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E-Services Supervisor – Full Time
Prosperity Bank. Develop, implement, enhance, and support E-Services systems, technologies, and strategies .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing E-Services systems and consumer online banking products while ensuring compliance with banking regulations. Proven ability to lead teams, enhance customer service, and coordinate projects effectively.
Highest-signal resume keywords
E-Services Systems ManagementConsumer Online Banking ExpertiseBanking Compliance RegulationsMicrosoft Office Excel ProficiencyLeadership and Staff Development
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
HTML Code MaintenanceProject CoordinationPerformance AppraisalsUser-Access ReviewsData ReportingCustomer Service TrainingProblem ResolutionPolicy FormulationIncident Response ManagementMultitasking
Soft Skills
Exceptional Communication SkillsOrganizational SkillsTime Management SkillsInterpersonal SkillsJudgment and Decision-Making
Tools & Technologies
Microsoft Office SuiteBrowser Functionality KnowledgeChat Support PlatformsEmail Support SystemsOnline Banking Platforms
Industry Keywords
Financial Services IndustryConsumer Bill PayExternal Funds TransfersOnline Account OpeningService-Level AgreementsConfidentialityClient ServiceContinuous ImprovementTraining and DevelopmentSedentary Work Capability
About the role
Key responsibilities & impact- Develop, implement, enhance, and support E-Services systems, technologies, and strategies
- Oversee consumer online banking, consumer bill pay, external funds transfers, online account opening, chat, secure support email, and general support email platforms
- Supervise department staff and coordinate coverage across related areas
- Coordinate projects, validate releases, authorize changes, and work with back-office departments
- Maintain communication between vendors and Bank personnel regarding issues, projects, and enhancements
- Participate in marketing campaigns and new online product launches
- Resolve issues and develop alternate solutions for internal and external client needs
- Formulate policies and procedures for current and future issues
- Maintain HTML code for scripted responses, canned answers, short codes, service-level agreements, chat surveys, information libraries, procedures, and quality standards
- Coordinate staff and resources and maintain detailed reports across eService functions
- Participate in the Bank’s incident response team during technology emergencies or confidential-information breaches
- Respond to inquiries via chat, email, or phone and provide coverage during staff absences or overload situations
- Serve as subject matter expert on consumer online banking products and manage staff’s daily tasks
- Conduct performance appraisals, monthly one-on-ones, personnel development, disciplinary actions, interviewing, and candidate screening
- Perform detailed audits and user-access reviews for online banking products and services
- Prepare month-end reports on volume and usage across online banking, bill pay, MRDC, transfers, LiveChat, account opening, and mobile-app activity
- Develop, present, and attend product knowledge and customer service training
- Reinforce superior client service and communicate departmental goals and performance expectations
- Act as manager in the absence of the SVP/Client Service Supervisor
- Lead, train, develop, coach, and support associates
- Encourage challenging goals, continuous improvement, and high performance
- Perform other duties as needed or required
Requirements
What you’ll need- Associate degree preferred
- Two years of related experience and/or training; or the equivalent combination of education and experience
- Work-related experience must consist of customer service or financial services industry
- Proficient knowledge of multiple browser types and browser functionality, including cookies, trusted sites, and privacy settings
- Intermediate knowledge of related state and federal banking compliance regulations
- Exceptional verbal, written, and interpersonal communication skills
- Organizational and time management skills
- Leadership, supervision, training, organization, and delegation skills
- Ability to interpret written, oral, diagram, or schedule instructions
- Ability to handle problems involving multiple facets and variables in non-standardized situations
- Proficient with Microsoft Office Suite
- Highly proficient in Microsoft Office Excel, including custom formulas and VLOOKUP
- Ability to make appropriate judgments and decisions with limited time and guidance
- Excellent planning and organizational skills; ability to work independently on complex projects with minimal supervision
- Ability to maintain confidentiality and instill trust
- Must type at least 55 WPM; will be tested
- Ability to multitask
- Ability to work Monday–Friday, 7:00 AM–7:00 PM, with hours varying
- Sedentary work capability, including sitting most of the time and occasionally exerting up to 10 pounds of force
Benefits
Comp & perks- 40 hours per week 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score