Online Banking Manager

At Richwood Bank, our purpose is to inspire, protect, and celebrate anything that makes communities thrive. Have you ever wanted to work for a company that exceptionally lives its values? One hundred and fifty years ago, we began as a small community bank. Today, we are still a community bank – as well as a payroll processing team, a marketing agency, a coffee shop, and more. We have flipped the switch on traditional banking. Yet, we have always aimed to provide the very best customer experience, contribute to the greater good of our local communities, and make every effort to be the best employer in the area with a company culture that works hard to develop, recognize, and award its team members. Richwood Bank has a comprehensive benefits package for full-time employees including, but not limited to, medical and wellness program, dental, vision, employee assistance plan, life insurance and supplemental short-term disability. Full time and part time employees have access to a 401(k) plan, and enhanced Wellness program, tuition reimbursement, and tons of professional development opportunities! The Online Banking Manager is the system administrator and responsible for performing operational and technical support duties of Online Banking but is not limited to Retail or Business Online Banking/Mobile Banking, ACH, Online Wires, Positive Pay, Bill Payment, Remote Deposit Capture, Mobile Deposit Capture. Product owner for all ancillary products in online banking. Provides a full range of professional, technical, and general support to Bank personnel; monitors system operation; resolves problems; submits and manages cases; work with IT on interfaces and security. Provides Online Banking services to prospects, existing customers, and Bank personnel; and describes the features and benefits of Online Banking products and services. Performs daily tasks; prepares and reviews reports and participates in special department projects. Maintains Electronic Banking Policy for Richwood Bank. Coordinating efforts with IT and other department heads to keep us compliant and up to date. Richwood Bank prides itself on a unique company culture and all team members should be active and engaged participants. Essential Functions

• Provide Online Banking expertise for Richwood employees as they serve customers with Online Banking needs, including hardware and software troubleshooting and diagnosis.
• Pull Online Banking reports and perform manual clean-up of data (inactive, eStatement changes, removing closed accounts from Bill Pay, etc.)
• Serve as the primary contact for Online Banking knowledge in the bank, including knowledge of processes, systems, policy, and procedures.
• Process Online Banking operational functions; complete and maintain Online Banking product and service documentation, procedures, and forms.
• Assist in developing and maintaining training on online banking products and act as a resource for Richwood employees.
• Proactively look for ways to solve Online Banking problems and to improve Online Banking processes, reporting, etc.
• Ensure remarkable customer experiences in our digital and remote service channels. Resolve customer complaints and issues promptly and communicate all customer service-related issues/problems to management.
• Perform market research to stay abreast of the rapidly evolving payments and digital channel space. Conduct competitive product and pricing analyses for profitability review.
• Assist in periodic reviews of product offerings or bundling, customer surveys, and recommend product and service upgrades and enhancements to meet competitive products.
• Participate in implementing new Online Banking products, testing, and post-implementation support of online banking service products, including product marketing, to increase awareness and adoption rates both internally and externally.
• Keep informed of current activities in the Online Banking field, including new products and other general information about customers.
• Work closely with Education, branches and departments for Online Banking products and services.
• Maintain knowledge and ensure compliance with all applicable State and Federal banking regulations, bank policies, and procedures, including but not limited to the Bank Secrecy Act/Anti-Money Laundering Program and Information Systems Security Policies. Timely completion of Compliance training.
• Deal with Vendors for online banking and ATMs. Holding them to their SLAs and approving invoicing for services related.
• Ensures work completed is accurate and appropriate. Verifies and validates all data to confirm accuracy and reliability. Paying close attention to details of all information received and entered

Skills And Abilities

• Strong written and verbal