AVP, Digital Banking Experience Manager

ABOUT LOWELL FIVE

With nearly $1.8 billion in assets, over 200 employees and 15 banking center locations throughout the Merrimack Valley and Southern New Hampshire, Lowell Five Bank is honored to play a vital role in the economic vitality of the region.  Our employees are engaged in myriad community boards and organizations with the Bank’s support.  We are proud of the longevity of our employees, and we are committed to finding new talent for our team.  We offer career development and educational programs to support personal and professional growth along with a benefit package that supports each employee’s best life.  For more information, please visit www.lowellfive.com.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Bank Operations & Customer Experience

• Monitors digital banking platform for reliability and security, ensuring high-quality service levels; opens service cases and works with vendors to resolve issues
• Participates in the hands-on processing for ACH: utilizes fraud tools to mitigate any risk prior to funds going out of the Bank, responds to or delegates out to others when customers send secure messages for assistance, and conforms to a daily schedule to ensure timely delivery of files; reviews and takes action on all online account openings
• Reviews and completes all daily digital banking reporting and cross-checks to ensure accuracy; provides regular metric reporting on digital banking and other related responsibilities
• Maintains compliance with state/federal regulations (BSA/AML) and internal security policies; manages risk related to electronic banking, external transfers, and ACH origination
• Assists internal and external customers with complex and investigative digital platform issues
• Utilizes AI to assist with solutions, workflows, and other aspects of digital banking when appropriate
• Maintains, reviews and reports on other ancillary digital systems

Product Development

• Implements, tests, and enhances new online banking services and product updates to boost customer adoption rates; provides digital banking solution suggestions to improve customer experience
• Researches and makes recommendations to senior management on ways to increase digital banking usage, products, and services
• Maintains effective communication and information sharing across departments, including training for new and existing digital products; identifies opportunities to implement digital banking enhancements where appropriate
• Maintains a strong working knowledge of Bank products and services, as well as industry trends and developments that may impact digital banking or customer needs

Professional Development

• Creates and fosters an inclusive team environment; promotes the Bank through community activities and professional organizations
• Supervises, trains, and mentors the Digital Banking team
• Prepares and delivers performance evaluations, makes compensation recommendations, and aids with goal setting to develop team members
• Resolves routine personnel problems
• Collaborates with Human Resources with respect to hiring decisions as necessary

Please note this job description is not designed to cover a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change over time. 

REQUIREMENTS

• Bachelor’s degree in business or finance, or equivalent experience strongly preferred
• 4+ years’ experience in Digital Banking, Deposit Operations, and/or Retail Banking, including knowledge of ACH processing and electronic regulations
• Minimum of 2 years’ management experience and proven leadership capabilities
• Experience managing a digital banking solution, Q2 preferred
• Strong technical skills and working knowledge of computer programs and applications, including Microsoft Office Suite, Fiserv DNA, Salesforce (or related CRM), and Synergy strongly preferred
• Customer focus with the ability to build and maintain relationships
• Detail-oriented, analytical with the ability to provide solutions
• High degree of initiative, dependability, and ability to work independently
• Extremely organized, ability to multi-task, prioritize, and adapt to change while assimilating new information quickly
• Excellent written and verbal communication skills, including effective presentation skills
• Must be willing and able to report to Headquarters in Tewksbury five full days a week

The annual base salary range for this position is $80,000-$100,000.  This range reflects the Bank’s good faith estimate for this role at the time of posting.  The Bank may ultimately pay more or less than the posted range, and the range may be modified in the future.  Actual compensation will be determined based on factors, such as but not limited to, relevant education, experience, and skills.