E-Services Supervisor Plano

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CALL CENTER ASSOC Full Time Dept Supervisor Plano Operations, Plano, TX, US

Prosperity Bank is an Equal Opportunity Employer.

POSITION PURPOSE

Responsible for the development, implementation, enhancement, and support of all E Services systems, technologies, and strategies. The E-Services Supervisor oversees the platforms for consumer online banking, consumer bill pay, consumer external funds transfers, consumer online account opening, and the support services for chat, secure support email, and general support email functionality for both end users and back office support. Performs direct supervisory duties of department staff and coordinates staff for coverage in all related areas.

Performs indirect supervisory duties of Client Service Center department staff and assists with coverage for all Client Service Center managerial duties as needed.

Ensures that various department goals are met within specified service level time and quality parameters, while delivering the highest standards of service to clients. Assures compliance with all banking policies and procedures, as well as all applicable state and federal banking regulations.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Oversees projects, validates releases, authorizes changes, and works closely with multiple back‑office departments as it relates to the Bank’s consumer online banking, bill pay, external funds transfer, online account opening, and chat or email applications
• Maintains a direct line of contact to ensure open communication on all issues, projects, and enhancements between vendors and appropriate Bank personnel
• Participates in the development of marketing campaigns and new online product launches
• Identifies creative ways to resolve issues, and find alternate solutions or resources to satisfy both internal and external client needs
• Exercises discretion, independent judgment, and formulates policies or procedures to resolve current and future issues
• Develops and implements E Service systems, technologies and strategies to meet business goals
• Maintains and writes the HTML code for scripted responses, (canned answers, short codes, Service Level agreements, chat surveys) information library, operational procedures and quality control standards within the secure support system
• Coordinates available resources (e.g., staff, materials, etc.) for maximum results, and maintains detailed reporting on multiple department responsibilities.
• Including general emails, secure emails, Live Chat, manual online banking and bill pay registrations, eService department Virtual Help Desk support tickets, online account openings, online account follow‑ups, and online account failures/ declines.
• Participates as a member of the Bank’s incident response team in the event of a technology emergency or breach in confidential information
• Demonstrates the ability to work with minimal supervision while performing duties; ensuring a timely response for all issues
• Responds to inquiries and assumes responsibility in the absence of staff members or in overload situations (via chat, email or phone); or refers inquiries to the appropriate department or person
• Remains proficient to be a subject matter expert on all consumer online banking items and manages staff in daily tasks including but not limited to:
• Consumer Online Banking and all solutions
• External Transfers
• eStatement Administration
• Consumer MRDC
• Debit Cards
• Consumer Loans
• Business Online Banking
• Processing Refunds
• Adjusting Interest for Maximum Checking Accounts
• All other research / support as needed
• Performs personnel actions including…