Customer Solutions & Deposit Operations Manager

At Ixonia Bank, we pride ourselves on our core values which are evident in our work, how we interact with each other, & how we take care of our customers. We believe every individual counts! Our highly-qualified, driven employees continually strive to give Ixonia Bank customers a personal banking experience. If you are interested in joining the Ixonia Bank team, we invite you to check out opportunities that match your skills and talents. We offer rewarding careers, all within a professional and friendly work environment.

Principal Duties and Responsibilities:

• Lead, schedule, train, and support Customer Solutions and Deposit Operations staff; maintain department procedures and provide ongoing coaching.
• Oversee daily customer solutions activities, including external-transfer reviews, debit-card orders and checkbacks, fraud notifications, travel notices, disputes, mobile deposits, online-banking enrollments, and shared email inboxes.
• Oversee deposit operations, including posting, balancing, filing, research, reconciliation, account maintenance, document scanning, and deposit-related records.
• Provide responsive support to customers and employees, resolve escalated service issues, and ensure consistent, high-quality customer service.
• Oversee wire activities and support ATM/debit card, ACH, electronic banking, and related deposit products and services.
• Manage deposit platforms, core-system parameters, account-analysis settings, service-charge types, fee codes, website administrator access, and required agency reporting or transmissions.
• Research and resolve processing errors, answer operational questions, and coordinate tickets with FIS regarding product issues, changes, outages, and data-processing concerns.
• Partner with other departments to complete customer account maintenance, including eStatement enrollment and address changes.
• Participate in the setup, testing, implementation, and launch of new deposit and electronic-banking products, projects, and system changes.
• Complete assigned audit, compliance, security, project, and committee responsibilities and maintain adherence to internal policies and external regulations.

Job Knowledge, Skills and Abilities: (Competencies)

• Proficiency with Windows, Microsoft Office products, and banking applications.
• Knowledge of deposit operations, account maintenance, item processing, document scanning, ATM/debit card processing, ACH, wires, and electronic banking products.
• Knowledge of FIS data processing, core specifications, deposit platforms, and system administration.
• Strong leadership, training, organization, problem-solving, and error-resolution skills.
• Detail-oriented, dependable team player with a strong customer-service focus and the ability to maintain confidentiality.
• Compliance - Must possess and/or have ability to exhibit an understanding of and compliance with applicable federal and state banking laws and regulations, and/or have and obtain the ability to acquire an understanding, as a prerequisite to the all Ixonia Bank positions w/ direct banking responsibilities and accountabilities.
• Language Skills - Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Mathematical Skills - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Reasoning Ability – Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
• Computer Skills - Basic to advanced computer skills required.
• Customer Service Skills - Manage difficult or emotional customer situations; Responds promptly to customer needs.
• Interpersonal Skills - Maintains confidentiality.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations.
• Attendance/Punctuality - Is consistently at work and on time.
• Dependability - Follows instructions, responds to management direction.

Education, Experience or Equivalent: High school diploma or general education degree (GED) required. An associate or bachelor’s degree in accounting, finance, business, or a related field is preferred. Two to three years of accounting, advanced customer service, deposit operations, or equivalent bank back-office experience is preferred. Knowledge of Ixonia Bank products, systems, and banking procedures is preferred; prior leadership or supervisory experience is also preferred.

Specific Skills: Excellent customer service, communication, math, proofreading, analytical, computer, and leadership skills; working knowledge of bank back-office and electronic-banking operations preferred.