Digital Banking Manager

Summary

The Digital Banking & Treasury Management Manager/Director leads the strategic direction, service delivery, and operational oversight of the Bank's Digital Banking, Treasury Management, Payment Solutions, and Online Account Origination programs. This role serves as the Bank's subject matter expert for electronic payments and digital account services, including ACH, domestic and international wire transfers, Real-Time Payments (RTP), FedNow, Positive Pay, and online account origination.

This position requires a strong and continually growing understanding of the payments ecosystem and the rules and regulations that govern it, along with the ability to support, train, and troubleshoot on behalf of consumer, business, and treasury management customers. The Digital Banking & Treasury Management Manager/Director oversees service workflows, monitors performance against service level agreements (SLAs), leads and develops team members, drives digital banking strategy, and partners with Operations, Compliance, BSA, Deposit Operations, Relationship Managers, and technology vendors to deliver secure, compliant, and customer-focused digital banking and payment services.

Responsibilities

Customer Service Leadership

• Lead and support the Digital Banking team in delivering consistent, high-quality customer service across all digital banking channels.
• Ensure customer inquiries, requests, and issues are handled professionally, efficiently, and in accordance with service standards.
• Address escalated customer service issues and ensure timely resolution.
• Promote a customer-first mindset while balancing service quality with operational expectations.

Service Level & Performance Management

• Monitor team performance against established service level agreements (SLAs), response times, and quality standards.
• Identify service trends, recurring customer issues, and opportunities for improvement.
• Implement workflow, staffing, or process adjustments to improve service delivery.
• Review service metrics and provide performance updates to leadership as needed.

Team Management & Development

• Supervise, coach, and develop Digital Banking staff.
• Set clear expectations for service behavior, productivity, and quality.
• Support onboarding, training, and ongoing skill development.
• Provide regular feedback and address performance issues promptly and constructively.

Issue Resolution & Escalation Management

• Serve as a primary escalation point for complex or sensitive customer service matters, including payments and treasury management issues.
• Coordinate with Operations, IT, Fraud, Risk, and vendors to resolve customer-impacting issues.
• Ensure issues and escalations follow documented processes.
• Maintain clear documentation of issues, resolutions, and follow-up actions.

Treasury Management & Payments Expertise

• Serve as the Bank's subject matter expert for Treasury Management products, ACH origination and processing, domestic and international wire transfers, Real-Time Payments (RTP), FedNow, and Positive Pay fraud prevention services.
• Maintain in-depth knowledge of NACHA Operating Rules, ACH risk management practices, and applicable payments regulations.
• Provide guidance on commercial payment workflows, cash management services, and business and commercial online banking platforms.
• Monitor emerging payment technologies, industry trends, fraud risks, and regulatory requirements affecting electronic payments, and recommend enhancements accordingly.

Customer Support & Training

• Serve as a subject matter expert for Digital Banking and Treasury Management products.
• Support business and treasury management customers with onboarding, implementation, training, and ongoing service needs.
• Provide training and education to customers on treasury management solutions, including ACH, wire transfers, Positive Pay, remote deposit capture, and online banking administration.
• Provide customer service and support in troubleshooting the Bank's online banking and treasury management systems, including but not limited to NACHA file uploads, file validation errors, exception processing, return items, ACH origination issues, ACH recalls, and proof of authorization requests.
• Assist customers with domestic and international wire submissions, approvals, templates, and troubleshooting.
• Assist in addressing account takeover incidents and other fraud-related concerns affecting customer accounts.
• Work directly with commercial clients to resolve complex payment, fraud prevention, and online banking issues.
• Partner with Operations, Deposit Operations, and Relationship Managers to deliver exceptional customer support and service.

Online Account Origination (OAO)

• Manage and oversee the Bank's Online Account Origination (OAO) platform and related processes for consumer and business account opening.
• Ensure a seamless, secure, and compliant digital account opening experience for consumers and businesses.
• Monitor account opening workflows, fraud prevention tools, identity verification systems, and exception processing.
• Partner with Compliance, BSA, Deposit Operations, and technology vendors to maintain regulatory compliance and operational effectiveness of digital onboarding platforms.
• Review and recommend enhancements to digital onboarding processes to improve customer experience, account conversion rates, and operational efficiency.
• Serve as the primary business owner and subject matter expert for online account opening systems, integrations, and reporting.
• Coordinate implementation, testing, maintenance, and vendor management activities related to digital account origination platforms.
• Develop procedures, provide training, and ensure staff are knowledgeable regarding digital account opening requirements and processes.

Leadership & Strategic Responsibilities

• Lead the Digital Banking team and support the strategic growth of Digital Banking, Treasury Management, and Payment Solutions services.
• Drive process improvements, operational efficiency, and risk mitigation initiatives across digital banking and payments operations.
• Collaborate with third-party vendors to enhance digital banking capabilities and the overall customer experience.
• Represent Digital Banking and Treasury Management in cross-functional strategic planning and product development initiatives.

Policies, Procedures & Quality Assurance

• Ensure customer service, payments, and account opening procedures and workflows are followed consistently.
• Assist in updating service procedures, scripts, and job aids related to digital banking, treasury management, and payments.
• Conduct periodic quality reviews to ensure accuracy, consistency, and compliance.
• Recommend enhancements to improve customer experience and reduce service friction.

Collaboration & Internal Coordination

• Partner with internal teams to address service issues affecting customers.
• Communicate customer trends, service risks, and recurring issues to leadership.
• Support implementation of changes that impact digital banking, treasury management, and payments processes.
• Participate in projects aimed at improving service delivery and customer satisfaction.

Other Duties

• Perform additional duties as assigned by the SVP, Bank Operations.

Specifications and Requirements

Experience

• Three (3) to five (5) years of experience in banking customer service, digital banking support, treasury management, or operations management.
• Prior supervisory or people-management experience required.
• Experience with ACH origination and processing, wire transfers, Real-Time Payments (RTP), FedNow, and Positive Pay strongly preferred.

Knowledge & Skills

• Strong understanding of customer service principles within a financial services environment.
• Experience managing service queues, escalations, and performance metrics.
• Demonstrated ability to coach and develop staff.
• Strong interpersonal, communication, and problem-solving skills.
• Strong knowledge of the payments ecosystem, including ACH, domestic and international wires, RTP, FedNow, and Positive Pay, along with NACHA Operating Rules and ACH risk management practices.
• Experience with business and commercial online banking platforms and treasury management products, with the ability to train customers and troubleshoot system and payment-related issues.
• Experience with Online Account Origination (OAO) platforms and digital onboarding solutions, including deposit account opening, identity verification, fraud prevention, and customer onboarding workflows, preferred.

Education & Certifications

• High School Diploma or equivalent required.
• Bachelor's degree in Business, Finance, or a related field preferred.
• Accredited ACH Professional (AAP) certification preferred. Candidates who do not currently hold an AAP certification must be willing to obtain the certification within 12 to 18 months of hire; the Bank will provide training resources, study materials, and testing support to assist the employee in achieving certification.