<p>SUMMARY:</p> <p>The Fidelity Direct Manager is responsible for leading and managing the daily operations of the Fidelity Direct contact/call center. This role ensures the delivery of exceptional customer service, operational efficiency, and compliance with all regulatory and internal standards. This position will oversee staffing, scheduling, performance monitoring, coaching, and reporting, while fostering a high-performing, service-oriented team culture. Collaboration with internal departments and leadership teams is essential to support organizational goals and continuous improvement initiatives.</p> <p>PRINCIPAL ACCOUNTABILITIES:</p> <p>Time: Description:</p> <p>20% Team Leadership and Staff Oversight:</p> <p>Provide daily leadership and supervision to the Fidelity Direct team, ensuring consistent staffing and operational coverage. Create and manage weekly schedules to support the team's responsibilities and ensure tasks are completed accurately and on time. Support performance management through regular evaluations, disciplinary guidance, and the development of career advancement plans. Actively participate in coaching and mentoring efforts, identifying individual strengths and areas for improvement, and implementing targeted strategies to enhance performance. Ensure all team members receive comprehensive and timely training, especially when processes change or new products and services are introduced. Maintain current, well-documented procedures and ensure strict adherence to established policies and compliance standards.</p> <p>20% Customer Experience and Communication Management:</p> <p>Ensure the consistent delivery of superior customer experience while adhering to all established policies, procedures, and regulatory requirements. Respond promptly and professionally to inquiries and resolve issues from customers, branch personnel, and internal team members in a courteous and efficient manner. Foster clear, accurate, and timely communication across Fidelity Direct, internal departments, branch networks, and customer channels to support seamless service and collaboration.</p> <p>20% Internal Support and Operational Requests:</p> <p>Respond to calls and emails from branch and internal associates to provide support on a variety of operational issues, including password resets, wire transfer verifications, debit and mobile deposit limit adjustments, and the setup or removal of recurring transfers and overdraft protection for savings/checking accounts. Offer guidance on Bank policies, procedures, and system-related inquiries. Process E-forms and perform account maintenance related to deposit accounts, debit cards, and online banking services on behalf of branches. Review and resolve items on the Bill Pay and Zelle reports for closed accounts or relationships. Manage employee termination emails by adjusting system access and converting accounts as needed. Update paper statement fees, complete the source capture end-of-day process, and address issues related to the Voice Response Unit (VRU).</p> <p>20% Internal Customer Digital Banking Support:</p> <p>Handle inbound calls from customers regarding digital banking services, including but not limited to, Online and Mobile Banking, Digital Wallets, CardHub, Mobile Deposits, Alerts, Zelle, Bill Pay, External Transfers, and Debit Card inquiries. Respond to voicemails and emails submitted through the Fidelity Bank website and Online Banking platforms. Provide user setup assistance and troubleshooting support to ensure smooth access and functionality of digital banking products and services.</p> <p>10% Call Data Reporting:</p> <p>Collect, analyze, and distribute monthly call data statistics to the Fidelity Direct team to support performance awareness and operational improvement. Ensure reporting is accurate, timely, and aligned with key performance indicators (KPIs) such as call volume, average handle time, abandonment rate, and service level compliance. Collaborate with internal stakeholders to prepare detailed call data reports tailored for Executive Management, Branch Management, Regional Operational Officers, and the Learning and Development team which are used to identify trends, evaluate service efficiency, inform training needs, and support strategic decision-making across the organization. Assist in interpreting the data and providing actionable insights to help drive continuous improvement in customer service and call center operations.</p> <p>10% Project Support:</p> <p>Provide support for a variety of projects and initiatives as assigned by the Deposit Operations Manager.</p> <p>BASIC QUALIFICATIONS:</p> <p>Bachelor's degree with a minimum of 4 years in bank operations, customer service, and leadership roles or an equivalent combination of education and experience.</p> <p>ADDITIONAL QUALIFICATIONS:</p> <ul> <li>Excellent computer skills including knowledge of Microsoft Office products. </li><li>Exceptional verbal, interpersonal, and written communication skills. </li><li>Ability to work on multiple assignments with speed, accuracy, and attention to detail. </li></ul> <p>PREFERRED QUALIFICATIONS:</p> <p>Supervisory and call center experience preferred. FiServ Precision Core, Business Process Manager, Integrated Teller, Source Capture, Client Central, and Online/Mobile Banking with BillPay, External Transfers and Zelle experience preferred.</p> <p>The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.</p> <p>They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.</p> <p>Affirmative Action/Equal Opportunity Employer</p>