Customer Care Digital Banking Operations Supervisor

SUMMARY
This role is responsible for leading, supporting, and ensuring the effectiveness of Digital Operation Specialists. The individual will focus on daily operations, team performance, process efficiency, and problem resolution across digital banking channels, including online banking, and
online account opening.

The Supervisor will play a key role in coaching and developing the team, monitoring performance, ensuring smooth operations, and addressing challenges proactively. This position requires strong task management, high interpersonal skills, and attention to detail to keep digital banking operations running smoothly while delivering excellent service to customers.

MAJOR DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)
1. Team Supervision & Development

• Directly oversee Digital Operation Specialists, providing daily guidance, coaching, and support.
• Conduct regular one-on-one check-ins to provide feedback, address concerns, and develop team members.
• Foster a positive team culture by promoting collaboration, accountability, and high morale.
• Lead by example, ensuring that all team members uphold First United's values and customer care standards.
• Assist with hiring, onboarding, and training new employees to ensure smooth integration into the team.

2. Operational Oversight & Process Execution

• Monitor daily workflows and digital banking operations to ensure efficiency and compliance with policies.
• Identify process bottlenecks and provide practical solutions for improving team performance.
• Maintain thorough knowledge of First United's digital banking platforms, processes, and policies.
• Ensure compliance with security, audit, and regulatory standards in digital banking operations.

3. Proactive Problem-Solving & Issue Resolution

• Act as the first point of escalation for customer and internal team issues related to digital banking services.
• Identify and respond proactively to operational challenges, such as technology disruptions or service issues.
• Work closely with IT, customer service, and operations teams to resolve customer facing and internal issues quickly.
• Pay close attention to data, reports, and trends to detect recurring problems and suggest improvements.

4. Communication & Cross-Team Coordination

• Effectively communicate updates and expectations to the Digital Operation Specialists team.
• Serve as the liaison between business teams, operations, and back-office teams to ensure smooth collaboration.
• Maintain exceptional professionalism in written and verbal communication with customers, teams, and partners.
• Ensure that team members are well-informed on policies, updates, and process changes.

5. Task Management & Efficiency

• Maintain high efficiency in task execution, ensuring priorities are met and work is completed accurately.
• Monitor team performance metrics and provide coaching or process adjustments as needed.
• Ensure documentation, reports, and administrative tasks are handled accurately and on time.

ADDITIONAL DUTIES AND RESPONSIBILITIES
* Completes all required compliance training and certifications annually.
* Adherence to all First United policies, procedures, and ethical standards.
* Assist in team scheduling, workflow planning, and workload balancing as needed.
* Support other duties assigned by the Customer Care & Digital Operations Manager.

EMPLOYEE SPECIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Broad Knowledge of Retail Banking (Including Online Banking).
• Attention to detail - ensures accuracy in digital banking operations and team execution.
• Willingness to provide a Spend Life Wisely level of service which will differentiate us from our competitors.
• Strong leadership and interpersonal skills - able to coach and motivate a team effectively.
• Excellent communication skills - can clearly communicate with team members, customers, and leadership.
• High integrity and professionalism - consistently demonstrate ethical decision-making and accountability.
• Proactive problem-solving mindset - anticipates and resolves issues quickly.
• Task management and efficiency - skilled at prioritizing workloads and ensuring deadlines are met.
• Basic analytical skills - able to recognize patterns in reports and operational data to drive improvement.

Education and Work Experience

• Prior experience in digital banking operations, customer service, or retail banking is required.
• Strong familiarity with online banking platforms, new account openings, and digital support tools.
• Bachelor's degree in business or related field is preferred.
• Supervisory or team lead experience is strongly preferred.

Technical/Functional Competencies

• Digital Banking Systems Proficiency - Strong working knowledge of online banking platforms, chat support systems, digital account opening, and mobile banking tools.
• Incident & Issue Resolution - Ability to troubleshoot technical issues related to digital banking services and coordinate with IT and vendors for timely resolution.
• Process Optimization & Automation Awareness - Understanding of how to identify inefficiencies in digital workflows and propose process improvements or automation opportunities.
• Data Analysis & Reporting - Ability to interpret digital banking performance metrics, customer interactions, and system reports to identify trends and areas for improvement.
• Compliance & Security Awareness - Familiarity with banking regulations, security protocols, and digital fraud prevention to ensure compliance in digital transactions.
• Technical Documentation & Training - Ability to document digital processes, update team procedures, and train staff on system updates and new tools.
• User Experience (UX) Understanding - Basic understanding of digital banking customer behavior and expectations, with the ability to recommend service enhancements.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned by supervisor to meet the ongoing needs of the organization

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If any applicant is unable to complete an application or respond to a job opening because of a disability, please email us at HR@firstunitedbank.com for assistance.