[Remote] Digital Operations Team Lead

Note: The job is a remote job and is open to candidates in USA. MVB Bank is an innovative financial holding company providing services to individuals and corporate clients throughout the United States. The Digital Operations Team Lead serves as a senior operational resource, guiding Digital Operations Analysts in supporting online banking products and services while ensuring quality control and process improvement.ResponsibilitiesMaintain quality control and check back standards through reviews of all completed digital maintenance activitiesTrack team performance and adherence to standards via metric reporting and performance dashboardsCoach and train Digital team members on processes, communication and performance improvementReview internal procedures for accuracy and enhancement updatesPerform daily administration duties to include, but not limited to, building and coding online banking profiles as per procedures and client agreements, daily report monitoring, and enrolling or updating businesses products and services (i.e. ACH, wire, Remote Deposit Capture, bill pay, positive pay, Estatements)Facilitate, install and train new Online Banking, Remote Deposit Capture and Positive Pay clientsAssist Retail, Commercial, and Treasury teammates with sales presentations of online banking and RDC productsProvide one-on-one end-user, tier two issue resolution support for consumer and business products and services via phone, email or through chatSupport mRDC, mobile banking, and bill paySupport testing and implementation of changes relating to business online banking features (including ACH, wires, positive pay, etc.)Identify problems and/or potential problems and take the necessary steps to resolve or escalateRoutinely provide enhancement recommendations or efficienciesRoutinely provide training support for internal MVB teammates and other lines of businessProvide back-up support to other department rolesWork with minimal supervisionSkillsBachelor's degree in Business Administration, Information Technology, Finance, or a related field; or equivalent combination of education and experienceMinimum 5 years of experience in digital banking operations, online banking support, or a related function within the financial services industryDemonstrated experience coaching, mentoring, or providing work direction to team membersWorking knowledge of consumer and business online banking platforms, including product setup, maintenance, and troubleshootingKnowledge of applicable state and federal banking compliance regulations and bank operational policiesProficiency in MS Office Suite and OutlookStrong time management skills with the ability to prioritize competing demands across individual and team-level responsibilitiesEffective oral, written, and interpersonal communication skills with the ability to interpret documents, write reports and correspondence, and communicate clearly with clients and teammatesAbility to work in a fast-paced environment and manage multiple workstreams simultaneouslyAbility to analyze and resolve complex problems involving multiple facets and variables in non-standardized situationsExperience with Jack Henry and Q2 digital banking platformsPrevious experience leading quality assurance reviews or audit-readiness activities in a banking operations environmentExperience developing or maintaining performance dashboards and operational metricsBenefitsMedical, Dental and Vision InsuranceHealth Savings Account (HSA), Health Reimbursement Account (HRA) & Flexible Spending Accounts (FSA)Short- and Long-Term Disability PlanGroup Life Insurance401K Salary Deferral PlanWellness ProgramEducation & Tuition Expense ReimbursementPTO and Unique Vacation Purchase ProgramNationwide Pet Insurance CoverageCompany OverviewMVB Bank provides saving accounts, wealth management, and digital banking services. It was founded in 1999, and is headquartered in San Francisco, California, USA, with a workforce of 201-500 employees. Its website is https://mvbbanking.com/.