Hybrid Digital Customer Service Manager bei Bank of Utah

I am Amy Ricci, Digital Branch Success Manager at the Bank of Utah. Founded in 1952, Bank of Utah is one of Utah's largest, privately owned community banks. Nasdaq ranked us Best Bank in Utah for 2025! Here we strive to unlock the potential of our team members, clients, and community. We act with integrity in every decision, build trust through every interaction, and exceed expectations at every opportunity. We seek to responsibly create lasting prosperity today and for generations to come.

We are currently looking for a Digital Customer Service Manager to work Monday - Friday at our Branch located at 2605 Washington Blvd., Ogden UT. The Digital Customer Service Manager (DCSM) is responsible for supporting customers that use the digital channel to open accounts.  In addition to helping customers with questions and technical support, they will conducting the necessarily backend administration for these accounts.  This individually needs to be personally committed to consistently creating a great customer experience by providing effective technical support and careful and timely management of administrative/operational duties.

This person will be a key team player working across the digital team, branch admin team, compliance and online banking team in caring for customers seeking a digital-first experience.  This role is a blend of customer support, operations, curiosity, problem solving and commitment to innovation.

Qualifications: 

• Requires High School Diploma or equivalent
• Minimum of two years’ retail banking and account opening experience or digital banking experience
• Confident in using Microsoft excel to record information and structure functions and pivot tables
• Comfortable in using other Microsoft solutions (Word, Outlook, etc.)
• Experienced in reading reports and interpreting and working with data
• Good risk-based decision-making skills and the ability to follow complex policies and procedures

Benefits of Working with Us:

Bank of Utah's comprehensive benefits package includes:

• Great work-life balance, with a Monday-Friday schedule
• Competitive pay and benefits, including medical, dental and vision plans
• 401(k) plan and match up to 5 percent in our employee stock ownership program (eligibility requirements must be met)
• 12 paid bank holidays + paid time off, including paid parental leave
• Volunteer opportunities to make a difference in the communities where you work and live
• Awards and recognition to celebrate you and your colleagues for living the bank's values

Regular duties and responsibilities: 

• Display expert knowledge of Bank of Utah's depository products accounts, apps and online services along with a strong understanding of bank's products and services
• Proactively seek solutions to customer service and efficiency issues. Troubleshoot online and mobile banking issues. Service customer accounts and requests accurately in accordance with bank policy and procedure
• Maintain comprehensive and up to date knowledge of banking regulations related to assigned job function. Complete required compliance and job specific training
• Radiate a can-do attitude, which fosters our Cultural Beliefs
• Provide phone support for customers with questions about digital account opening or problems completing their digital application
• Contact customers via email or phone if additional information is required after they submit their digital application
• Make decisions on accounts requiring manual review
• Reference core information to troubleshoot any issues when approved accounts are not able to be automatically booked
• Ensure accuracy of automatically booked accounts through providing a QA of information in the core and log account details and maintenance activities
• Conduct account reviews and encourage customers to connect their digital accounts to account touch-points (online banking, debit card, digital wallet, etc.)
• Create processes and documentation for the DCSM position
• Work across the digital team, branch admin, compliance and online banking teams to both provide excellent service to customers and create processes, documentation and a feedback loop that grows and strengthens the digital channel
• Must be able to bend, twist, lift, and move up to 30 pounds of office supplies, equipment, and coin
• Position is not telework eligible; all job duties must be performed in the branch or office. Preferred location is at Main (2605 Washington Blvd, Ogden)
• The DCSM will work Monday-Friday 8:30-5:30
• Travel may be required between branches, to and from training/meetings etc.
• Earn the trust and respect of customers and co-workers
• Exhibit professional workplace appearance and conduct
• Keep Bank, customer, and employee information confidential
• Participate in training and appropriate professional development
• Enjoy learning about new technology and curious about how new tools and capabilities can improve customer experience and create efficiency
• Communicate successfully over phone and email
• Exercise patience and empathy with customers having trouble using the digital channel
• Thrive in solving problems
• Ask questions and collaborates to find solutions
• Manage details with ease and is organized enough to be able to move between projects when required
• Care about accuracy
• Other duties as assigned

*The wage listed is within the range associated with this position. Actual compensation will be based on qualifications and experience.