Job description

Description: Join the Bank that shares success with others! As a locally managed mutual bank, South Shore Bank is driven by the needs of communities rather than the demands of investors. You can help us serve as a trusted advisor to the people, businesses and organizations that make our communities stronger. We also provide a competitive benefit package with Medical, Dental, Vision, Flexible Spending, Dependent Care, Child Care Subsidy, Retirement, Life Insurance and many other benefits.
Assist the Digital Banking Manager with the day-to-day operations of the Client Information Center, digital reporting, digital training, and onboarding.
Works closely with various South Shore Bank and subsidiary functional areas to ensure the successful and accurate implementation and ongoing delivery of all digital banking and related integrated services within established service level expectations. Directs and oversees the digital systems, platforms, processes, and personnel responsible for directly and efficiently supporting consumer and business users.
Accountabilities & Measures
Key Accountabilities
1. Model behaviors consistent with SSB values to foster an effective culture.
2. Ensure timely and successful delivery of digital banking products and integrated services.
3. Ensure high levels of client service, experiences, and support standards are being achieved constantly.
Success Measures
1. Client satisfaction levels are met or exceeded
2. Deepened penetration rates for all digital channel products and services
3. Successful adherence to all compliance requirements
4. Timely resolution of all client feedback
5. Deployment of ongoing internal educational programs surrounding Digital products and services
ESSENTIAL DUTIES AND RESPONSIBILITES

• Oversees daily activity of the inbound contact center; monitors inbound call arrival patterns throughout the day; and identifies changes in call volumes and takes immediate action to ensure adequate telephone coverage is available to minimize abandon call rates and maintain service level objectives.
• Assist the Digital Banking Manager in implementing and achieving business strategies aimed towards offering services on the bank’s digital platforms and thus increasing the penetration and usage.
• Assist the Digital Banking Manager with reporting and managing the Digital Channel Power BI Dashboard.
• Identify key risks, issues, and opportunities for client engagement in digital channels and provide appropriate strategies for mitigations.
• Assist in the management of key projects and initiatives to deliver positive outcomes in line with business deadlines.
• Manage the online account opening platform and the onboarding process.
• Track and report on all digital related downtime and malfunctions (ATMs, ITMs, Online Banking, Mobile Banking, Bill Pay etc.)
• Oversee & monitor Digital Banking operational functions that are related to quality control and compliance.
• Listen to team members’ feedback and resolve (or escalate) any issues or conflicts.
• Anticipate escalation and take over calls when needed.
• Satisfactorily completes all required compliance training and complies with all regulations which apply within the scope of the position.

SUPERVISORY RESPONSIBILITIES
Supervises a minimum of seven direct report. Carries out supervisory responsibilities in accordance with the Bank’s policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performances; addressing complaints and resolving problems. Identifies when to escalate performance and or performance concerns to the Digital Banking Manager or Digital Banking Officer.

• Conducts bi-weekly one-on-one meetings; tracks and monitors coaching sessions; and works with team members to achieve their goals.
• Conducts monthly staff meetings.
• Recognize high performance, reward accomplishment and motivate team members.
• Oversee the staffing & scheduling process.

Consider this description to be the foundation of your job, not its boundaries. Expect to participate in internal and external training sessions and activities not described here which enhance the quality of service to the customer
Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
At minimum two years retail banking or banking call center experience required. An additional two to five years’ experience managing multiple employees. Supervisory responsibilities in a fast-paced operations environment. Demonstrated success at being self-directed with independent ability to translate assignments into plans and actions. Experience performing high level research, troubleshooting, analysis, and issue resolution, including those related to system interfaces. Proven strong client service and communication skills, both verbal and written.
LANGUAGE SKILLS
Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, clients, and the general public.
MATHEMATICAL SKILLS
Ability to calculate figures and amounts such as discounts, interest, rates, percentages, and apply basic arithmetic and mathematics to help resolve problem situations.
REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand and sit. The employee is occasionally required to walk. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus. Some travel is required.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
KEY POINTS
It has been and will continue to be the policy of South Shore Bank to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, sex, color, religious creed, religion, national origin, citizenship status, age, disability, pregnancy, ancestry, military service, or veteran status, genetic or carrier status, marital status, sexual orientation, or any classification protected by applicable federal, state, or local laws.
At South Shore Bank, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. We believe in Shared success and We before Me. Through a variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

Job Type: Full-time

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