Digital Banking and Contact Center Strategist

Overview

At OakStar, strong relationships are at the heart of everything we do—including how we work together. Since 2005, we’ve grown from a single location in Springfield, Missouri, into a trusted, multi-state financial institution serving communities across Missouri, Kansas, and Colorado. As an SBA Preferred Lender and a recognized leader in small business banking, our work supports local economies and meaningful growth—giving our team members the opportunity to make real, visible impact through their roles.

Working at OakStar means joining a fast-paced, collaborative, and supportive team guided by our SERVE values—stewardship, empathy, responsiveness, vision, and empowerment. We’re committed to service excellence, giving back to our communities, and fostering a workplace where team members are supported. Current comprehensive benefits include health, dental, vision, life, and disability insurances, as well as 401(k), 401(k) match, paid time off, and paid holidays.

Position Summary

The Digital Banking and Contact Center Strategist is responsible for developing and executing strategies that enhance the customer experience across digital banking channels and the contact center. This position helps lead initiatives focused on digital adoption, service excellence, operational efficiency, and customer engagement while leveraging data analytics, technology, and process improvement methodologies. The Digital Banking and Contact Center Strategist helps optimize digital banking services, improves contact center performance, and supports the bank's customer experience management team.

Essential Duties

• Assist in the development and implementation of strategic plans for digital banking and call center operations that align with the bank's goals and customer experience initiatives.

• Analyze customer behavior, service trends, and operational metrics to identify opportunities for process improvements, automation, and enhanced service delivery.

• Monitor and drive adoption of digital banking products and services, including online banking, mobile banking, digital account opening, and electronic payment solutions.

• Partner with business line leaders to design and execute initiatives that improve customer engagement, retention, and channel utilization.

• Identify opportunities to streamline workflows, reduce call volumes, and increase self-service capabilities through digital channel enhancements.

• Assist in the development and maintenance of digital banking procedures, service standards, and operational documentation.

• Ensure compliance with applicable banking regulations, cybersecurity requirements, internal controls, and bank policies.

• Develop business cases and recommendations for technology investments and strategic initiatives.

• Provide support to the Customer Experience management team and assume leadership responsibilities if needed to ensure seamless operations and service continuity.

• Provide leadership and guidance for cross-functional projects related to digital transformation and customer service optimization.

• Partner with IT and Marketing to provide general oversight of Banno digital experience.

Secondary Duties

The Digital Banking and Contact Center Strategist performs duties specific to the position and other functions and duties as assigned.

Responsibilities

• Ensure compliance with all bank policies and procedures, as well as all applicable state and federal banking regulations.

• Ensure the confidentiality and security of customer information, bank information, proprietary information, and sensitive information.

• Treat people with respect, keep commitments, inspire the trust of others, work ethically and with integrity, uphold the bank’s values, and accept responsibility for one’s own actions.

• Demonstrate knowledge of and adherence to EEO policy, show respect and sensitivity for cultural differences, educate others on the value of diversity, promote a working environment free of harassment of any type, and value a diverse workforce.

• Follow policies and procedures, complete tasks accurately and on time, support the bank’s goals and values, and benefit the bank through outside activities.

• Complete all required training and policy reviews within established timeframes.

• Perform the position safely, without endangering the health or safety of yourself or others, and report potentially unsafe conditions to management. Comply with occupational safety and health standards and all rules, regulations, and orders issued pursuant to the OSHA Act of 1970 that are applicable to one’s position at the bank.

• Possess and maintain a current driver's license and a vehicle with appropriate insurance coverage. Both are required to drive while performing assigned duties and responsibilities.

• Possess and maintain adequate skills in computer operation, including email, word processing, spreadsheet, and specialty software programs.

• Possess and maintain adequate typing skills to meet the needs of the position.

• Possess and maintain adequate math skills to meet the needs of the position. This may include the ability to count currency and coin, calculate interest, balance accounts, add, subtract, multiply, and locate routine mathematical errors.

• Practice effective and efficient organizational and time management skills.

• Be able to work with general supervision while performing duties.

• Use effective oral, written, and interpersonal communication skills. This includes the ability to apply common sense when carrying out instructions, interpreting documents, understanding procedures, writing reports and correspondence, and speaking clearly to customers and employees.

• Be able to deal with routine problems involving multiple facets and variables in standardized situations.

Supervisor Responsibilities

This position is not responsible for the supervision of any employee(s).

Classification

This is an exempt position meaning this role is paid on a salary basis and the team member is expected to exercise independent judgement and successfully perform the responsibilities of the role to support the bank’s operational and strategic objectives. Exempt employees are not eligible for overtime pay under applicable law.

Environmental, Physical & Mental Demands

The environment for this position is primarily a non-confined office-type setting in which employees are free to move about at will. This environment may include some minor annoyances, such as noise, odors, drafts, temperatures, etc.

Physical demands include writing, typing, speaking, listening, lifting (up to 25 pounds), driving, carrying, seeing (such as close, color and peripheral vision, depth perception, and adjusted focus), sitting, walking, standing, squatting, kneeling, and reaching.

Mental demands include analytical reasoning, reading and understanding documents or instruments, performing detailed work, following directions, problem solving, providing effective customer or employee communication, performing accurate math calculations, understanding language, engaging in effective verbal and written communication, enduring stress, conducting multiple concurrent tasks, and withstanding constant interruptions.

Physical and mental demands also include correct usage of the following equipment: telephones, cellular phones, copy and fax machines, adding machines or calculators, encoders, money counters, credit card terminals, postage machines, cash recyclers, vaults, computers, and related printers.

Physical demands may also include occasional travel to other OakStar Bank locations, training locations, operational locations, and customer locations.

Work environment characteristics, physical demands, and mental demands are representative of those an employee encounters while performing the essential functions of this job and represent the knowledge, skill, and/or ability required to perform the job in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Qualifications

These qualifications are general guidelines normally considered essential to the satisfactory performance of this position. The specifications listed below are representative of the knowledge, skill, and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviations from these qualifications.

• Bachelor's degree in business administration, finance, banking, marketing, information systems, or related field preferred.

• 5+ years of progressive experience in banking, digital banking, customer experience, contact center operations, or a related field.

• Experience leading strategic initiatives, process improvement efforts, or technology implementations.

• Demonstrated experience utilizing data analytics and performance metrics to drive decision-making and operational improvements.

• Strong understanding of digital banking platforms, mobile banking, online account opening, electronic payments, and consumer banking products.

• Knowledge of call center operations, workforce optimization, customer service metrics, and quality assurance processes.

• Ability to analyze complex operational data and develop actionable strategies.

• Possesses strong project management and organizational skills with the ability to manage multiple priorities simultaneously.

• Excellent written, verbal, presentation, and interpersonal communication skills.

• Ability to build collaborative relationships across departments and organizational levels.

• Strong problem-solving, critical thinking, and decision-making abilities.

• Knowledge of banking regulations, information security practices, and risk management principles related to digital banking.

• Proficient with Microsoft Office applications and reporting/analytics tools.

• Ability to learn new technologies and adapt to changing business needs.

• Ability to work additional or non-standard hours as needed to meet deadlines or respond to other situations requiring extended availability.

The duties and responsibilities described in this position description are representative of the work performed but are not intended to be all-inclusive. Management reserves the right to modify this position description at any time according to business needs and in accordance with applicable laws.

This job description supersedes all previous versions and remains in effect until revised or replaced by the bank.

This document does not constitute a guarantee of employment or an employment contract, express or implied.

Employment is at-will and may be terminated by either you or OakStar Bank, for any reason that is not unlawful, with or without cause and with or without notice. Only the CEO (or other authorized representative(s)) of OakStar Bank has the authority to enter into a signed written agreement guaranteeing employment for a specific term.