Coordinates the workflow and daily operations of the Lockbox Department to ensure daily customer and posting deadlines are met. Provides support to the Lockbox Supervisor on a daily basis: assumes Supervisor role in his/her absence. Assists with daily processing of customer accounts when workload is heavy. Assists with system programing changes, testing and implementation of system updates and onboarding of new accounts. Provides telephone support to corporate and commercial customers for lockbox products and services. Completes account adjustment requests in conjunction with customer support inquires. Responsible for appropriately elevating issues to the Lockbox Supervisor or Operations Support Manager II when necessary. Responsible for updating procedures and policies manuals. Provides subject matter expertise on all Lockbox applications.

Responsibilities

• Coordinate morning preparation duties with the staff, performing quality assurance of inbound mail, including helping to sort mail, reviewing the PO Box checklist and contacting the Post Office in the event of a suspected PO box that was missed during mail retrieval. Partner with the Courier Services Coordinator and third party messenger service to arrange Post Office pickups or deliveries, and ensure customer pickup/deliveries are on schedule. Communicate issues, delays or changes to the Lockbox Supervisor, Operations Support Manager II, Lockbox staff, and when necessary, the customer. Monitor and assess daily workflow and work distribution & reprioritizes as needed. Eliminate workflow bottlenecks by ensuring all areas are staffed according to workload. Ensure daily tasks are completed on time, including delivery and verification of the Image Cash Letter; scanning and successful submittal of the Branch Capture work, and delivery verification of all customer time sensitive packages. Elevates resource or staffing concerns and employee issues to the Lockbox Supervisor. Ensure staff follows mandated protocols for accounts containing sensitive medical information. Compile, analyze and report volume and productivity statistics to the Lockbox Supervisor. Provide feedback to the Lockbox Supervisor and Operations Support Manager II for performance appraisals. Suggest improvements, mentor, and coach Lockbox employees on account procedures, productivity and achieving work related goals. Assist and monitor cross training of all employees on each account and job functions. Monitor and review error rate ratios, departmental standards, and employee productivity rates to ensure account standards are met. Conduct one on one bi-monthly employee productivity and error reviews.

• Provide overviews, tours, and training to team members, other departments, management trainees, branch personnel and potential customers as requested. Responsible for training and product updates, for both new and existing employees. As upgrades and or new products and services are introduced, will be responsible for training and educating Lockbox staff. The Lockbox Team Leader will also be responsible for updating procedures and policies relative to product implementation, onboarding and service delivery. As part of the overall service delivery, this position will be responsible to ensure that customer accounts are processed according to customer requirements. Subsequent to implementation and training, will provide ongoing support to customers. Provide customer support for Lockbox within 24 hours of inquiry by researching and collaborating with the appropriate departments and employees. Complete corrections for processing errors, and provide supporting documentation to customers both internal and external. Provide the appropriate follow up to ensure superior customer service and Lockbox product satisfaction. Suggest processing changes or alterations to enhance the Customer Experience.

• Provide subject matter expertise on all lockbox applications and software systems and machinery, including OPEX equipment, TMS processing software, Ceresoft processing software, CertainScan scanning software, Nautilus, Signature and Aperio. Remain knowledgeable of all Lockbox processes and account specifications; provide support as needed to areas of production. This position will be expected to serve as a technical resource and to interact with internal and external vendors. Able to troubleshoot equipment and software issues. Maintains an excellent relationship with vendors while holding them accountable for monthly preventative maintenance and software updates. Place service calls to vendors and ensure equipment is repaired in a timely manner.

• In Supervisor’s absence, compile and enter payroll data via Workforce and authorize Paid Time Off. Take inventory and order supplies. Complete daily reconcilements of department General Ledger accounts. Research any outstanding open items with supporting documentation and notations. Complete month end reconcilements for review by the Supervisor and approval of the Operations Support Manager II.

Qualifications

Education

• High School Diploma or equivalent. (Required)

Experience

• 2 or more years Banking operations, preferably in a high volume payment processing capacity. (Required)

Other Duties as Assigned by Manager

This role may perform other job duties as assigned by the manager. Each employee of the Organization, regardless of position, is accountable for reading, understanding and acting on the contents of all Company-assigned and/or job related Compliance Programs, regulations and policies and procedures, as well as ensure that all Compliance Training assignments are completed by established due dates. This includes but is not limited to, understanding and identifying compliance risks impacting their department(s), ensuring compliance with applicable laws or regulations, and escalating compliance risks to the appropriate level of management.