External Applicants: Please apply through Prosperity Bank's Career Center at https://www.prosperitybankusa.com/Careers. Applying through any other source may prevent Prosperity from receiving your application. Internal Applicants: If you are a current associate of Prosperity Bank, please apply through the internal Talent - Career Center in ADP. Prosperity Bank is an Equal Opportunity Employer.
POSITION PURPOSE
Responsible for the development, implementation, enhancement, and support of all E Services systems, technologies, and strategies. The E-Services Supervisor oversees the platforms for consumer online banking, consumer bill pay, consumer external funds transfers, consumer online account opening, and the support services for chat, secure support email, and general support email functionality for both end users and back office support. Performs direct supervisory duties of department staff and coordinates staff for coverage in all related areas. Performs indirect supervisory duties of Client Service Center department staff and assists with coverage for all Client Service Center managerial duties as needed. Ensures that various department goals are met within specified service level time and quality parameters, while delivering the highest standards of service to clients. Assures compliance with all banking policies and procedures, as well as all applicable state and federal banking regulations.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
- Oversees projects, validates releases, authorizes changes, and works closely with multiple back-office departments as it relates to the Bank’s consumer online banking, bill pay, external funds transfer, online account opening, and chat or email applications
- Maintains a direct line of contact to ensure open communication on all issues, projects, and enhancements between vendors and appropriate Bank personnel
- Participates in the development of marketing campaigns and new online product launches
- Identifies creative ways to resolve issues, and find alternate solutions or resources to satisfy both internal and external client needs
- Exercises discretion, independent judgment, and formulates policies or procedures to resolve current and future issues
- Develops and implements E Service systems, technologies and strategies to meet business goals
- Maintains and writes the HTML code for scripted responses, (canned answers, short codes, Service Level agreements, chat surveys) information library, operational procedures and quality control standards within the secure support system
- Coordinates available resources (e.g., staff, materials, etc.) for maximum results, and maintains detailed reporting on multiple department responsibilities.
- Including general emails, secure emails, LiveChat, manual online banking and bill pay registrations, eService department Virtual Help Desk support tickets, online account openings, online account follow-ups, and online account failures/ declines.
- Participates as a member of the Bank’s incident response team in the event of a technology emergency or breach in confidential information
- Demonstrates the ability to work with minimal supervision while performing duties; ensuring a timely response for all issues
- Responds to inquiries and assumes responsibility in the absence of staff members or in overload situations (via chat, email or phone); or refers inquiries to the appropriate department or person
- Remains proficient to be a subject matter expert on all consumer online banking items and manages staff in daily tasks including but not limited to:
- Consumer Online Banking and all solutions
- Consumer Bill Pay
- External Transfers
- eStatement Administration
- Consumer MRDC
- Debit Cards
- Consumer Loans
- Business Online Banking
- Processing Refunds
- Account Servicing requests (Stop Payments, Adjustments/ Refunds, etc.)
- Adjusting Interest for Maximum Checking Accounts
- All other research / support as needed
- Performs personnel actions including performance appraisals, ongoing development of personnel (monthly one on ones), disciplinary actions (Up to and including termination of direct reports), interviewing candidates for employment, and screening of candidates for both eServices and the Client Service Center as needed
- Performs highly detailed audits and maintains user access reviews for all consumer online banking products and services including but not limited to:
- Consumer Online Banking End User Access
- Bill Pay End User Access, Increase, and modifications
- eStatement removals / updates
- Bank personnel (Internal users) access change audits and reviews
- External Funds Transfer Access, Increases, and modifications
- Online New Account opening audits (for compliance flags, appropriate paperwork follow-up and other policy guidelines)
- Fraud prevention audits for consumer online banking, bill pay, and external funds transfers
- Deceased / collection client access updates
- Provides month end reports of the volume and usage for many facets of consumer online banking, consumer bill pay, consumer MRDC, consumer external funds transfer, LiveChat, consumer online account opening, consumer online banking mobile app usage and statistics.
- Develops, presents and attends various product knowledge and customer service training presentations including training for all branch location, client services, and eService personnel on consumer online banking functionality
- Reinforces the application of superior client service through his or her own example along with appropriate observations and follow through with clients and employees
- Effectively establishes and communicates goals to department personnel; attains commitment and implements a plan of action to ensure performance expectation and quality service are attained
- Acts as manager in the absence of the SVP/ Client Service Supervisor
- Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions
- All other duties as needed or required
The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this job description amended at any time.
SUPERVISORY RESPONSIBILITIES:
- Lead and manage team through training, developing, and coaching associates on a consistent basis
- Encourage others to set challenging goals and high standards of performance
- Inspire associates to define new opportunities and continuously improve the organization
- Celebrate and reward significant achievements of associates
- Present logical and persuasive case for proposals and positions
Assist team in addressing their individual strengths and development needs
QUALIFICATIONS
Education/Certification: Associate degree preferred. Two years of related experience and/or training; or the equivalent combination of education and experience. Work related experience must consist of customer service or financial services industry. Required Knowledge: Proficient knowledge of multiple browser types and browser functionality (e.g, cookies, trusted sites, privacy settings etc.).Intermediate knowledge of related state and federal banking compliance regulations.
Experience Required:
Skills/Abilities: Exceptional verbal, written and interpersonal communication skills; Organizational and time management skills with the ability to provide leadership, supervision and training experience using positive supervisory techniques to ensure maximum productivity; demonstrated ability in organization and delegation skills. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. Ability to deal with problems involving multiple facets and variables in non-standardized situations. Proficient with Microsoft Office Suite. Highly proficient in Microsoft Office Excel with a knowledge of creating custom formulas, vLookup, etc. Ability to make appropriate judgments and decisions with limited time and guidance. Excellent planning and organizational skills, including the ability to work independently on projects of high complexity with minimal supervision Ability to maintain confidentiality and instill trust within the organization. Must type at least 55 WPM; will be tested. Ability to multitask is essential.
PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly. Average Hearing: Able to hear average or normal conversations and receive ordinary information. Repetitive Motion: Movements frequently and regularly required using the wrists, hands, and/or fingers. Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery. Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.)
WORKING CONDITIONS
None: No hazardous or significantly unpleasant conditions (such as in a typical office).
MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
Reasoning Ability: Ability to apply logical or scientific thinking to define problems, collect data establish facts and draw conclusions. Able to interpret a variety of technical instructions and can deal with multiple variables. Mathematics Ability: Ability to compute discount, interest, profit, and loss; commission markup and selling price; and ratio, proportion, and percentage. Able to perform very simple algebra. Language Ability: Ability to read periodicals, journals, manuals, dictionaries, thesauruses, and encyclopedias. Ability to prepare business letters, proposals, summaries, and reports using prescribed format and conforming to all rules of punctuation, grammar, diction, and style. Ability to conduct training, communicates at panel discussions, and make professional presentations.
Hours: Monday - Friday 7:00 AM - 7:00 PM. (may vary) 40 hours per week