Internal Support Manager

OceanFirst Bank•Toms River, NJ

9d•Hybrid

About The Position

The Internal Support Manager ensures exemplary customer care in interactions with the branch network and other internal customers, and manages the administration, operational efficiency, and compliance of the Internal Resource Center (IRC). The role leads the IRC team and serves as the primary backup for the Retail Support Services Manager. In that manager’s absence, the position also oversees Ancillary Branch Services, including IRA retirement account plans, CIF maintenance, levy processing, subpoena research, and internal customer support. The manager oversees a broad range of branch and retail support operations, including Qwickrate CDs and maturing-fund wires, branch cash delivery services, foreign money exchange, annual processing and reporting, IOLTA maintenance and reporting, and deposit-product rate changes. The role supports department budgeting and invoice review, maintains current procedures, monitors regulatory updates, and ensures compliance with banking regulations and internal policies. It also develops staff and operational processes, advises branch personnel, supports special projects and acquired-institution integrations, and coordinates with internal partners to resolve issues and improve service.

Requirements

Proficiency in the MS Office Suite.
Analytical and technical skills and logical thought processes.
Effective written, oral, and interpersonal communication skills.
Ability to balance competing priorities in a fast-paced environment.
Comprehensive knowledge of retirement accounts and associated regulatory requirements.
Working knowledge of Fiserv or an equivalent system.
Understanding of the Bank’s retirement account products and policies.
Bachelor’s degree preferred, or equivalent experience required.
5–7 years of supervisory experience in bank operations, customer service, or a call center environment.
Ability to operate a computer and communicate information ranging from simple to complex with individuals and groups.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Manage the Internal Resource Center team and ensure its functions are completed according to procedures.
Serve as the primary backup for the Retail Support Services Manager when that manager is absent.
Manage issuance of Qwickrate CDs and timely wiring of maturing funds.
Monitor and implement regulatory rules and revisions affecting IRC procedures, and communicate and train staff on procedure updates.
Manage the branch portion of cash delivery services, including setting up users and assisting with issues.
Assist with CIF maintenance, levy processing, and branch-related subpoena research.
Support cost-effective department operations by preparing and monitoring the annual budget, preparing monthly budget variance reports, and reviewing billing invoices.
Maintain deposit-product rate changes requested by Regional Presidents.
Communicate department activities and significant problems or issues to the Retail Support Services Manager.
Develop the IRC, including telecommunications and operational systems, workflows, scripts, procedures, and schedules, and arrange or provide appropriate training.
Train staff on key behaviors, handling internal customer calls, ancillary tasks, and meeting KPIs.
Ensure staff proficiency in current operational policies, procedures, and Bank products.
Participate in researching, developing, and implementing special projects; support new products and services and related Retail operations and systems procedures.
Consult with Compliance, Security, Deposit Operations, Loan Servicing, Retail Managers, and other internal partners on operational processes.
Respond to branch personnel inquiries within established departmental guidelines.
Oversee the Bank’s foreign money exchange program.
Serve as a subject matter expert on Retail operating procedures and systems.
Promote satisfactory audit compliance and a sound regulatory environment; review department and branch procedures and remediate audit findings.
Resolve internal customer inquiries and requests in accordance with Bank policies.
Use reports and transaction processing to monitor for and report potential suspicious activity.
Assist with conversions and integration of acquired institutions.
Manage and perform annual escheat processing and bank-wide reporting, ensuring state compliance requirements are met.
Manage and perform annual Holiday Club processing.
Manage and perform IOLTA account maintenance and monthly reporting.
Ensure compliance with banking regulations, employment and labor laws, agency guidelines, and organizational policies.
Manage Retail Support Services compliance requirements and ensure files are maintained in accordance with regulations.
Ensure staff meet compliance and disclosure requirements and are cross-trained.
Advise and train branch personnel on retirement account plans and related matters.
Travel throughout the Bank’s footprint as needed.