Digital Banking Operations Leader

Herring Bank; Amarillo (TX); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Vision insurance

401(k)

401(k) matching

Dental insurance

Job summary

Herring Bank is seeking an experienced Digital Banking Services Manager to lead our Digital Banking team and oversee the delivery of exceptional customer service across our digital channels. The role manages the bank’s contact center, online account opening and maintenance, and supports digital product implementations, system upgrades, and regulatory compliance.

The ideal candidate will optimize operations, improve accuracy, and foster continuous improvement in a fast-paced banking environment.

Qualifications

• High school diploma or equivalent.
• 3–5 years of banking experience.
• Strong customer service, communication, and problem-solving skills.
• Excellent organizational skills with the ability to manage competing priorities.
• Working knowledge of banking operations, account documentation, and regulatory requirements.
• Ability to analyze operational reports, identify trends, and implement improvements.

Responsibilities

• Lead, coach, train, and develop the Digital Banking team to ensure high-quality customer service.
• Manage team schedules and daily operations to maintain appropriate contact center coverage.
• Monitor performance metrics, service levels, call quality, and customer satisfaction.
• Oversee customer support through phone, chat, email, and secure messaging.
• Resolve escalated customer concerns and identify opportunities to improve service delivery.
• Oversee online account opening for consumer and business customers, ensuring documentation and compliance.
• Review account maintenance requests, including address changes and signer updates.
• Serve as a subject matter expert for online and mobile banking platforms.
• Manage digital banking user access, system permissions, and reporting.
• Coordinate with internal departments and vendors to troubleshoot system issues and implement improvements.
• Oversee the setup and ongoing support of digital banking services, including online bill pay, ACH and wire origination, and RDC.
• Support digital banking system upgrades, conversions, and new product implementations.
• Develop and maintain procedures, training materials, and resources for employees and customers.
• Identify opportunities to improve digital banking functionality and operational efficiency.
• Ensure compliance with applicable banking regulations, including BSA/AML, CIP, Regulation E, Regulation CC, and Nacha Operating Rules.
• Monitor account documentation, customer verification procedures, and internal controls.
• Identify and upscale potential fraud, suspicious activity, and operational risks.
• Support internal audits, compliance reviews, and regulatory examinations.
• Maintain accurate and current departmental procedures.

Skills

Team leadership

Customer service

Communication

Problem solving

Organizational skills

Regulatory knowledge

Education

Bachelor’s or Associate degree in Business/Finance

Job description

Herring Bank is seeking an experienced Digital Banking Services Manager to lead our Digital Banking team and oversee the delivery of exceptional customer service across our digital channels. The role manages the bank’s contact center, online account opening and maintenance, and supports digital product implementations, system upgrades, and regulatory compliance.

The ideal candidate will optimize operations, improve accuracy, and foster continuous improvement in a fast-paced banking environment.