ECM Systems and Quality Assurance Coordinator

Tompkins Community Bank • City of Ithaca, NY

4d • Onsite

About The Position

Provides coordination and oversight of Enterprise Content Management (ECM) workflows to ensure efficient processing, quality control, and secure storage of physical and electronic records. Partners with business units to implement document imaging, indexing, and retention strategies that align with organizational and regulatory requirements. Supports system functionality, continuous improvement initiatives, and departmental operations to enhance service delivery and operational effectiveness.

Requirements

• High School Diploma required
• Minimum of two years of experience in document imaging or enterprise content management.
• Minimum of two years of experience coordinating workflows or distributing work in an operational environment.
• Demonstrated ability to manage multiple priorities, deadlines, and projects simultaneously.
• Strong attention to detail with proven problem-solving and organizational skills.
• Effective verbal and written communication skills with the ability to collaborate across teams.
• Ability to work independently with minimal supervision.
• Technical aptitude and manual dexterity to operate and maintain processing equipment.

Nice To Haves

• Associate’s Degree preferred.
• Prior banking or financial services experience preferred.
• Experience with OnBase or similar document management systems preferred.

Responsibilities

• Oversee daily workflow, including intake, indexing, prioritization, and distribution of documents
• Monitor performance against SLAs and adjust resources to meet service expectations
• Maintain productive relationships with internal stakeholders and end users
• Define and enforce document imaging standards including indexing, preparation, and quality control
• Ensure adherence to policies, procedures, and retention schedules
• Maintain accurate system mapping and documentation
• Provide Level 1 system support by investigating issues, gathering data, and coordinating escalation
• Utilize reporting tools to monitor performance and identify trends
• Support system enhancements and user adoption
• Partner with Compliance, Business Analysts, and business units on retention strategies and taxonomy development
• Deliver training and user guidance to support proper system utilization
• Serve as a subject matter expert for ECM tools and processes
• Support staffing and resource planning through metrics and workload analysis
• Maintain equipment, supplies, and operational readiness
• Lead or contribute to special projects and continuous improvement initiatives

Benefits

• Medical
• Dental
• Vision
• 401(k) Match
• Profit Sharing
• Paid Time Off
• 11 Holidays
• Tuition Reimbursement
• Free Parking throughout Tompkins Community Bank
• Employee Referrals

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED