Director of Digital Banking & Customer Care
First United BankAbout the role
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The Position
Job Title
Director of Digital Banking & Customer CareJob Description
SUMMARY
The Director of Digital Banking & Customer Care is a senior leader responsible for the service-centered experience, operational execution, high performance & continuous improvement of First United’s digital banking platforms and Customer Care Center. This role ensures the delivery of seamless, secure, and exceptional experience across all digital and human-assisted channels. Commitment to First United’s vision to help others Spend Life Wisely through faith, financial well-being, health, and personal growth.
The Director leads enterprise efforts related to online and mobile banking, digital account origination, transaction servicing, fraud mitigation, and customer support. In addition, this role provides leadership to the Customer Care Center ensuring quality, efficiency, and alignment with First United’s values and service standards.
MAJOR DUTIES AND RESPONSIBILITIES
Digital Banking Strategy, Operations & Experience
Lead the daily operations and performance of First United’s digital banking platforms, including online and mobile banking for consumer and small business customers.
Oversee daily digital servicing operations including access issues, bill pay, A2A transfers, Zelle, and troubleshooting.
Collaborate with Retail, Technology, and Digital Product teams to improve the customer experience within digital channels focusing on ease of use, security, and satisfaction.
Manage digital process improvement, vendor issue resolution, and customer experience enhancements.
Online Account Opening & Digital Fraud Risk
Provide oversight for online account origination operations, ensuring streamlined workflows, qua
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