Job Type: Full-time
Summary: Responsible for the overall management of the bank’s online account opening process, including the customer journey, application processing, account opening, reporting, and customer onboarding via remote channels. Serves as a subject matter expert pertaining to online applications and the online account opening platform. Responsible for effectively managing application queues, online customer onboarding, initial engagement efforts, and the development/communication of reports. Monitors workflows and implements enhancements to ensure the online account opening platform remains relevant and meets evolving customer needs. Ensures highest levels of service delivery while partnering with other departments to preserve the assets of the bank and mitigate fraud.
Minimum/Essential Job Requirements:
Bachelor’s degree preferred; a minimum of 5 years of account opening/financial institution/contact center experience required
Extensive knowledge of online account opening platforms, workflows, and contact center operations
Excellent customer service, communication, follow-up, and organizational skills
Ability to multitask in high pressure environments and to successfully manage several concurrent, and sometimes competing, priorities
Ability to identify risks and potential fraud within the online account channel
Experience in drafting and editing policies and procedures, as well as in designing and managing account opening workflows
Strong technical, analytical, and problem-solving skills
Knowledge of banking regulations, compliance requirements, and best practices surrounding online account opening
Ability to work independently; demonstrates sound decision making skills
Proficient in Microsoft Suite, including Word, Excel, Power Point
Familiarity with basic HTML and JSON programming
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, LGBTQ, national origin, disability or protected veteran status.