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 Bluestone Bank. This role includes direct supervision of the Customer Care Center Manager and involves managing the maintenance, upgrade, and implementation of 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.

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.
• 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 security officer on fraud-related investigations.
• Support the Deposit Operations Officer with new product implementation and testing.
• Assist with legal summonses and subpoenas related to deposit operations.
• Develop and maintain the department's business continuity plan and testing activities.
• Prepare quarterly IOLTA remittance and set up new IOLTA accounts.
• Coordinate with Retail Banking and Customer Care Center for branch processing and problem resolution.
• Provide backup support to the department and other areas as needed.
• Write and update department procedures and train new users on deposit operations systems.

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 merchant remote deposit services.
• Experience with ACH and wire services, data processing, and related services.
• Two or more years of experience managing and leading others.
• Extensive experience with legal issues associated with deposit accounts and operations functions.
• Thorough knowledge of bank products, policies, and procedures, including specialized commercial services.
• Experience managing a core system and outsourced service vendors.
• Extensive experience with payment services, item processing, and statement rendering.
• Knowledge of logical access controls related to Core Service entitlements.
• Demonstrated problem-solving abilities and effective communication skills.

Nice-to-haves

• Customer Care or Call Center experience preferred.