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Blue Foundry Bank Central Support Assistant Manager in Parsippany, New Jersey

Summary: The Central Support Assistant Manager is responsible for the
supervision of the Central Support department and the delivery of
exceptional levels of external and internal customer service. This
position manages two Central Support Specialists, and supervises all
deposit operations and various support functions of the department.
Partners with core operating system provider to create new deposit
products, update/enhance existing products, perform rate changes, and
manage the bank’s portfolio of deposit products. Ensures departmental
regulatory compliance and operational excellence. Responsible for
managing key functions including overdrafts, inclearing, returned
deposited items, quality assurance, merchant/mobile/ATM deposit
processing, user acceptance testing, data validation, red flags, Reg O,
levies, dormant, escheat, and B-notices. The Central Support Assistant
Manager serves as the department lead on all internal/external audits
and Compliance reviews. Gathers, organizes, delivers, and manages all
audit information requests and supporting documentation. Supports the
IRA and Special Accounts function within Central Support, and partners
with the IRA/Special Accounts Leader to ensure excellence in Individual
Retirement Account (IRA) service delivery and compliance. Minimum Job
Requirements: • Bachelor’s degree preferred, high school diploma or
equivalent required • At least three years retail/deposit operations and
banking experience • Experience in supervising retail operational
support functions preferred • Expert knowledge of core system
functionality; including account maintenance functions, product rate
changes, and deposit operations related processes • Excellent
leadership, interpersonal, communication, negotiation, collaboration,
internal/external service delivery, organizational, project management,
follow-up, prioritization, and time management skills • Extensive
knowledge of banking regulations, regulatory requirements, IRS rules
pertaining to IRAs, and operational workflows • Certified IRA
Professional (CIP), Certified IRA Services Professional (CISP), or
equivalent designation preferred, but not required • Ability to
successfully prioritize, participate in, and lead multiple
projects/implementations concurrently, while meeting established targets
and deadlines Specific Job Functions: • Supervises Central Support
Specialists and departmental functions to ensure operational excellence
and highest levels of internal/external service delivery • Performs
critical departmental functions including, but not limited to: • Remote
deposit processing (mobile and merchant) • Exception processing
(inclearing, non-post (file load) errors, and returned item adjustments)
• Returned Deposited Items • Customer Identification Program (CIP)
reviews • Quality Assurance, including new account reviews/verifications
• Overdraft processing (notices, monitoring, charge offs, and reporting)
• Bounce Proof Advantage discretionary overdraft program administration
• Dormant account reviews and escheatment • Advanced account research •
Operational and critical contact change/maintenance change reviews • Reg
D (monitoring, fee assessments, and related notices) • Reg O
(monitoring, reviews, and reporting) • Levy processing • Deposit account
rate changes • IOLTA reconciliation and reporting • Back up withholding
and B-notices • Red flag notices and associated reviews • Retail user
acceptance testing (UAT) and data validation • Bank check indemnities •
Develops and maintains deposit account disclosures and forms • Provides
exceptional levels of customer support, both internally and externally,
through all channels • Professionally, accurately, and efficiently
addresses all customer inquiries regarding departmental
functions/products and services; answers questions, researches complex
issues, and collaborates with supervisors in communicating important
information both to customers and internal partners • Supervises
discretionary overdraft program, deposit account disclosures,
dormant/inactive accounts, ATM deposit processing, overdrafts,
inclearing, returned deposited items, merchant processing, B notices,
back up withholding, IRS corrections, tax forms, escheat, red flag
notices, IRA/IOLTA/other special accounts, levies, batch and other
notices, deposit operations, and the bank’s portfolio of retail deposit
products and services • Responsible for departmental compliance with all
regulations and internal policies/procedures; ensures Central Support
team members maintain appropriate, high level of knowledge pertaining to
key functions and associated regulations (ex. IRAs, ACH, Reg E, Reg CC,
Reg O, etc.), while ensuring adherence to all pertinent banking
regulations, Customer Identification Program, and Know Your Customer
requirements • Manages all Central Support involvement in audits and
operations reviews; researches, retrieves, reviews, and communicates
information pertaining to all internal and external auditors and
Compliance department personnel; uploads requested data to secure
portals; serves as primary liaison with internal and external auditors;
participates in interviews with auditors as required; ensures the
accurate and efficient delivery of all requested materials • Retains
current knowledge of bank policies and procedures and ensures Central
Support Specialists adhering to such, including the Code of Conduct •
Supports the Central Support Manager in coordinating new product
development and implementation with core provider and internal teams,
ensuring products meet evolving needs of customers; partners with other
business units as necessary to facilitate the implementation of new
deposit products; implements deposit product rate changes • Coordinates
Central Support user acceptance testing and data validation efforts (ex.
new product/service implementations, system
changes/enhancements/implementations, promotional file uploads, customer
mailings, etc.); supervises all Central Operations quality assurance,
audit, controls testing (i.e., FDICIA), and operational review efforts •
Constantly evaluates products, services, workflows, and processes;
recommends and implements enhancements as necessary to ensure maximum
efficacy and efficiency • Administers various technology systems to
ensure Central Support Specialists and other employees have appropriate
levels of access; addresses/researches system issues and achieves
resolution • Interfaces with core operating system provider pertaining
to deposit products and operations; maintains an advanced knowledge of
bank operating systems and all products and services • Evaluates,
creates, and maintains departmental policies and procedures;
collaborates with manager and other departments to ensure procedures are
up to date, current, and coordinated across retail functions so
employees have the resources necessary to perform responsibilities and
meet customer needs • Manages, organizes, and maintains department
records, electronic files, shared drives, etc. to ensure ease of access
to information and compliance • Serves as Central Support expert on
iDentifi, ensuring all departmental forms and documents are
managed/archived appropriately • Supports the Processing Center Leader
to ensure all non-branch transactions, requests by mail, rate overrides,
rate changes, special account opening/maintenance, stop payments,
returned mail, IRA and other back office transactions are completed
accurately and efficiently; provides backup of critical functions and
ensures cross training of Central Support Specialists for appropriate
coverage of essential duties • Manages performance, coaching, and
development of Central Support Specialists, while driving employee
engagement and adherence to company values • Drafts and delivers
employee reviews; actively measures employee performance and provides
necessary coaching and development • Creates and manages staffing
schedules to ensure appropriate coverage of critical functions; manages
employee timecards in ADP payroll system, coordinates/approves vacation
requests • Monitors and ensures compliance with internal and external
service delivery standards, ensuring customers and employees receive
accurate, efficient, and consistently high levels of service •
Proficiently, accurately, and professionally handles customer, branch,
and contact center inquiries, while complying with established policies
and procedures • Maintains confidentiality of customer information by
complying with the Privacy Policy • Participates on and leads various
committees and project teams as needed, representing Central Support and
the retail operations perspective • Adheres to annual departmental
budget • Proficient in Microsoft Suite, including Word, Excel, and Power
Point • Attends seminars, reviews, industry literature, and participates
in training sessions as appropriate • Performs other duties as assigned
All employees should have knowledge of bank’s procedures and its
compliance as it pertains to their position. All qualified applicants
will receive consideration for employment without regard to race, color,
religion, sex, LGBTQ, national origin, disability or protected veteran