Internet Banking Supervisor

Company Information
Although we're the largest family owned bank in the nation, you'll know us better as your friendly neighbor from down the street. The First Bank team is made up of the people who make up our community. Do your part in the following role:


Job Description
While supervising a team of 6–12 Internet Banking Representatives, the Internet Banking Supervisor has the overall responsibility of the support operations in the Internet Banking Center.  This individual leads the team that supports the Bank’s Internet and Online Banking products and to do so, maintains a level of technical knowledge to support those products.  This individual will answer internal and external questions related to Internet products and services, resolves issues, and recommends the best course of action.  In addition, the Internet Banking Supervisor manages the business aspects of the Bank’s Internet Branch sales channel.  Typical hours for this position are Monday-Friday from 9:00am until 6:00pm.


Primary Responsibilities 


·  Maintains established controls, policies, and procedures; performs regular audit tests to ensure controls are sound


·  Participates in marketing meetings that define the strategic focus for the internet account sales


·  Maintains a solid business relationship with customers of the Internet Branch and makes exception decisions in accordance with the Bank’s policy


·  Works with other branches to support customer needs that extend beyond the core Internet Branch products and services


·  Ensures that accounts are opened and funded according to the Bank’s policies; reviews and monitors the account opening process to mitigate the risk of loss associated with virtual accounts


·  Assists staff with answering questions related to site navigation, web browsers, secured server requirements/features, and the interface of the Online Banking application to various home banking software products (MS Money, Quicken, etc.)


·Identifies high level operational or technical issues and formulates an action plan to resolve those issues


·  Responsible for defining changes to support processes and training employees appropriately


Requirements

College education or equivalent and browser knowledge (MS Internet Explorer & Netscape Navigator)
Minimum of three years customer service experience, quality service & assurance and training; or equivalent combination of education and experience
Previous call center and supervisory experience preferred
Intermediate to advanced knowledge and experience with MS Office and Lotus Notes required
Excellent communication (oral/written) skills a must


EOE M/F/D/V


Job Level: 3-5 years