assign and Supervise SLAs are assigned and worked on accordingly within expected completion date.

20%

Monitor and Review of all E-Services and Cash Management product request for Implementation, maintenance and closing.

15%

Supervise all E-Banking personnel, respective and tickets correspondence and ensure client request are handled and resolved in a timely manner.

15%

Develop and maintain departmental policies and procedures.

5%

Manage and update production tracking and department efficiency information such as KPIs and SLAs.

5%

Work with internal and external auditors on reviewing, testing and ensuring compliance with all E-Services products rules and regulations and internal policy and procedures are met. These include ACH, Mobile Banking, Commercial and Retail Internet Banking products, Wires, Lockbox and ACH services.

5%

Provide assistance to internal and external customers to resolve any Wires, Positive Pay, Debit Cards and ACH questions or issues.

5%

Manage all ACH applications for completeness and accuracy in accordance with internal policy and procedures.

2%

Manage and track daily and/or transaction over limits. Submit request to servicing officer for decision for approval or decline.

2%

Manages trainings on all Electronic banking products internal and external.

5%

Maintain strong knowledge of NACHA Rules and Regulations.

2%

Responsible for all Electronic Banking Business Continuity testing for E-Services department.

2%

Partners with business unit managers to fully understand the strategic direction and needs of the unit as well as the current processes in order to identify, recommend, and develop process improvements.

5%

Leads the effort to design and implement innovative and creative solutions based on business needs resulting in improved efficiencies.

5%

Coach peers when changes to products and/or services are updated and as necessary.

5%

Anticipate escalation and take over calls when needed.

1%

Monitor system maintenance, purge requirements and upgrades for Electronic Banking Services.

1%

• Back-up E-Services with daily tasks.
• Work in conjunction with I.T and Operations areas on Debit Card fraud mitigation strategies.
• On-Site and remote customer training on ACH, Lockbox, Merchant Capture systems and related hardware Positive Pay and all other Cash management platforms
• Support of mobile banking applications for retail and commercial clients
• Research request for Branch and Corporate Banking Bankers.
• Monitor and track open incidents/issues with vendors
• Handle third-party vendor troubleshooting tickets i.e. Lockbox, Bill Matrix
• Knowledge of Navigator (Core processing system), Access Manager, ACH Manager, Bill Matrix, Lock Box, Positive Pay, WireXChange.
• Ability to effectively present information and respond to questions from directors, managers, clients (both internal and external) and the general public. Excellent verbal and written communication skills.
• Is consistently at work and on time;
  Ensures work responsibilities are covered when absent.
• Takes responsibility for own actions;
  Commits to long hours of work when necessary to reach goals.
• Displays original thinking and creativity;
  Generates suggestions for improving work.
• Treats others with respect and consideration regardless of their status or position.
• Demonstrates accuracy and thoroughness
• Demonstrates professional, business office environment in manner and dress.
• Demonstrates excellent human relations skills with customers and bank associates. Works well with other and is Team Player.

A BS degree in a banking service-related field, or at least 5 years of experience in a similar job is required or at least an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job is required.

Each associate is responsible for compliance with all applicable regulatory requirements affecting the banking industry as well as applicable First Bank Florida programs, policies and procedures. When an associate has supervisory responsibilities, he or she will make certain that their staff understands their responsibilities to comply with applicable regulatory issues and internal programs, policies and procedures.

• This position has direct supervisory responsibilities

The work environment characteristics described here are…