Digital Banking Manager

SUMMARY / OBJECTIVE:The Digital Banking Manager provides leadership and oversight in the daily operations of the Digital Banking team; including the direct management of a team of Digital Banking Specialists. The Digital Banking Manager works to ensure the smooth operation of the bank’s online account opening (including both Northern Bank Direct and NBTC.com accounts) and personal online banking platforms.This role is expected to function as a “Player/Coach” – functioning as both the leader of the team of Digital Banking Specialists and actively fulfilling that role.ESSENTIAL FUNCTIONS:

• Manage the workload of internal and customer requests related to new online deposit accounts- including the timely resolution of escalations from digital ID authentication and verification services (IDA/IDV).
• Manage the workload of escalated personal online banking issues that cannot be resolved by “first line” customer support – either elsewhere in the Customer Success Team or throughout the bank.
• Coach and Cross-Train the team of Digital Banking Specialist to ensure each team member is capable of resolving both account-opening and online banking-related requests.
• Provide exceptional service level experience to clients and internal departments.
• Perform other duties as assigned.

JOB QUALIFICATIONS:

• Minimum of 5 years’ banking experience in the customer support or digital banking space
• Familiarity with bank regulations
• Excellent computer and technical skills
• Excellent interpersonal and customer service skills
• Excellent time management and organizational skills

About Northern Bank & Trust Company

Northern Bank is a full-service bank dedicated to providing practical, common sense financial solutions to help our customers live their lives and grow their businesses. From deposit products to loans to payment and collections services, we work hands-on with our entrepreneurial customers, both locally and across the country, to provide the financial support they need to realize their personal and business goals. Founded in 1960, Northern Bank has assets of over $3 billion with 12 locations serving communities throughout Middlesex County. Northern Bank is a Member of the FDIC, and an Equal Housing Lender. For more information on online banking services, please visit www.NBTC.com or follow Northern Bank on Facebook (/NorthernBankM A/), Twitter (@northernbankma), Instagram (@northernbankma) and LinkedIn (company/northern-bank-ma/).

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