ATM, Bank Management, Banking Operations, Banking Services, Coaching, Communication Skills, Computer Security, Credit Cards, Customer Escalations, Customer Experience, Customer Satisfaction, Customer Support/Service, Finance, Financial Services, High School Diploma, Interpersonal Skills, Leadership, Onboarding, Operational Support, Operations Management, People Management, Performance Analysis, Performance Management, Performance Metrics, Problem Solving Skills, Process Improvement, Quality Metrics, Resolve Customer Issues, Risk, Scripting (Scripting Languages), Service Delivery, Service Level Agreement (SLA), Team Lead/Manager, Time Management, Treasury Management, Trend Analysis
Summary
The Digital Banking Manager is responsible for leading the delivery of high quality customer service across the bank's digital banking channels, including online and mobile banking, debit and credit card services, ATM operations, and treasury management support.
This role focuses on customer experience, service quality, team performance, and issue resolution, ensuring customers receive timely, accurate, and professional support. The Digital Banking Manager oversees service workflows, monitors service level agreements (SLAs), coaches team members, and collaborates with internal partners to resolve issues that impact the customer experience.
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.
- 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.
Policies, Procedures & Quality Assurance
- Ensure customer service procedures and workflows are followed consistently.
- Assist in updating service procedures, scripts, and job aids related to digital banking.
- 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 service processes.
- Participate in projects aimed at improving service delivery and customer satisfaction.
Other Duties
- Perform additional duties as assigned to support Digital Banking operations.
Specifications and Requirements
Experience
- Three (3) to five (5) years of experience in banking customer service, digital banking support, or operations management.
- Prior supervisory or people management experience required.
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.
Education
- High School Diploma or equivalent required.
- Bachelor's degree in Business, Finance, or a related field preferred.