Digital Banking Services Manager

Digital Banking Services Manager

Herring Bank
Location: On-Site
Employment Type: Full-Time
FLSA Status: Exempt
Schedule: Monday–Friday, typically 8:00 AM–5:00 PM, with some Saturdays and flexibility as needed
Position Summary
Herring Bank is seeking an experienced Digital Banking Services Manager to lead our Digital Banking team and oversee the delivery of exceptional customer service across our digital banking channels.
This position is responsible for managing the Bank’s customer contact center, overseeing online account opening and maintenance, ensuring compliance with banking regulations, and supporting the implementation and administration of digital banking products and services.
The ideal candidate will have a strong background in banking operations, digital banking platforms, customer service, and team leadership, with a focus on operational efficiency, accuracy, and continuous improvement.
Key Responsibilities
Team Leadership & Customer Service
• Lead, coach, train, and develop the Digital Banking team to ensure high-quality customer service.
• Manage team schedules and daily operations to maintain appropriate contact center coverage.
• Monitor performance metrics, service levels, call quality, and customer satisfaction.
• Oversee customer support through phone, chat, email, and secure messaging.
• Resolve escalated customer concerns and identify opportunities to improve service delivery.

Digital Banking Operations
• Oversee online account opening for consumer and business customers, ensuring accurate documentation and compliance with Bank procedures.
• Review account maintenance requests, including address changes, signer updates, and account modifications.
• Serve as a subject matter expert for online and mobile banking platforms.
• Manage digital banking user access, system permissions, transaction limits, and reporting.
• Coordinate with internal departments and vendors to troubleshoot system issues and implement improvements.

Digital Products & Services
• Oversee the setup and ongoing support of digital banking services, including online bill pay, ACH and wire origination, and remote deposit capture (RDC).
• Support digital banking system upgrades, conversions, and new product implementations.
• Develop and maintain procedures, training materials, and resources for employees and customers.
• Identify opportunities to improve digital banking functionality and operational efficiency.

Compliance & Risk Management
• Ensure compliance with applicable banking regulations, including BSA/AML, CIP, Regulation E, Regulation CC, and Nacha Operating Rules.
• Monitor account documentation, customer verification procedures, and internal controls.
• Identify and escalate potential fraud, suspicious activity, and operational risks.
• Support internal audits, compliance reviews, and regulatory examinations.
• Maintain accurate and current departmental procedures.

Qualifications
Required:
• High school diploma or equivalent.
• 3–5 years of banking experience.
• Strong customer service, communication, and problem-solving skills.
• Excellent organizational skills with the ability to manage competing priorities.
• Working knowledge of banking operations, account documentation, and regulatory requirements.
• Ability to analyze operational reports, identify trends, and implement improvements.

Preferred:
• Associate’s or bachelor’s degree in Business, Finance, or a related field.
• Previous supervisory, team lead, or management experience.
• Experience in digital banking, online account opening, or customer contact center operations.
• Familiarity with core banking systems, online/mobile banking platforms, ACH origination, bill pay, and remote deposit capture.
• Knowledge of banking regulations, including BSA/AML, Regulation E, Regulation CC, and Nacha Operating Rules.

Additional Information
This position includes supervisory responsibilities and requires strong attention to detail, sound judgment, and the ability to work effectively in a fast-paced banking environment.
Herring Bank is an Equal Opportunity Employer. Member FDIC.
We are committed to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other status protected by applicable law.