Internal Support Manager
About The Position
The Internal Support Manager ensures exemplary customer care in interactions with the branch network and other internal customers, and oversees the administration, operational efficiency, and compliance of the Internal Resource Center (IRC). The role manages 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 IRC procedures, regulatory updates, staff training, operational systems, workflows, schedules, and service performance. The role also supports department budgeting and billing, deposit-product rate changes, branch cash delivery services, and a range of bank programs and processes, including foreign currency exchange, annual escheat processing and reporting, Holiday Club processing, and IOLTA account maintenance and reporting. The manager collaborates with internal partners, supports special projects and acquisitions, addresses inquiries, monitors potential suspicious activity, and promotes audit and regulatory compliance. The position is based in an office environment and requires the ability to operate a computer, communicate information, and travel throughout the Bank’s footprint. A hybrid schedule is available after initial onboarding is completed. The salary range is $75,000 to $109,000.
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 related regulatory requirements.
- Working knowledge of Fiserv or an equivalent system.
- Understanding of the Bank’s retirement account products and policies.
- Ability to advise and train branch personnel on retirement account plans and related matters.
- Bachelor’s degree preferred, or equivalent experience required.
- 5–7 years of supervisory experience in bank operations, customer service, or a call center environment.
Nice To Haves
- Bachelor’s degree preferred.
Responsibilities
- Manage the Internal Resource Center team and ensure functions are completed according to procedures.
- Serve as the primary backup for the Retail Support Services Manager.
- Manage the 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 updates.
- Manage the branch portion of cash delivery services, including setting up users and resolving issues.
- Assist with CIF maintenance, levy processing, and branch-related subpoena research.
- Support cost-effective department operations, including 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’s telecommunications and operational systems, workflows, scripts, procedures, and schedules, and arrange or conduct appropriate training.
- Train staff on internal customer calls, ancillary tasks, and meeting key performance indicators.
- Ensure staff proficiency in 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 procedures and remediate audit findings.
- Resolve internal customer inquiries and requests in accordance with Bank policies.
- Use reports and transaction processing to monitor 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 organization 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.
Benefits
- On-site fitness facility at Red Bank and Toms River headquarters offices.
- Hybrid schedule after initial onboarding is completed.
- Employee perks and discount programs.
- Tuition assistance.
- Incentive compensation program.
- Professional development opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
