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Supervise Customer Success and Business Development specialists, manage escalations and account retention, administer Salesforce, Zoom Contact Center, online account opening and chat platforms, ensure compliance with banking regulations (BSA/AML), train and coach team members, compile call analytics and KPIs, and support Deposit Operations and technology road map execution.

Analyze and validate production data from multiple systems (DNA, Salesforce, Encompass), build and maintain dashboards and reports, support users, manage Salesforce/Encompass profiles and permissions, perform QA/testing, collaborate with stakeholders to improve processes, and oversee secure data transmissions to external parties.

Support video production, multimedia, web content, and creative design tasks: edit video, design graphics, maintain CMS content, assist storyboards, perform QA, and help manage the digital media library while ensuring brand and compliance standards.

Provide Tier IV escalation support and lead administration of Microsoft 365, Windows Server, Active Directory, SharePoint, VMware, Citrix, and Duo. Manage patching, domain and endpoint standards, network troubleshooting, and documentation while mentoring junior staff and supporting upgrades and projects with on-call and hybrid work expectations.

Lead a credit team to underwrite and approve complex commercial loans, prepare credit memoranda, ensure policy and regulatory compliance, coach analysts, manage workflows, and collaborate with lenders and loan operations to support timely loan originations, renewals, and modifications.

Coordinate appraisal management between the bank and AMC/vendor appraisers. Review appraisals for compliance (USPAP, FIRREA), track orders and deadlines, input appraisal data, support underwriting with market research, manage vendor due diligence and appraiser performance, process fees/invoices, and participate in quality control and audits.

Drive local commercial and industrial business growth by sourcing prospects, generating commercial loans and deposits, partnering with Centers of Influence and internal teams, onboarding and expanding business customer relationships, and performing external calling and community networking. Collaborate with commercial bankers and retail offices to build referral sources and promote bank products and services.

Administer and optimize the bank's Salesforce environment (Sales, Service, Financial Services Clouds). Configure objects, flows, validation rules, page layouts, and Lightning UI; build reports/dashboards; manage users and integrations; lead Salesforce committees; triage support tickets; perform release impact evaluations; and collaborate on executive reporting, training materials, and compliance-related processes.