Supervisor of Online and Employee Account Services

Primary Office Location:626 Washington Place. Pittsburgh, Pennsylvania. 15219.

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Position Title: Supervisor of Online and Employee Account Operations

Business Unit: Retail Operations

Reports to: Director of Retail Branch Operations & Support

Position Overview:

This position is accountable for overseeing and executing the daily production of the Online & Employee Account Operations team. The incumbent is also responsible for the development of efficient online account onboarding processes and procedures, due diligence execution, and fraud prevention, ensuring adherence to policies to mitigate risk. Focusing on the Customer Experience and Retail requirements, the position will collaborate with the Digital Channels and PMO Teams as an SME throughout the design, testing, support, and monitoring phases of projects with Online Operations impact.

Primary Responsibilities:

Supervises a team of account specialists who provide daily dashboard monitoring, digital application review, fraud identification, onboarding, fulfillment, client communication, and servicing. Ensures all requirements and customer needs are satisfied in accordance with policy, procedures, and compliance requirements while ensuring SLAs are achieved.

Executes the onboarding of Online and Employee accounts on a daily basis, as needed, according to the published SLA. Incumbent is highly skilled in fraud risk identification and decisions online applications accordingly.

Incumbent will represent Retail Operations in the design of all new digital online account opening processes and will be accountable for establishing all account onboarding procedures. Works closely with PMO, Digital Payments, the Contact Center, and other departments to ensure new digital account processes are efficiently designed, tested, and supported in accordance with LOB requirements. 

Accountable for the daily servicing of the banking needs of FNB employees, including those at executive leadership levels. Ensures employee accounts meet the requirements of the FNB Employee Handbook and manage accordingly. Manages and researches highly sensitive employee banking issues and requests.

Leveraging data analytics and process mapping tools, produces daily production report and distributes to leadership as directed, identifies opportunities for streamlining digital account processes, and leads efforts to enhance process flow.

Performs other related duties and projects as assigned.

All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation’s risk management program.

F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines.  Compliance with regulatory laws and company procedures is a required component of all position descriptions.

Minimum Level of Education Required to Perform the Primary Responsibilities of this Position:

BA or BS

Minimum # of Years of Job Related Experience Required to Perform the Primary Responsibilities of this Position:

5

Skills Required to Perform the Primary Responsibilities of this Position:

Excellent management skills

Excellent customer service skills

Ability to work and multi-task in a fast paced environment

Excellent communication skills, both written and verbal

Excellent organizational, analytical and interpersonal skills

Detail-oriented

MS PowerPoint - Intermediate Level

MS Excel - Intermediate Level

Sound working knowledge of all Retail products, Argo applications, BPM, Navigator, Director, Relationship Manager. Incumbent must have a strong technical knowledge of all digital applications and client processes.

Licensures/Certifications Required to Perform the Primary Responsibilities of this Position:

N/A

Physical Requirements or Work Conditions Beyond Traditional Office Work:

N/A

Equal Employment Opportunity (EEO):

It is the policy of FNB not to discriminate against any employee or applicant for employment because of his or her race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, or status as a protected veteran. FNB provides all applicants and employees a discrimination and harassment free workplace.