AVP, Digital Banking Experience Manager

About the Role

The Digital Banking Experience Manager oversees the daily operations, staff, and technology of Lowell Five Bank’s digital banking platform for both consumers and small businesses. This position ensures secure, efficient service delivery, manages risk and compliance, supports customer troubleshooting, and develops the Digital Banking team.

Responsibilities

Bank Operations & Customer Experience

• Monitors digital banking platform for reliability and security, ensuring high-quality service levels; opens service cases and works with vendors to resolve issues.
• Participates in hands-on ACH processing: utilizes fraud tools to mitigate risk prior to funds leaving the Bank, responds to or delegates customer secure messages, and adheres to a daily schedule to ensure timely file delivery; reviews and acts on all online account openings.
• Reviews and completes all daily digital banking reporting and cross-checks for accuracy; provides regular metric reporting on digital banking and related responsibilities.
• Maintains compliance with state/federal regulations (BSA/AML) and internal security policies; manages risk related to electronic banking, external transfers, and ACH origination.
• Assists internal and external customers with complex and investigative digital platform issues.
• Utilizes AI to assist with solutions, workflows, and other aspects of digital banking when appropriate.
• Maintains, reviews, and reports on other ancillary digital systems.

Product Development

• Implements, tests, and enhances new online banking services and product updates to boost customer adoption rates; provides digital banking solution suggestions to improve customer experience.
• Researches and makes recommendations to senior management on ways to increase digital banking usage, products, and services.
• Maintains effective communication and information sharing across departments, including training for new and existing digital products; identifies opportunities to implement digital banking enhancements.
• Maintains a strong working knowledge of Bank products and services, as well as industry trends and developments that may impact digital banking or customer needs.

Professional Development

• Creates and fosters an inclusive team environment; promotes the Bank through community activities and professional organizations.
• Supervises, trains, and mentors the Digital Banking team.
• Prepares and delivers performance evaluations, makes compensation recommendations, and aids with goal setting to develop team members.
• Resolves routine personnel problems.
• Collaborates with Human Resources on hiring decisions as necessary.
• Performs other duties as needed.

Requirements

• Bachelor’s degree in business or finance, or equivalent experience strongly preferred.
• 4+ years of experience in Digital Banking, Deposit Operations, and/or Retail Banking, including knowledge of ACH processing and electronic regulations.
• Minimum of 2 years of management experience and proven leadership capabilities.
• Experience managing a digital banking solution, Q2 preferred.
• Strong technical skills and working knowledge of computer programs and applications, including Microsoft Office Suite, Fiserv DNA, Salesforce (or related CRM), and Synergy strongly preferred.
• High degree of initiative, dependability, and ability to work independently.
• Extremely organized, with the ability to multi-task, prioritize, and adapt to change while assimilating new information quickly.
• Must be willing and able to report to Headquarters in Tewksbury five full days a week.