Digital Banking & Onboarding Lead

Description

An Exciting Opportunity to Help Shape the Future of Digital Banking

Cape & Coast Bank is growing, and so is our Digital Channels team! We’re excited to add a Digital Banking Manager to this evolving department and are looking for someone who is energized by technology, problem-solving, and creating better experiences for customers and employees.

This is an opportunity to take ownership of the technology that powers how our customers bank with us every day. You’ll work across digital banking, mobile banking, online account opening, integrations, vendors, and new technology - bringing together business needs, technology, and customer experience to make things work better.

If you’re someone who enjoys figuring out how systems work, leading technology projects, solving problems, working with vendors, and turning ideas into improvements, this is an opportunity to make a meaningful impact while helping shape a growing area of the Bank.

ESSENTIAL RESPONSIBILITIES

• Serves as the primary business owner and platform administrator for consumer and business digital banking, mobile banking, online account opening, digital onboarding tools, and assigned ancillary integrations.
• Manages platform configurations, product settings, workflows, entitlements, disclosures, customer communications, and feature functionality in accordance with approved business requirements, policies, controls, and vendor capabilities.
• Owns the online account opening platform and experience, coordinating product setup, application workflows, identity verification, funding, disclosures, decisioning, fulfillment, exception handling, and handoffs to internal departments.
• Leads implementation of new digital banking and account opening features, vendor releases, integrations, upgrades, and product enhancements from requirements gathering through testing, deployment, stabilization, and post-implementation review.
• Manages vendor tickets, support cases, defects, incidents, and enhancement requests; establishes priorities, maintains documentation, coordinates escalations, communicates status, and drives issues through resolution.
• Develops business requirements, process maps, test plans, test scripts, implementation plans, procedures, and user documentation for digital initiatives and operational changes.
• Coordinates user acceptance testing, regression testing, production validation, release readiness, and change management activities with Operations, Information Technology, Risk Management, Compliance, Marketing, and other stakeholders.
• Monitors digital banking and online account opening performance, including enrollment, utilization, application volume, conversion, abandonment, exceptions, feature adoption, system availability, and ticket resolution metrics.
• Identifies root causes of platform and process issues and implements sustainable improvements that reduce customer friction, manual work, operational risk, and repeat support needs.
• Maintains current procedures, platform inventories, configuration records, control documentation, vendor records, release notes, and audit evidence for assigned systems.
• Coordinates internal and external audits, examinations, risk assessments, access reviews, and compliance requests for assigned digital platforms and processes.
• Manages day-to-day third-party relationships for digital banking, online account opening, and ancillary functionality, including Segmint, Savvy Money, wire processing, fraud and identity tools, and other integrations as they evolve.
• Partners with the Director of Digital Experience & Product Strategy to translate approved roadmaps and customer experience priorities into executable requirements, delivery plans, releases, and measurable operational outcomes.
• Serves as a subject matter expert and escalation resource for digital banking and online account opening, providing guidance, training, and clear communication to employees and leadership.

The above is a description of the ordinary duties of the position. It should be expected that from time to time, other duties related and unrelated to the above, may be assigned and, therefore, required.

Our history of success and commitment to exceptional customer service starts with our employees and we are seeking candidates who share our vision of excellence and distinction. In addition to working with our engaged and exceptional team members, the successful candidate will be provided with competitive salary and outstanding benefits that include health dental and vision…