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Direct management of all current and future aspects of the BFF centralized team operations including associate performance management, compensation, policies, procedures, compliance, risk management, personnel, sales and the customer experience. Assist in the development, quality assurance and UAT testing of the BFF App (including future releases) with engaged stakeholders from Company and Pivotus Ventures. Monitor, assess, and provide written and verbal updates/presentations to multiple stakeholders and levels within the organization including Executive Management. Collaborate and consult with 1) Corporate Administration in the review, implementation and support of the Retail Banking and HLD testing/roll-out and other BFF App Use Cases in support of Company's digital banking strategy and 2) key stakeholders from world-wide banks as partners in the acquisition, development and implementation of the BFF app and other potential Pivotus Ventures technology. Primary mission is the effective delivery of sales, service and an unequaled customer experience through the digital BFF App and applicable future technologies.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Directly responsible for the management and supervision of the BFF Central team of associates and all aspects of their work. Includes facilities management, performance management, compliance, guiding, scheduling, coaching/counseling and development of associates to achieve established goals and objectives. Increase customer engagement through the BFF App.
Oversee multiuser interactions and support model. Oversight of shared BFF e-mail InBox for adherence to internal and external standards. Training of BFF agents in advanced banking and communications skills essential to the digital channel. Sales/Referrals of bank and affiliate products and services.
Monitor agent/customer digital conversations for compliance and quality assurance. Monitor digital risk as associated with information security. Monitor and respond to customer complaints and feedback. Monitor and report on BFF App/Agent KPI's.
Compose and present presentations to multiple levels including executive management, Pivotus, partnering banks and internal stakeholders.
Develop and recommend policies and procedures as they relate to both the digital and physical BFF Central environment. Create and implement processes for introduction of App features, workarounds to address App limitations that affect the customer experience.
Collaborate with Pivotus Ventures on App design recommendations and technical troubleshooting. Collaborate and consult with partner banks worldwide to aid all in effective testing, live implementation and sound management practices. Host promotional visits for potential investor banks considering acquisition of Pivotus Ventures technology. Provide training and document criteria for collaborating banks. Recommend operational modifications for both Bank and BFF use.
Coordinate Quality Assurance Testing and User Acceptance Testing for each release of the BFF App. Gathering and prioritizing App feature set for upcoming release.
Sound operational compliance: 1) Risk Management, 2) Business Continuity Planning, adherence to policies/procedures, 3) quality service standards.
Analyze and distribute pilot customer surveys. Gather and evaluate customer and associate input, quotes and success stories.
Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities -- knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation changes.
Follows all Bank policies and procedures, compliance regulations, and completes all required annual or job-specific training.
Maintain a working knowledge of Bank's written policies and procedures regarding Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and other regulations as applicable to this job description.
May be asked to coach, mentor, or train others and teach coursework as subject matter expert.
Actively learns, demonstrates, and fosters the Company corporate culture in all actions and words.
Takes personal initiative and is a positive example for others to emulate.
Embraces our vision to become "The World's Greatest Bank."
May perform other duties as assigned.
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
Associate, vocational or technical degree in business, finance or relevant field. Bachelor's degree preferred.
5-8 years of progressive responsibility within a financial organization or other service/technical organization.
1-3 years of supervisory and leadership experience or commensurate skills required to manage and motivate associates.
Demonstrated decision-making, planning and directing in an environment of change.
Ability to analyze and evaluate findings and implement or make recommendations.
Knowledge of retail banking policies, procedures, practices and documentation, loans, commercial loans, treasury products, and other products and services in the financial industry.
Knowledge of and personal experience with electronic devices and App services.
Extensive customer service skills both internally and externally, as well as problem solving skills.
Advanced level of interpersonal skills (written, verbal and listening) required. Must have proven communication, public relations and motivation skills.
Ability to work effectively with individuals and groups across the bank as well as external business partners. Including executive level management and business unit leaders.
Proficient in the use of multiple computer applications including Word, Excel, Powerpoint, Sharepoint, Survey Monkey and others related to the delivery of services and information digitally.
REGISTERED MORTGAGE LOAN ORIGINATOR (MLO)
This position requires you to act as a Bank MLO, which is defined as an individual authorized by the Bank to take mortgage loan applications, offer a mortgage, arrange a mortgage, assist a consumer in obtaining or applying to obtain a mortgage, negotiate a mortgage, otherwise obtain or make a mortgage for another person, represent to the public (through advertising or other means of communication) that such person can or will perform any of these activities, or refer a consumer to a loan originator (Note: Except those employees of the Bank who do not discuss particular credit terms available and do not refer the consumer, based on the employee's assessment of the consumer's financial characteristics to a particular Bank MLO) for compensation or gain. All MLOs will be required to register as an MLO complying with the SAFE Act requirements.
This position IS NOT authorized to act as a Bank Closed-End MLO, which is defined as any position designated to perform the activities of a Bank MLO for closed-end transactions, and therefore this position is limited in acting as a Bank MLO for open-ended transactions (i.e., home equity lines of credit) only.
PHYSICAL AND ENVIRONMENTAL DEMANDS
Office environment -- no specific or unusual physical or environmental demands.
Company is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, or disability. We maintain a drug-free workplace and may perform pre-employment substance abuse testing.
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