Centralized Services Manager

Sunwest Bank•Meridian, ID

21h

About The Position

The Centralized Services Manager is responsible for the supervision of the Centralized Services Department, which provides a full range of professional, technical, and general support to Sunwest Bank deposit clients. The team supports the sales team in onboarding new account relationships and servicing existing account relationships, ensuring service level standards are met or exceeded. The incumbent oversees the efficient operation of department, ensuring operational integrity, efficient department processes, proper setup of bank accounts and services, managing service standards and security and safety in accordance with the Bank's objectives. Ensures team members provide superior customer service to both internal and external customers through coaching, guidance, and team leadership.

Requirements

Seven (7) years of banking experience including accounting and customer service/support experience required.
3-5 years managing Treasury Operations or HOA/Property Management Operations.
Experience in researching and resolving complex problems.
Strong verbal and written communications ability
Operate 10-key calculator by touch
Understanding of Windows-based personal computers
Understanding of Word and Excel

Responsibilities

Oversees all activities of the Centralized Services Department, including ensuring new client relationships are onboarded successfully and ongoing servicing of accounts happens in accordance with bank standards.
Performs department tasks as needed when Specialists are unavailable.
Supervises, evaluates, and coordinates the activities of department team members, such as: hiring, firing, training, coaching, performance management and evaluation, disciplinary action, handling grievances, etc.
Evaluates risk and makes business decisions adhering to legal/regulatory and policy requirements.
Develops and implements policies and procedures as necessary for compliance or strategic purposes.
Resolves complex problems while maintaining risk mitigation practices.
Maintains an intricate working knowledge of products and services offered by the Bank (Cash Management/Treasury Products, Deposit Products and Services, and Account Analysis systems).
Maintains an intricate working knowledge of the needs of niche clients such as property management, healthcare, attorneys, title and escrow, etc. as well as the special requirements for their deposit accounts and reporting (as applicable).
Ensures the timely and accurate performance of critical deposit account servicing activities such as: file maintenance review, 1031 account interest splits, IOLTA and CTA reporting, annual year-end reporting, inactive and dormant account monitoring, and the escheatment of abandoned property in accordance with the rules of each state.
Maintains expert knowledge of BSA/AML and OFAC policies and procedures and identifies and escalates unusual activity as needed.
Maintains expert knowledge of fraud and cyber threats and ensures all team members are aware of red flags to watch for and proper procedures required to protect clients and the bank from being victimized.
Supports the Sales Officers in their efforts to meet complex client needs.
Establishes and manages Service Level Agreements ensuring requests are processed timely and accurately, delivering exemplary service and ensuring client satisfaction and retention.
Handles client requests and complaints with prompt, professional, and courteous attention. Identifies root causes of errors and escalates issues as appropriate.
Achieves individual objectives and goals and contributes to the accomplishment of those established for the department and bank:
Ensures department milestones are met while adhering to approved budgets.
Identifies and Implements improvements optimizing performance, security, and efficiency.
Takes corrective actions as necessary when objectives are not being attained.
Informs the appropriate Bank Operations management team members of existing and potential problem areas in a timely manner.
Participates in projects with Sales, IT, and other Operations leaders to development solutions to meet client needs.
Ensures clear communication and understanding among all Operations team members of unique setup and requirements of each client.
Coordinates with Bank vendors when needed to resolve client inquiries.
Educates clients on account services and capabilities.
Troubleshoots systems issues for resolution. Liaise and advocate on behalf of the client and ensure a continuation of care when additional internal expert involvement is needed.
Demonstrates high degree of professionalism in communication, attitude and teamwork with customers, peers and management.
Demonstrates high level of quality work, attendance and appearance.
Adheres to all Company Policies & Procedures and Safety Regulations.
Adheres to local, state and federal laws.
Understands and complies with all company rules and regulations.
Attends training and maintains a basic knowledge of procedures to ensure compliance with laws and regulations governing financial institutions, as they apply to your position and job responsibilities, with an emphasis on the BSA/AML/CIP, OFAC, Regulation E, Regulation CC, Information Security, Bank Protection Act, FACTA-Identity Theft, Information Technology and GLBA.
Additional duties as assigned related to the position.