What are the responsibilities and job description for the DIGITAL BANKING TEAM LEAD position at Careers at Stock Yards Bank & Trust Co.?
As a Team Lead within the Electronic Banking Services Department, your day will be filled with opportunities to motivate, coach, and lead a team of digital banking specialists to successfully serve our customers via the workflows, phone, or through email. The successful individual in this role will bring an energy and enthusiasm for providing quality service as they promote a fun work environment for the team.
Responsibilities
Daily responsibilities include, but are not limited to, the following:
- Monitor and assist with daily workflow and provide feedback to the team
- Handle escalated issues as required and set the example for the team on appropriate handling of all customer issues
- Assist manager in coaching digital banking team members as they respond to customer requests via the phone or via email to ensure a quality experience for our customers
- Assist in training activities for new hires and existing team members
- Assist with departmental projects as needed
- Work with all team members and management to ensure department procedures and job aids are up-to-date
- Complete/assist with departmental metric reports
- Problem solving with customer issues and/or service issues – online banking, bill pay, mobile deposit, new services
- Other job duties as assigned
Job Requirements
The successful candidate will have the following qualifications:
- High School Diploma or GED equivalent
-
1-2 years banking experience
1-2 years digital banking experience - Technical aptitude with ability to troubleshoot and assist customers in solving technical issues
- Ability to recognize and recommend improvements to digital banking process and support
- Excellent communication skills, both verbal and written
- Professional appearance and demeanor
- PC proficient, with exposure/ experience to Excel, Word, and Outlook.
Supervisory Responsibility
- Key responsibilities include guiding the team, resolving customer issues related to digital services, managing day-to-day operations, ensuring operational efficiency, coordinating with other departments, and maintaining a positive work environment
Benefits
- 401(k) with a company match of up to 6%
- ESOP employer match
- Medical insurance
- Dental insurance
- Vision insurance
- Cancer / Disease insurance
- Accident insurance
- Flexible Spending Accounts
- Health Savings Accounts
- Bank paid Life / AD& D insurance
- Voluntary Life / AD&D insurance
- Bank paid Short-Term and Long-Term Disability insurance
- Employee Stock Purchase Plan
- Employee Assistance Program
Physical Requirements
The physical demands described here are representative of those that must be met by an employee in order 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 sitting the majority of the time with limited walking and standing. All work occurs indoors and within regular working hours. The noise level in the work environment is usually moderate. Must be able to sit for extended periods of time using a telephone headset.
