Customer Care Digital Banking Operations Supervisor

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The Position

Job Title

Customer Care Digital Banking Operations Supervisor

Job Description

SUMMARY
This role is responsible for leading, supporting, and ensuring the effectiveness of Digital Operation Specialists. The individual will focus on daily operations, team performance, process efficiency, and problem resolution across digital banking channels, including online banking, and
online account opening.

The Supervisor will play a key role in coaching and developing the team, monitoring performance, ensuring smooth operations, and addressing challenges proactively. This position requires strong task management, high interpersonal skills, and attention to detail to keep digital banking operations running smoothly while delivering excellent service to customers.

MAJOR DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)
1. Team Supervision & Development

• Directly oversee Digital Operation Specialists, providing daily guidance, coaching, and support.
• Conduct regular one-on-one check-ins to provide feedback, address concerns, and develop team members.
• Foster a positive team culture by promoting collaboration, accountability, and high morale.
• Lead by example, ensuring that all team members uphold First United’s values and customer care standards.
• Assist with hiring, onboarding, and training new employees to ensure smooth integration into the team.

2. Operational Oversight & Process Execution

• Monitor daily workflows and digital banking operations to ensure efficiency and compliance with policies.
• Identify process bottlenecks and provide practical solutions for improving team performance.
• Maintain thorough knowledge of First United’s digital banking platforms, processes, and policies.
• Ensure compliance with security, audit, and regulatory standards in digital banking operations.

3. Proactive Problem-Solving & Issue Resolution

• Act as the first point of escalation for customer and internal team issues related to digital banking services.
• Identify and respond proactively to operational challenges, such as technology disruptions or service issues.
• Work closely with IT, customer service, and operations teams to resolve customer facing and internal issues quickly.
• Pay close attention to data, reports, and trends to detect recurring problems and suggest improvements.

4. Communication & Cross-Team Coordination

• Effectively co