AVP, Digital Banking Experience Manager

Lowell Five Bank•Tewksbury, MA

1d•$80,000 - $100,000•Onsite

About The Position

Lowell Five Bank, with nearly $1.8 billion in assets, over 200 employees, and 15 banking center locations, is seeking an AVP, Digital Banking Experience Manager. The bank plays a vital role in the economic vitality of the Merrimack Valley and Southern New Hampshire. Employees are encouraged to engage in community activities with the bank's support. Lowell Five is proud of its employee longevity and is committed to finding new talent. They offer career development, educational programs, and a comprehensive benefit package to support employees' personal and professional growth.

Requirements

Bachelor’s degree in business or finance, or equivalent experience strongly preferred.
4+ years’ experience in Digital Banking, Deposit Operations, and/or Retail Banking, including knowledge of ACH processing and electronic regulations.
Minimum of 2 years’ management experience and proven leadership capabilities.
Experience managing a digital banking solution, Q2 preferred.
Strong technical skills and working knowledge of computer programs and applications, including Microsoft Office Suite, Fiserv DNA, Salesforce (or related CRM), and Synergy strongly preferred.
Customer focus with the ability to build and maintain relationships.
Detail-oriented, analytical with the ability to provide solutions.
High degree of initiative, dependability, and ability to work independently.
Extremely organized, ability to multi-task, prioritize, and adapt to change while assimilating new information quickly.
Excellent written and verbal communication skills, including effective presentation skills.
Must be willing and able to report to Headquarters in Tewksbury five full days a week.

Nice To Haves

Experience managing a digital banking solution, Q2 preferred.
Strong technical skills and working knowledge of computer programs and applications, including Microsoft Office Suite, Fiserv DNA, Salesforce (or related CRM), and Synergy strongly preferred.

Responsibilities

Monitors digital banking platform for reliability and security, ensuring high-quality service levels; opens service cases and works with vendors to resolve issues.
Participates in the hands-on processing for ACH: utilizes fraud tools to mitigate any risk prior to funds going out of the Bank, responds to or delegates out to others when customers send secure messages for assistance, and conforms to a daily schedule to ensure timely delivery of files; reviews and takes action on all online account openings.
Reviews and completes all daily digital banking reporting and cross-checks to ensure accuracy; provides regular metric reporting on digital banking and other related responsibilities.
Maintains compliance with state/federal regulations (BSA/AML) and internal security policies; manages risk related to electronic banking, external transfers, and ACH origination.
Assists internal and external customers with complex and investigative digital platform issues.
Utilizes AI to assist with solutions, workflows, and other aspects of digital banking when appropriate.
Maintains, reviews and reports on other ancillary digital systems.
Implements, tests, and enhances new online banking services and product updates to boost customer adoption rates; provides digital banking solution suggestions to improve customer experience.
Researches and makes recommendations to senior management on ways to increase digital banking usage, products, and services.
Maintains effective communication and information sharing across departments, including training for new and existing digital products; identifies opportunities to implement digital banking enhancements where appropriate.
Maintains a strong working knowledge of Bank products and services, as well as industry trends and developments that may impact digital banking or customer needs.
Creates and fosters an inclusive team environment; promotes the Bank through community activities and professional organizations.
Supervises, trains, and mentors the Digital Banking team.
Prepares and delivers performance evaluations, makes compensation recommendations, and aids with goal setting to develop team members.
Resolves routine personnel problems.
Collaborates with Human Resources with respect to hiring decisions as necessary.