Internal Support Manager

ABOUT YOUR ROLE:
Responsible for ensuring that exemplary customer care is provided in all department interactions for the branch network and other internal customers. Responsible for administration, operational efficiency and compliance related to the Internal Resource Center. Oversees the Ancillary Branch Services department in the Retail Support Services Manager's absence to ensure the Bank's IRA retirement account plans, CIF maintenance, the processing of levies and subpoena research are done in accordance with procedure as well as delivering internal customer support.
WHAT YOU WILL DO:
1. Manages Internal Resource Center team and ensures all functions are completed according to procedures.
2. Primary back-up for Retail Support Services Manager in their absence.
3. Manages issuing of Qwickrate CDs and timely wiring of maturing funds.
4. Manages the monitoring and implementation of all regulatory rules and revisions pertaining to all IRC procedures and provides effective and timely communication and training regarding all procedures updates.
5. Manages the branch portion of cash delivery services by setting up new user and assisting with issues.
6. Assists with managing the CIF maintenance and processing related to levies and branch-related subpoena research.
7. Performs various functions to support the cost effective operation of the department including the preparation and monitoring of the annual budget, preparation of monthly budget variance reports, and the review of all billing invoices.
8. Maintains rate changes requested from Regional Presidents for deposit products.
9. Communicates with Retail Support Services Manager on department activities and advises of significant problems or issues.
10. Manages the ongoing development of the IRC including (but not limited to) telecommunications systems, operational systems, creation of workflows and scripts, development of procedures, and schedules and/or preforms appropriate training.
11. Trains staff on key behaviors to drive the success of the Internal Resources Center including handling internal customer calls, preforming ancillary tasks, as necessary, and meeting KPIs.
12. Ensures all staff is proficient in current operational policies and procedures and Bank products.
13. Participates in the research, development and implementation of special projects, provides support for new products and services, and the development of and changes to associated Retail operations and systems procedures.
14. Consults regularly with various internal partners such as Compliance, Security, Deposit Operations, Loan Servicing and the Retail Managers to ensure proper development of operational processes.
15. Assists inquiries from branch personnel and ensures timely responses within established departmental guidelines.
16. Oversees the bank's foreign money exchange program.
17. Acts as subject matter expert on Retail operating procedures and systems.
18. Foster and overall satisfactory audit compliance and regulatory environment. Perform a procedure review to ensure all department and branch procedures are current and remediate any audit findings.
19. Responds to internal customer inquiries and requests to insure proper and favorable resolution while adhering to Bank policies.
20. Utilizes reports and transaction processing to monitor for and report potential suspicious activity.
21. Assists with conversions and integration of acquired institutions.
22. Manages and performs annual esc heat processing and reporting bank-wide and ensures all state compliance requirements are met.
23. Manages and performs annual Holiday Club processing.
24. Manages and performs IOLTA account maintenance and IOLTA monthly reporting.
25. Ensures compliance with all regulations governing the banking industry, as well as employment and labor laws, agency guidelines and organization policies.
26. Manages the compliance requirements for Retail Support Services to ensure files are maintained in accordance with regulations.
27. Ensures that all staff members meet compliance and disclosure requirements and are cross trained in all.

WHAT WE EXPECT OF YOU:
* Proficiency in MS Office Suite.
* Analytical and technical skills along with logical thought processes are also required.
* Effective written, oral, and interpersonal communication skills.
* Strong ability to successfully balance competing priorities in a fast paced environment.
* Comprehensive knowledge of retirement accounts and associated regulatory requirements, in addition to a working knowledge of Fiserv system or equivalent system.
* Understanding of the Bank's retirement account products and policies.
* Ability to effectively advise and train Branch personnel on retirement account plans and related matters.