Digital Solutions Manager

Job Details

Job Location

Headquarters - Midland, TX

Position Type

Full Time

Education Level

High School

Job Category

Management

Description

General Summary:

Under general supervision,the Digital Solutions Manager is responsible for supervising and assisting the Digital Solutions department with services for existing customers, acquiring new business, cross-selling bank product and services.

Principal Responsibilities and Duties:

Responsible for staying up to date on and complying with all applicable banking laws and regulations as well as CNB policies and procedures.

Directly manages employees in Digital Solution Department.

Responsible for the support of the Bank's Digital products and services.

Oversees the daily operations of all Digital Solutions department functions, takes ownership, and ensures timely response and resolution of customers issues, maintains knowledge of internal resources to mitigate disruption of services to customers, communications recurring or serious issues to management.

Reinforces the application of superior customer service through their own example along with appropriate follow through with involved customers and employees and conducts specific periodic meetings and presentations of this topic with all staff members.

Responds to inquiries or refers inquires to the appropriate department or person.

Consistently applies superior decision-making techniques pertaining to inquiries, approvals, and requests as they apply to existing policies and procedures, keeping within assigned approval limits and using these instances as learning tools for employee development.

Gathers data and prepares reports for management, audits, and other personnel.

Plays a positive role in the development and growth of assigned department staff through excellent communication skills, both verbal and written, along with strong delegation skills assuring a highly cross-trained staff.

Answers telephones, answers questions and directs callers to proper Bank personnel.

Assumes responsibility for various department functions in the absence of staff members or in overload situations.

Completes administrative tasks correctly and on time, supports the Bank's goals and values, and benefits the Bank through outside activities.

Provides a full range of customer service-oriented telephone and e-mail support activities to customers and Bank personnel by greeting customers professionally, responding to inquiries of a specific or general nature, determining appropriate response or direction for the caller, and issuing messages.

Resolves customer concerns, problems, and discrepancies by clarifying issues within given authority; researches and explores answers and alternative solutions, reconciles accounts, enters corrections, reverses customer fees or charges with the concurrence of Bank management, and escalates unresolved problems or issues.

Review work for compliance with established policies and procedures.

Provide coaching to Digital Solutions Specialists to increase understanding of job duties.

Drive accountability for assigned initiative, limit risk exposure and create efficiencies as appropriate.

Review and execute contracts with customers as required.

Follow through on referral and develop leads in order to promote and sell service, negotiate rates, and continue to provide customer service when technical issues arise.

Assess products and services to ensure that the needs of potential and existing customers are met, for example:

Treasury services, digital wallets, merchant services

various reports

extensive telephone assistance with customers.

Call on potential and existing customers to develop new business, expand existing business, maintain good customer relations, and ensure proper servicing as needed.

Train lending and branch personnel on all CNB Advantage products and services. Prepare training materials ranging from PowerPoint presentations to informational packets.

Install Business Advantage products at the customer's office and train the customer and/or their personnel in using the products as needed.

Cross-sell other services of the Bank during the on-site visit as needed.

Test and aid in the development of new products and services. Communicate regularly with core processor.

Maintain regular and punctual attendance.

Work cooperatively with others.

Performs other duties as required or assigned which are reasonably within the scope of the duties in the job classification. Qualifications

Skills and Abilities Required

Broad knowledge of departmental operations, policies, procedures, and computer-generated reports.

Ability to deal effectively and tactfully with customers and the personnel of other departments.

Good understanding of operations in other departments.

Good knowledge of computer-generated reports and procedures as they affect departmental operations.

Ability to type and above average aptitude for figures.

Ability to make good judgments in order to make appropriate on the spot decisions following standard office policies and past precedents.

Excellent problem-solving skills to properly handle customer problems and determine whether request for confidential information should be furnished or refused.

Ability to adapt to technological changes and apply new knowledge to responsibilities.

Well-developed oral and written communication skills. Certification/Education and Experience

Computer skills: Windows, MS Word, Excel, PowerPoint, typing and 10-key.

Six months to one year Banking experience preferred.

2 years of management experience preferred. Working Conditions

This job operates in a professional office environment requiring appropriate business attire.

Load noise level produced by bank equipment.

Considerable effort and eyestrain from continuous computer use.

The incumbent in this position must be able to accommodate to reading documents or instruments, detailed work, problem solving, reasoning, math, language, presentations, verbal communication, written communication, analytical reasoning, stress, training others, multiple concurrent tasks, and constant interruptions. Travel

Travel to customer offices to install Business advantage products 30% of the time will require reliable transportation. Physical requirements

Move office equipment, and files weighing 10+ pounds.

Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.

Must be able to remain in a stationary position for long periods of time to process work.