This role provides leadership and day to day management of Deposit Operations, Cash Management, Online Banking, Customer Service Center and related activities. Responsible for direct oversight and overall management and optimization of the Bank’s automated delivery services (including: ATM, ACH, telephone banking, internet banking, bill payment services, mobile banking, mobile check capture and wire transfers). Responsible for all aspects of servicing deposit accounts, including Retirement Account processing and reporting. Professionally represents the Bank and directly interacts with Auditors, Regulators, Compliance and Security Officers. Responsible for maintenance, upgrade or implementation of products and services offered through the Deposit Operations Department. Responsible for management of the bank’s cash management and remote deposit capture services and works closely with Government Banking and Commercial Lending to continually grow this area. Provides oversight and leadership to the Customer Care Center staff. Takes a bank-wide lead role in fraud education, mitigation and investigation.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Responsible for the leadership and professional development of direct and indirect reports, providing guidance, leadership, and feedback to ensure employees are continuously developing their skills and meeting the objectives of their roles.
• Monitors customer service levels, assisting customer contact 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.
• Manages all delivery channels, including ATM, debit card, ACH, Phone Banking, Internet Banking, Bill Payment Services, Mobile Banking and Wire Transfers – providing technical assistance and vendor interface as needed. This responsibility includes system review, analysis, implementation, changes and maintenance. Responsible for ATM network interfaces, switch processing and assisting the accounting department with overall network financial settlement – including reconciliation of internal general ledger accounts.
• Through oversight of the 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.
• 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.
• Tracks and reports key statistical data on a periodic basis, and as requested as it relates to department activity in order to provide awareness and understanding to Bluestone leadership.
• 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.
• Actively participates in the Bank’s Information Technology Steering Committee in order to provide recommendations, updates and guidance on strategic discussions relative to technology objectives, strategic initiatives and delivery system enhancements.
• Participates in the Bank’s budget process and manages the department throughout the year within the resulting approved budget.
• Responsible for IRS reporting and end of year processing relating to deposit products, including IRA reporting.
• Responsible for research, response and processing relating to legal directives such as levies, summons, court orders, etc. As needed, works with legal counsel relating to account ownership/property issues as well as certain legal issues arising from time to time. Serves in the capacity of “Keeper of The Records” in providing legal attestations, guidance to the security officer, records retention manager, and may represent the bank in court.
• Ensures that deposit, EFT and alternative delivery products, services and associated procedures meet regulatory guidelines. Actively participates in the bank’s Compliance Committee meetings to ensure meaningful representation for all areas of responsibility.
• Responsible for overall management of dormancy/abandoned property processing and related problem resolution as needed.
• Maintains an active relationship with both the account executive and client success manager Bluestone’s core system provider. This includes proactive problem resolution, issue escalation, and evaluation of new products and services.
• 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.
• Works with Commercial and Retail management to provide delivery and support for specialized business products and services as needed. Works with senior leadership team to determine specialized pricing and underwriting considerations. In conjunction with direct reports, works with Branch Administration, managers and loan officers, to provide delivery and support for specialized business products as needed. Ensure cash management procedures effectively mitigate regulatory, credit, and security concerns.
• Relative to system conversions, merger conversions and major software migrations, responsible for managing activities impacting all areas related to deposit operations and alternative delivery services.
• 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 manages all operational, financial, reputation, regulatory, and all other risks within the department and functions directly or indirectly reporting to the executive.
• Maintains a strong industry knowledge by attending meetings, seminars and educational programs pertaining to all aspects of deposit operations, electronic banking, payment solutions and other job responsibilities. Stays abreast of regulatory and market changes.
• 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.

• Bachelor’s Degree in business, accounting, finance or a related field.
• At least ten years of progressively responsible experience in bank back-office operations functions and alternative delivery support, with at least three years of supervisory experience.
• 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.
• Advanced knowledge of data processing systems, MS Office applications and personal computers is required.
• Excellent verbal and written communication skills, customer relations and management skills, and sound decision-making skills are required.