Treasury Management Digital Banking Supervisor

Description

Position Purpose:

The Treasury Management Digital Banking Supervisor provides leadership and oversight for the Treasury Management Digital team within the Digital Banking Department. This position is responsible for supervising daily operations, ensuring exceptional customer service, maintaining compliance with all applicable regulations, and fostering the professional development of team members. The supervisor serves as a subject matter expert for Treasury Management and Digital Banking products and supports the Bank's mission of improving the financial lives of employees, customers, communities, and shareholders. 

Description of Duties, Responsibilities and Expectations:

Leadership and Team Development

• Lead, mentor, coach, and develop Treasury Management Digital team members to build a highly skilled, specialized, and self-sufficient department.
• Establish clear performance expectations, provide regular coaching and ongoing feedback to support employee growth and engagement.
• Serve as the primary resource and escalation point for team members regarding complex customer issues, operational concerns, and product support.
• Foster a collaborative work environment focused on accountability, service excellence, and continuous improvement.
• Occasional travel for training, conferences, meetings, and other work-related activities which may include out-of-state travel.

Treasury Management and Digital Banking Operations

• Oversee day-to-day operations related to Treasury Management services including the onboarding of Treasury Management customers, Digital Banking products, and ACH processing.
• Ensure the accuracy, completeness, and timeliness of departmental activities and workflows.
• Evaluate existing processes and recommend enhancements to improve efficiency, customer experience, and risk mitigation.
• Support the implementation of new products, services, and system enhancements.

Customer Service and Relationship Management

• Ensure customer inquiries and service requests are handled promptly, professionally, and accurately.
• Investigate, resolve, and respond to customer complaints and operational issues within established guidelines and service standards.
• Maintain regular communication with the SVP and AVP of Digital Banking regarding significant customer concerns, exceptions, approvals, and escalated issues.
• Promote a positive customer experience through effective problem-solving and service delivery.

Performance Monitoring and Reporting

• Monitor departmental performance metrics and service standards through team scorecards and system-generated reports.
• Analyze data and trends to identify opportunities for operational improvements and increased productivity.
• Prepare and maintain reports required for management review and decision-making.

Compliance and Risk Management

• Maintain a thorough understanding of applicable banking regulations, operating rules, industry standards and internal policies.
• Ensure compliance with: 
• NACHA Operating Rules
• Office of Foreign Assets Control (OFAC) requirements
• Bank Secrecy Act (BSA)
• Anti-Money Laundering (AML) regulations 
• Information Security and Fraud Prevention
• Bank policies and procedures
• Assist with audits, regulatory examinations, compliance reviews, and documentation requests.
• Stay informed of regulatory updates, procedural changes, fraud trends and technology enhancements affecting Digital Banking and Treasury Management operations.

Other Duties

• Perform additional duties and special projects as assigned.
• Support departmental and organizational initiatives that contribute to achieving strategic goals and key performance objectives.
• Participate in professional development opportunities to maintain industry knowledge

Requirements

Qualifications, Knowledge and Skills:

Education

• High School Diploma or GED required.
• Associate's or bachelor’s degree in business, finance, accounting, information systems, or a related field preferred

Experience

• Minimum of 3-5 years of banking experience, preferably in Treasury Management, Digital Banking, Operations, or a related area.
• Previous leadership, supervisory, or team lead experience preferred.

Knowledge and Skills

• Strong understanding of Treasury Management and Digital Banking products and services.
• Knowledge of ACH processing, cash management services, and related banking operations preferred.
• Excellent verbal, written, and interpersonal communication skills.
• Strong analytical, organizational, and problem-solving abilities.
• Proficient in Microsoft Office applications, including Excel and Word.
• Ability to learn and effectively utilize specialized banking software and systems.
• Strong attention to detail and commitment to accuracy.
• Demonstrated ability to manage multiple priorities, projects, and deadlines.
• Ability to maintain confidentiality and exercise sound judgment.

Physical Requirements:

• Frequent use of a computer and other office equipment which requires visual concentration and prolonged screen time.
• Ability to remain focused and productive in a deadline-driven environment with frequent interruptions.
• Ability to lift and move files, supplies, and materials weighing up to 15 pounds.
• Ability to sit for extended periods and communicate effectively in person, by telephone, and through electronic communication methods.