Director, Deposit Servicing

Upgrade • Phoenix, AZ

60d • Onsite

About The Position

The Director of Deposit Servicing is responsible for leading the day-to-day operations of the bank’s deposit servicing functions in a fast-paced startup work environment. Day-to-day focus will be contact center operations, customer experience, and back-office servicing teams. This leader will ensure operational excellence, regulatory compliance, and an industry-leading customer experience across all deposit servicing channels. This position requires a strategic thinker with proven experience leading large-scale service organizations, implementing continuous improvement initiatives, and driving a customer-first culture.

Requirements

• Bachelor’s degree in Business, Finance, Operations Management, or related field (Master’s preferred).
• 10+ years of experience in banking or financial services operations, with at least 5 years leading deposit servicing, online banking operations, and/or contact center teams.
• Proven track record of improving operational KPIs such as CSAT, FCR, Quality Assurance, and SLA adherence.
• Strong understanding of online deposit products (ACH push/pull, DDA, savings, CDs, money market, wires, etc.) and related servicing functions.
• Deep knowledge of banking regulations affecting deposit servicing operations.
• Demonstrated ability to develop leaders and build high-performing, customer-focused teams.
• Experience managing large teams (100+ employees) across multiple locations or channels.

Nice To Haves

• Experience in a digital-first or fintech banking environment.
• Expertise in workforce management systems (Genesys), CRM platforms, and service analytics tools.
• Six Sigma or another process improvement certification.
• Experience managing both inbound and outbound contact center environments.
• Proficiency with data visualization and reporting tools (Tableau, etc.).
• Comprehensive knowledge of cash advance services, personal credit lines, and secured financial products

Responsibilities

• Operational Leadership: Oversee all aspects of deposit servicing operations, with a strong focus on contact center performance, call responsiveness, and customer satisfaction (CSAT).
• Performance Management: Ensure supervisors and managers have the necessary tools, training, and data to meet or exceed service level agreements (SLAs) and key performance indicators (KPIs).
• Reporting & Analytics: Design, implement, and optimize reporting systems to monitor call center metrics in real-time and historically; leverage insights to inform staffing, quality, and process improvements.
• Customer Experience: Lead initiatives to reduce complaints and improve first contact resolution through coaching and empowerment of frontline teams.
• Resource & Workforce Planning: Drive precise scheduling, forecasting, and resource allocation to balance service levels and operational efficiency.
• Employee Engagement: Foster a high-performance, inclusive culture focused on engagement, professional development, and career growth.
• Continuous Improvement: Identify and execute process enhancements to increase efficiency, reduce errors, and improve the overall customer experience.
• Cross-Functional Collaboration: Partner with Operations, Compliance, Product, Risk, and Technology teams to ensure alignment of business initiatives and service delivery standards.
• Regulatory Compliance: Ensure operations comply with all applicable banking regulations (Reg E, Reg CC, UDAAP, BSA/AML), policies, and audit requirements.
• Talent Management: Lead workforce planning, hiring, performance management, and succession planning across the deposit servicing organization.

Benefits

• Great open office space
• Paid time off (PTO)
• 401K matching
• Comprehensive benefits package: Medical, dental, vision, life insurance & disability
• Conveniently located in the heart of Downtown Phoenix close to light rail and public transportation
• Paid parking or platinum pass
• New Hire Training Program
• Wellness Incentive Program
• Kitchen fully stocked with snacks and beverages

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees