ASSISTANT MANAGER DEPOSIT OPERATIONS

POSITION TITLE: ASSISTANT MANAGER

DEPARTMENT: DEPOSIT OPERATIONS

LEVEL: 107

FLEXIBLE WORK PROGRAM ELIGIBILITY CODE: Hybrid Work (HW)

FUNCTION:

Under the direction of the VP Deposit Operations, the Assistant Manager develops and directs the deposit operations team to achieve efficiency in maintaining the Bank's objectives. This individual will coordinate department meetings and work to build a team of individuals dedicated to providing internal and external customers with exceptional customer service. Demonstrates a willingness to do more than is required or expected by embracing the Bank's mission statement and core values, which will improve results and morale as well as create new opportunities.

RESPONSIBILITIES:

1. Manages the Deposit Operations Department by tracking daily, weekly, and monthly tasks list to ensure all tasks are completed in a timely manner.
2. Backup for research and resolve Advice Adjustments, reconciling the Branch out of balance end of day cash letter.
3. Research and resolve Federal Reserve Check Adjustment outages.
4. Back up for Remote Deposit Capture balancing.
5. Monitors staff to ensure the department is adhering to all policies and procedures of the Bank.
6. Assists with responding to audit requests. Implement procedure changes with response to any findings.
7. Research and attend training sessions to keep abreast of current regulatory changes and issues and adjust department processing tasks as needed.
8. Review and approve department file maintenance, and end of day proofs.
9. Back up for processing and balancing the Federal Withholding items,
10. Back up for processing and remitting IOLTA remittance monthly.
11. Work with accounting in balancing the Federal Reserve account reconciliation.
12. Provides telephone support and research assistance to internal and external customers as it pertains to checking, savings, and term certificate questions and issues.
13. Maintain a working relationship with all third-party vendors, review all third-party software upgrades to ensure changes do not affect department procedures.
14. Serve as a member of the deposit rate committee and other committees as requested.
15. Develop and maintain operational procedures, personnel training, and ongoing program functions. This includes coordination and communication with staff, Solutions Center, and Branch personnel to ensure they are explaining Overdraft Protection, Regulation E, and overdraft protection options correctly at account opening, and when responding to customer inquiries.
16. Offer guidance, training, and assistance to Branches and Solutions Center personnel on best practices when attempting to collect overdraft balances.
17. Coordinates with Pinnacle Strategies personnel to ensure optimal operation of the overdraft program. Including implementation of program changes, as recommended by Pinnacle, and approved by management.
18. Review daily report of overdrafts and system decisioning. Where necessary, follow up with appropriate personnel to review manual decisions on items returned or paid.
19. Educate and work with customers on ways to avoid overdrafts and alternative overdraft protection options for covering overdrafts.
20. Ensures that the following is being completed within established operating procedures and provides guidance and coaching as needed:
    1. Communication with account holders whose accounts have been overdrawn and ensures letters are mailed to account holders when necessary to ensure the account holder is aware of the overdrawn balance and to encourage them to deposit sufficient funds to cover the overdrawn balance.
21. Assists with processing and tracking charge-offs and recoveries of charge-off amounts.
22. Embraces the Bank's commitment to Salesforce by seeking and recognizing opportunities to refer our customers and new business to different areas of the Bank, Partners Insurance Group, BayCoast Financial Services, Plimoth Investment Advisors, and BayCoast Mortgage.
23. Strongly encouraged to utilize and track referrals through Solutions to ensure proper credit and recognition.
24. Utilize Salesforce to document and enhance the customer experience.
25. Performs additional duties as requested or assigned.
26. Works with and coaches' staff to improve efficiency in handling daily tasks, provide training on new procedures.
27. Coaches each staff member to provide exceptional service to both internal and external customers.
28. Assists in performing annual performance appraisals, interviews for new hires, recommend promotions, salary adjustments, and discipline and personnel conflicts.
29. Review staff time sheets and monitor attendance records.
30. Responsible for ensuring that all staff are adequately trained with respect to product knowledge, Customer Centric service standards, processes, and procedures, identifying weaknesses and working with the Operations Officer to motivate, coach and develop for improvement.
31. Administers personnel policies and procedures as established by the institution.
32. Assumes additional responsibilities as requested. Overtime will be required during high volume periods to keep work up to date.

Knowledge/Skills/Experience Requirements:

• Some college experience or 8 years of extensive banking knowledge is required, preferably relating to bank operations (ACH, Reclamations, Overdraft Programs, Wire Transfer Systems, etc.)
• NCP and/or AAP certifications preferred.
• Familiarity with all Bank products and services, as well as all Government and State banking regulations.
• Excellent communication skills both verbally and written with an in-depth knowledge of Microsoft Word and Excel.
• Must be well organized, detail oriented, accurate with the ability to accept and make changes quickly.
• Supervisory or team lead related experience who can motivate, encourage and coach staff members.

Equipment Used:

General office equipment.

Physical/Work Condition Requirements:

In the performance of respective tasks and duties, the employee is expected to successfully perform the essential functions of the position. Reasonable employee accommodation for physical or mental disabilities will be considered on a case-by-case basis. While performing duties the employee is required to sit, talk, hear, lift 20 lbs., and may be required to work evenings and/or weekends, attend remote meetings and/or travel.