Centralized Services Manager

SUMMARY

The Centralized Services Manager is responsible for the supervision of the Centralized Services Department which provides a full range of professional technical and general support to Sunwest Bank deposit clients. The team supports the sales team in onboarding new account relationships and servicing existing account relationships ensuring service level standards are met or exceeded. The incumbent oversees the efficient operation of department ensuring operational integrity efficient department processes proper setup of bank accounts and services managing service standards and security and safety in accordance with the Banks objectives. Ensures team members provide superior customer service to both internal and external customers through coaching guidance and team leadership.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Oversees all activities of the Centralized Services Department including ensuring new client relationships are onboarded successfully and ongoing servicing of accounts happens in accordance with bank standards.

Performs department tasks as needed when Specialists are unavailable.

Supervises evaluates and coordinates the activities of department team members such as: hiring firing training coaching performance management and evaluation disciplinary action handling grievances etc.

Evaluates risk and makes business decisions adhering to legal/regulatory and policy requirements.

Develops and implements policies and procedures as necessary for compliance or strategic purposes.

Resolves complex problems while maintaining risk mitigation practices.

Maintains an intricate working knowledge of products and services offered by the Bank (Cash Management/Treasury Products Deposit Products and Services and Account Analysis systems).

Maintains an intricate working knowledge of the needs of niche clients such as property management healthcare attorneys title and escrow etc. as well as the special requirements for their deposit accounts and reporting (as applicable).

Ensures the timely and accurate performance of critical deposit account servicing activities such as: file maintenance review 1031 account interest splits IOLTA and CTA reporting annual year-end reporting inactive and dormant account monitoring and the escheatment of abandoned property in accordance with the rules of each state.

Maintains expert knowledge of BSA/AML and OFAC policies and procedures and identifies and escalates unusual activity as needed.

Maintains expert knowledge of fraud and cyber threats and ensures all team members are aware of red flags to watch for and proper procedures required to protect clients and the bank from being victimized.

Supports the Sales Officers in their efforts to meet complex client needs.

Establishes and manages Service Level Agreements ensuring requests are processed timely and accurately delivering exemplary service and ensuring client satisfaction and retention.

Handles client requests and complaints with prompt professional and courteous attention. Identifies root causes of errors and escalates issues as appropriate.

Achieves individual objectives and goals and contributes to the accomplishment of those established for the department and bank:

o Ensures department milestones are met while adhering to approved budgets.

o Identifies and Implements improvements optimizing performance security and efficiency.

o Takes corrective actions as necessary when objectives are not being attained.

Informs the appropriate Bank Operations management team members of existing and potential problem areas in a timely manner.

Participates in projects with Sales IT and other Operations leaders to development solutions to meet client needs.

Ensures clear communication and understanding among all Operations team members of unique setup and requirements of each client.

Coordinates with Bank vendors when needed to resolve client inquiries.

Educates clients on account services and capabilities.

Troubleshoots systems issues for resolution. Liaise and advocate on behalf of the client and ensure a continuation of care when additional internal expert involvement is needed.

ADDITIONAL RESPONSIBILITIES

Demonstrates high degree of professionalism in communication attitude and teamwork with customers peers and management.

Demonstrates high level of quality work attendance and appearance.

Adheres to all Company Policies & Procedures and Safety Regulations.

Adheres to local state and federal laws.

Understands and complies with all company rules and regulations.

Attends training and maintains a basic knowledge of procedures to ensure compliance with laws and regulations governing financial institutions as they apply to your position and job responsibilities with an emphasis on the BSA/AML/CIP OFAC Regulation E Regulation CC Information Security Bank Protection Act FACTA-Identity Theft Information Technology and GLBA.

Additional duties as assigned related to the position.

SUPERVISORY RESPONSIBILITIES

This position manages a team of six to eight team members.

MINIMUM QUALIFICATIONS

Seven (7) years of banking experience including accounting and customer service/support experience required.

3-5 years managing Treasury Operations or HOA/Property Management Operations.

Experience in researching and resolving complex problems.

Strong verbal and written communications ability

Operate 10-key calculator by touch

Understanding of Windows-based personal computers

Understanding of Word and Excel

COMPETENCIES:

Adaptability

Communication

Decision Making

Initiative

Innovation

Motivator

Organization

Professionalism

Results Orientated

PHYSICAL DEMANDS: In general the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job.

Standing walking and squatting less than fifty percent of the work shift

Required to lift move and carry up to 40 pounds

Ability to read count and write to accurately complete all documentation and reports

Must be able to see hear and speak in order to communicate with employees and other customers

Specific vision abilities include close vision distance vision peripheral vision depth perception and ability to adjust focus

Manual dexterity required using hands to finger; handle feel and type; reach with hands and arms

(Check the box that applies by double clicking on the box.)

Sedentary: Limited activity no lifting limited walking

Moderate: Mostly standing walking bending frequent lifting

Light: Office work some lifting bending stooping or kneeling walking

Arduous: Heavy lifting bending crawling climbing

WORK ENVIRONMENT: In general the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job within the environment.

The work space is clean orderly properly lighted and ventilated with the proper safety compliance

Noise levels are considered moderate

Sunwest Bank Is an Equal Opportunity Employer

Sunwest Bank works with staff members and customers without regard to race ancestry national origin sex marital status age religion medical condition handicap disability or veteran status and to assist the Bank in maintaining its Affirmative Action Program.

Compliance with Bank Secrecy Act laws and regulations is considered an extremely serious matter and it is intended that Sunwest Bank through the purposeful efforts of its employees and officers are expected to make every resolute attempt to conform to its Bank Secrecy Act Program and Procedures. Failure to comply will be reflected in their performance review as well as in any bonus compensation programs in which they may participate.

Attend and complete all required classroom computer-based web-based and seminar training. It is the individual responsibility of every employee to maintain a current awareness and understanding of and to fully comply with Sunwest Banks Code of Ethics and Conduct. Each employee is also expected to maintain an awareness of the laws regulations internal policies and procedures that are appropriate for his/her position

Note: The preceding job description has been designed to indicate the general nature and level and work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties responsibilities and qualifications required of employees assigned to this job. All job descriptions can be amended without notice as warranted by business necessity.

SUNW