Electronic Services Manager
EAST TEXAS PROFESSIONAL CREDIT UNION · Administration Building - Longview, TX 75605
Responsible for planning, organizing, scheduling, and directing the activities of the Electronic Services Department. Oversees all card operations, digital support and e-banking/RDC functions, reporting, and projects. Develops and implements departmental policies and procedures and modifies as needed. Ensures that department activities are conducted in accordance with established standards. Assists in the resolution of difficult or sensitive situations. Trains, coordinates, supervises, and appraises staff. Ensures that services are delivered professionally and efficiently.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
1. Assumes responsibility for the development and implementation of effective departmental policies, procedures, and planning.
a. Develops policies, procedures, and standards. Conducts periodic reviews of existing policies and procedures to ensure effectiveness and relevance.
b. Participates in the strategic planning process by developing short and long-term goals and growth plans. Takes lead role in project planning and implementation.
c. Executes established operational goals and ensures that corporate-wide plans and programs are complemented and supported.
Card Operations
a. Serves as primary point of contact with card processing vendor.
b. Monitors and assists card operations staff with daily reports, account creation and maintenance, processing charge offs, and distributing/balancing instant issue card inventory.
c. Manages ticket queue with card processor to ensure all issues are efficiently resolved.
d. Manages gift card inventory/orders gift cards for branches.
e. Balances GLs as needed. Digital Support
f. Resolves escalated mobile banking, internet banking and bill pay issues.
g. Assists staff with chat, mobile messaging and corporate email messaging functions as needed.
e-Banking/RDC
h. Assists staff with mobile/ATM deposit reporting, processing, and related account maintenance as needed.
General
i. Monitors and evaluates work quality, efficiency, and productivity. Ensures that completed work is of the highest quality. Provides suggestions for improved service delivery. Seeks opportunities for process improvement.
j. Tracks workflow, ensures that deadlines are kept, and that records are complete and accurate.
k. Coordinates, schedules, and directs Department functions. Schedules leaves and ensures adequate personnel coverage.
l. Performs and assists with complex or sensitive functions as required. Performs miscellaneous duties as needed.
3. Effectively supervises Department staff, ensuring optimal performance.
a. Provides leadership to Department personnel through effective objective setting, delegation, and communication. Conducts staff meetings as required and informs personnel of policy and procedural changes. Discusses areas needing improvement and encourages employee suggestions and ideas.
b. Ensures that personnel are well-trained, effective, and optimally positioned. Identifies training needs and develops appropriate training programs. Conducts training sessions and cross-trains as appropriate.
c. Ensures that staffing levels are adequate. Interviews, hires, and assigns personnel.
d. Conducts performance appraisals as required. Establishes goals with each employee. Formulates and implements corrective actions as needed. Completes salary reviews.
e. Assists and supports personnel as needed.
4. Assumes responsibility for ensuring that professional business relations exist with members, vendors, and trade professionals.
a. Represents the Credit Union in contacts with business and trade professionals.
b. Ensures that requests, questions, and problems are courteously and professionally resolved.
c. Ensures that the Credit Union's reputation is maintained both internally and externally.
5. Assumes responsibility for establishing and maintaining effective communication and coordination with Credit Union personnel and with management.
a. Assists and serves branches and departments as needed.
b. Keeps Management informed of area activities and of any significant problems.
c. Completes reports, records, and other documentation as required. Prepares a comprehensive monthly report on Department activities.
6. Assumes responsibility for related duties as required or assigned.
a. Ensures that work area is clean, secure, and well maintained.
b. Stays abreast of changes in card processing programs and procedures.
c. Completes special projects as assigned.