Business Deposit Services Supervisor

The Business Deposit Services Supervisor is responsible for leading business deposit services support for business and commercial members by overseeing treasury management onboarding and end-to-end service delivery. The role ensures operational accuracy, efficiency, and consistency in daily member support while supervising the Business Deposit Services Representative, managing escalated issues, and collaborating with internal partners to design and implement solutions that support members’ cash flow management and broader financial goals.

Business Deposit Services Leadership & Team Development

• Provide day-to-day leadership for Business Deposit Services, including prioritizing workflow, managing coverage, and ensuring quality control to deliver consistent, accurate, and timely member support.
• Coach, train, and develop the Business Deposit Services Representative, including onboarding, ongoing skills development, performance management, and reinforcement of service and compliance expectations.
• Foster a high-performance team culture focused on accountability, service excellence, and continuous improvement.

Escalation Management & Member Service Delivery

• Serve as the primary escalation point for complex treasury management and business deposit-related issues, ensuring timely resolution and clear communication with members and internal stakeholders.
• Coordinate issue resolution across Operations, Commercial, IT, and other internal partners to ensure efficient service recovery and minimal member impact.
• Oversee member-facing support activities related to business deposit and treasury services, ensuring a high level of responsiveness, professionalism, and service quality.
• Proactively identify opportunities to improve the business member experience through service enhancements and proactive outreach strategies.
• Support resolution of high-risk or high-value member issues to preserve relationships and ensure retention.

Operational Controls, Compliance & Process Improvement

• Oversee operational controls for business deposit and treasury activities, ensuring all documentation, approvals, and workflows comply with internal policies, procedures, and regulatory requirements.
• Monitor service quality metrics, operational trends, exception reports, and error patterns to identify root causes and reduce operational risk.
• Lead and implement process improvement initiatives that enhance efficiency, reduce turnaround times, and improve the overall member experience.
• Partner with leadership and internal stakeholders to support treasury product adoption, communication strategies, and change management efforts for new tools, services, and procedures.
• Develop and maintain standard operating procedures (SOPs), job aids, and training materials for business deposit and treasury processes.

Reporting, Risk & Other Duties

• Develop and maintain reporting on key performance indicators (KPIs) such as turnaround times, error rates, service levels, and member satisfaction metrics.
• Provide regular updates to leadership on team performance, operational risks, and service trends.
• Support internal and external audits by providing documentation, responding to findings, and implementing corrective actions as needed.
• Assist in identifying and mitigating operational and compliance risks within business deposit and treasury workflows.
• Perform other duties as assigned, ensuring accountability and alignment with organizational objectives.

• High School Diploma required, College degree in Business Administration or related field preferred.
• 5+ years of experience in banking, financial services, or a customer service-related role.
• 3+ years Supervisory experience overseeing team operations, monitoring performance, and ensuring compliance with policies, procedures, and service standards.
• Basic understanding of financial concepts, banking products, and treasury management services.
• Strong communication, interpersonal, and presentation skills with the ability to communicate effectively and professionally with associates and members at all levels.
• Proficient in Microsoft Office Suite and ability to quickly learn new systems.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Strong attention to detail and commitment to accuracy and compliance.
• Demonstrated ability to build relationships and deliver exceptional member service.
• Basic mathematical and analytical skills.
• Strong organizational, problem-solving, and time management skills.

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.