AVP, Deposit Operations Assistant Manager

Bluestone Bank - Raynham, MA

Full-time - Mid Level

Onsite - Raynham, MA

About the position

The AVP, Deposit Operations Assistant Manager is responsible for overseeing and supporting all Deposit Operations, Digital Banking, and Cash Management products and services at the bank. This role includes direct supervision of the Customer Care Center Manager and involves maintaining, upgrading, or implementing various deposit-related products and services. The Assistant Manager ensures efficient servicing of deposit accounts, prepares management reports, responds to auditors, and provides quality support to bank staff and customers through ongoing training. The position also involves problem-solving, policy establishment, and maintaining compliance with regulations while managing risks associated with deposit operations.

Responsibilities

• Administer and support all Deposit Operations, Digital Banking, and Cash Management products and services.
• Supervise the Customer Care Center Manager and ensure efficient customer service.
• Monitor customer service levels and assist staff in resolving customer issues.
• Establish and modify policies and procedures for efficient operations.
• Provide guidance and leadership to ensure compliance with service standards and fraud prevention requirements.
• Oversee timely and accurate processing of department activities in accordance with regulations.
• Manage item processing, overdraft processing, and exception processing for transactions.
• Serve as a knowledge resource for the IT department regarding user access and entitlements.
• Handle IRS reporting and end-of-year processing for deposit products.
• Manage dormancy and abandoned property processing and problem resolution.
• Collaborate with the bank's core processor to address ongoing issues and system capabilities.
• Support the Deposit Operations Officer with new product implementation and testing.
• Assist with legal summonses and subpoenas, coordinating research activities as needed.
• Develop and maintain the department's business continuity plan and testing activities.
• Prepare quarterly IOLTA remittance and set up new IOLTA accounts.
• Provide back-up support to the department and branches as needed.
• Write and update department procedures and maintain knowledge of deposit operations systems.
• Attend meetings, seminars, and educational programs related to deposit operations.

Requirements

• Associate's Degree in Business Management, Accounting, or a related field preferred.
• High School Diploma required.
• Five or more years of progressively responsible bank Deposit Operations or Retail Banking leadership experience.
• Strong working knowledge of business deposit products, cash management services, and ACH and wire services.
• Extensive experience with legal issues associated with deposit account and operations functions.
• Thorough knowledge of bank products, policies, and procedures, including specialized commercial services.
• Experience managing a core system and outsourced service vendors.
• Demonstrated ability to solve problems effectively and proven effective oral and written skills.
• Excellent verbal communication, technical writing skills, and presentation skills.
• Proficient in Microsoft Office (Excel, PowerPoint, Word, and Outlook) and online meeting software.

Nice-to-haves

• Customer Care or Call Center experience preferred.