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Banking Support Team Lead
Western Alliance Bancorporation
Chandler, AZ, United States
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The Banking Support Team Lead is responsible for assisting the Banking Support Manager with managing the technical functions for a team of HOA Bankers. The Banking Support Team Lead will be the first point of contact for the HOA Banker's within the given team to answer questions relative to providing the appropriate customer support relative to; account setup, treasury management & online banking support, ACH file assistance/error resolution, as well as trouble shooting and remote check scanner set-up. The Banking Support Team Lead will assist the Banking Support Manager in coordinating the work of the HOA bankers and providing leadership, support and training for the team.
Responsibilities
• Provides supervision and day-to-day work direction support to assigned HOA Bankers where service or assistance is needed.
• Responsible for handling a portfolio of clients with total deposits of between $30-$50 million. Performs a variety of customer support activities including opening and closing corporate and agent relative accounts i.e., processes NSF and overdraft alerts holds and stop payments, processing general ledger entries, non-posts, adjustments, ACH returns, large item review, electronic A/R file research, callback, bank account reconciliation, and Corporate Online Banking set-up. Troubleshoots hardware/software problems related to check scanner, remote deposit and Treasury Management products and functions.
• Reinforces the highest level of customer service by example. Conducts periodic meetings and presentations on service and support for HOA team members.
• Provides HOA team with post implementation and training support for their customers.
• Makes decisions regarding the satisfaction of audit requirements when opening new accounts; assesses compliance of audit regulations; verifies documentation for CIP certification approval. Maintains management and performance controls by tracking, measuring, and analyzing data to prevent losses, develop process improvement and identify and escalate problems as needed.
Qualifications
Bachelor degree preferred or high school diploma or general education degree (GED) with at least (3) years of experience in the banking or financial industry including retail branch banking operations, banking call center experience, or a similar function.
2 or more years of experience in HOA Banking Operations is a plus
Advanced experience and knowledge in banking operations such as new accounts, legal processes, and interest calculations.
Demonstrated, team building and leadership skills
Intermediate skills in computer terminal and personal computer operations; Microsoft Word, Excel, Outlook etc.