Reporting to the Electronic and Online Banking Manager, the Online Banking Supervisor is responsible for planning, organizing and supervising the daily functions and activities of the Online Banking Department. Assist Management with identifying opportunities to enhance department efficiencies and processes. Provides a variety of support services in conformance with established Bank policies, procedures and objectives. Performs any functions necessary, within scope of authority and expertise, to provide the highest level of service and responsiveness to customers.

• Supervises and oversees the activities of departmental staff for day-to-day operations. Conducts periodic performance evaluations; provides ongoing counsel, training, development and motivation. Participates in the hiring, salary, promotion and termination recommendation process. Monitors team’s progress in completing their goals and provides assistance when necessary.
• Serves as the point of contact for staff questions related to department activities, policy and procedures.
• Serves as subject matter expert providing guidance for complex questions and procedural information.
• Keeps abreast of system changes within the division and ensure updates are made to departmental policies and procedures manual as required.
• Conducts call monitor sessions and delivers results to staff.
• Assist Management in obtaining necessary documents for audit, exams, internal process reviews, etc.
• Prepares and reports on team and system metrics.
• Maintains proficiency in contemporary Online Banking and bill payment systems including regulatory compliance and industry developments. Recommends procedural changes to support prescribed requirements.
• Meets or exceeds assigned personal and departmental service goals; educates, coaches and motivates staff to recognize and fulfill service and operations expectations. Provides a broad range of customer services and answers inbound calls and emails as needed. Researches and resolves customer issues and problems.
• Represents the Bank through participation in community and industry activities. Actively promotes interest in the Bank.
• Be on call outside normal working hours to support customer service and technology issues.
• Provides customer feedback to other departments and acts as a liaison providing communication updates.
• Ensures full compliance with the Bank’s Information Security Policies and Procedures.
• Performs related and unrelated duties as may be requested.
• Supervisory Scope: Oversees the development and activities of the Online Banking Customer Service Representatives.

Education

• Associate's Degree or equivalent is Required

Work Experience

• 3+ years retail banking and/or banking operations experience is Required and
• 1-2 years in a supervisory position is Required

Additional Requirements

• Demonstrated supervisory ability. Strong communications, interpersonal and organizational skills. Attention to detail.

Knowledge, Skills, and Abilities

• Demonstrated knowledge of online banking functions.
• Effective communication, interpersonal and organizational skills.
• Effective communication, interpersonal and organizational skills.
• Ability to multi-task and have effective time management skills.
• Must possess at least intermediate technology skills including knowledge of Microsoft applications.
• Must be able to have scheduling flexibility. Hybrid Eligible.
• Effective managerial, organizational, problem solving and customer services skills.
• Demonstrated working knowledge of the Bank’s products and services.
• Proficient in various office equipment including personal computer, Microsoft Office applications and peripheral devices.
• Must be flexible with scheduling and able to work extended or weekend hours.

The expected annual pay range for this role is $55,243 to $91,158. This pay range is the annual salary we in good faith expect to pay for this role at the time of posting. Actual compensation paid may fluctuate higher or lower than the posted range and the range may be modified in the future due to several factors including, but not limited to, relevant experience, certifications, and qualifications, internal equity, adjustments to the requirements and responsibilities of the job, business needs, and economic and market data.

Middlesex Savings Bank is an Equal Opportunity Employer/protected Veterans/Individuals with Disabilities