E-Services Manager

Job Description

Job Description

Role

Responsible for overseeing the daily operations of the E-Services Dept. Reviews department policies and procedures in order to improve service and operational excellence.

Major Duties and Responsibilities

30%

Manages the daily operations of the E-Services Dept to include debit and credit card processing, card disputes, wire transfers, mobile deposit, online banking, bill pay, payment processing, fraud monitoring, and processing of secure messages. Prepares monthly reports as required by management.

25%

Serve as a coach and mentor to the team by providing direction, support, and encouragement. Empower team members to take ownership in job responsibilities and maintain focus on the credit union's mission, vision, and core values in goal achievement. Provide open ongoing communication to the team. Responsible for recruiting, performance management, adherence to policies, career development, recognition, employee engagement and retention. Knowledge of employment laws and practices.

15%

Monitor escalated support tickets with vendors to ensure timely processing and resolution.

15%

Responsible for remaining current on emerging trends and technologies and how they can be incorporated into the overall strategy. Identify opportunities to increase revenue and improve productivity through electronic banking products and member service offerings that are consistent with the company's strategy. Develop appropriate metrics to monitor the effectiveness of electronic banking products and services and communicate with the team regularly.

5%

Prepares and manages planning and accounting budget for the department. Prepares reports for management, as required.

5%

Comply with all company policies, procedures, and service standards. Comply with all applicable laws and regulations.

5%

All other job responsibilities as assigned by management.

Knowledge and Skills Experience

Five to seven years of accounting and/or financial industry experience. Three plus years of supervisory experience. *A college degree will satisfy the requirement for two years of experience required.

High School Degree or GED. Associate or Bachelors Degree preferred.

A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. Ability to communicate information of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating, and/or advising others on matters of significance. Ability to develop and foster strong working relationships with team members and members to ensure we are achieving the overall mission and vision of the credit union. Incorporate core values into daily activities and decisions.

Must be bondable. Intermediate to advanced knowledge of credit union operations, products and services, related state and federal laws and regulations, and other credit union operational policies and procedures. Advanced analytical and project management skills for a variety of tasks or projects. Ability to deal with complex problems involving multiple facets, variables and situations where only limited standardization exists. Good written and oral communication skills. Time management skills. Ability to prioritize and multitask. Microsoft Office.

ADA Requirements Physical Requirements

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on a computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal to moderate noise.

Must be able to perform job functions independently and work effectively either on own or as part of a team. Must be able to plan and direct the work activities of self and others. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic financial calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Nothing in this position description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

ASE Credit Union is an Equal Opportunity Employer