eBanking Supervisor na West Coast Community Bank

Description

If you’re looking for an exciting career opportunity, you’re in the right place.

West Coast Community Bank is a top-rated community bank with a focus on serving the banking needs of businesses and individuals along the Central Coast, in Silicon Valley and throughout the Bay Area. We operate full-service branches in Aptos, Capitola, Cupertino, King City, Monterey, Salinas, San Luis Obispo, Santa Cruz, Scotts Valley and Watsonville.

Delivery of relationship-based service with a solutions-driven focus sets us apart from the competition. We offer direct access to decision-makers combined with modern banking technologies and digital tools. The Bank is a leading SBA lender in Santa Cruz County and Silicon Valley and a top USDA lender in the state of California.

Since opening in 2004, we have proudly upheld our commitment to support regional well-being by actively participating in and donating to local nonprofit organizations. We engage in impactful volunteerism and support the greater economic vitality within our four-county reach, contributing more than 2,000 hours of volunteering annually.

Our success is driven by our exceptional team — experienced, knowledgeable and focused on delivering results!

National, regional and local honors we’ve received include:

• Newsweek – America’s Best Regional Banks and Credit Unions 2025
• American Banker Magazine – Top 100 Best Performing Community Banks in the U.S., 10 years
• Good Times – Readers’ Poll, Best Bank in Santa Cruz County, 13 years
• Santa Cruz Sentinel – Readers’ Choice, Best Bank in Santa Cruz County, 10 years
• Farm Bureau of Santa Cruz County and Agri-Culture – Al Smith Friend of Agriculture Award
• Second Harvest Food Bank – Big Step and Platinum Awards for Holiday Food and Fund Drive
• Santa Cruz Area Chamber of Commerce – Business of the Year 2025, 2021 and 2018
• The Pajaronian – Best of the Pajaro Valley 2024 Readers’ Poll, Best Bank
• The Press Banner – The Best of Scotts Valley 2024 Readers’ Poll, Best Local Bank

Requirements

Position Overview  

The eBanking Supervisor supervises a team of eBanking Specialists and provides professional, technical, product, support via email, telephone and in-person with our clients and bank associates. Works both independently and in conjunction with the eBanking Manager and Product Manager, bank associates and departments to ensure successful client experience in both implementation onboarding and daily servicing. This individual is responsible for leading the implementation effort, working closely with the client, the eBanking Manager, Product Manager and the Treasury Management Team.

This position is on-site at our Salinas location. 

Essential Job Functions 

Supervisor Responsibilities

• Supervises eBanking Specialists daily operations to ensure a successful client experience while following best practices and processes.
• Responsible for completing and monitoring implementation and onboarding of all eBanking products and services, including risk mitigation, quality control, and accuracy.
• Responsible for ensuring existing products meet our client’s needs and supported operationally within regulatory guidelines. 
• Responsible for safeguarding the bank by understanding and administering risk assessments, controls to reduce reputational risks and adherence to meet audit & compliance requirements.
• Responsible for documentation preparation, customer service, product implementation, training, installation, and maintenance.
• Establishes goals in alignment with Bank strategy and holds the team accountable for meeting goals.
• Coaches and supports eBanking team and oversees their day-to-day work, providing clear and consistent expectations to ensure work is completed accurately and efficiently. 
• Identifies training opportunities to support the team’s ongoing growth and development.
• Monitors workload to ensure appropriate distribution and maintains staffing at levels to support efficiency of the department.
• Handles escalation and customer service issues to a satisfactory conclusion and ensure timely follow up responses.
• Collaborates and supports other departments and business partners. 

Daily Functions

• Ensuring the implementations/eBanking team is up to date on product knowledge, accountable for the onboarding client experience, and has the necessary skills to handle various internal and external inquiries regarding treasury management products.
• Takes the lead in complex product implementations and troubleshoots problems and issues that may arise during the implementation process and/or post-implementation queries.
• May take the lead or work with the eBanking Manager or the eBanking Product Manager for training and is accountable for the team’s product knowledge.
• Acts as a Tier 1 liaison with internal departments and third-party vendors regarding eBanking products and services issues.
• Adhere to service level agreements with new setup, maintenance, support, client phone calls, emails, etc.
• Provide consultative advice to Internal team members and introduce alternative solutions to the client where necessary.
• Coordinate transition meetings with client Implementations/eBanking Specialists after complete implementation.
• Ensure quality assurance is in place within the implementation process by identifying error trends and sources and providing solutions.
• Assist eBanking Manager with development and training for internal/external clients in Online Banking and related Treasury Management products: Q2, ACH, Wires, RDC, Positive Pay, Bill Payment, and other products.
• Facilitate timely issue resolution related to the implementations and serve as a point of escalation on behalf of the client.
• Attend meetings and training as required to continue development and to enhance knowledge of Treasury Management products, processes, and technologies.
• Daily review of operational reports, callback and tracking of team tasks and tickets,
• Establish and cultivate relationships with internal teams and external clients by assisting with implementation strategies, issues and expectations.
• Monitor ACH & RDC over-limit frequency with clients – review for permanent increase needs. 
• Conduct and process annual reviews of ACH & RDC limits.
• Perform additional responsibilities and complete other projects as assigned.

Requirements

• Minimum 5 years of banking experience.
• Minimum 1-3 years of treasury management products and services experience.
• Minimum 1-3 years of supervisory experience.
• Bachelor Degree preferred or equivalent work experience.

Additional Eligibility Qualifications 

• Thorough Treasury Management Product Knowledge, knowing all features and functions. 
• The ability to deal with Complex implementations to diffuse situations, and offer solutions.
• Excellent people skills, with an ability to partner with multiple business units and partners. 
• Possess personal qualities of integrity, credibility, and commitment to corporate mission. 
• Flexible and able to multitask; can work within an ambiguous, fast-moving environment while also driving toward clarity and solutions; demonstrated resourcefulness in setting priorities and guiding investment in people and processes. 

Supervisory Responsibility 

This position has overall supervisory responsibility with eBanking Specialists. 

Position Type/Expected Hours of Work: This is a full-time position that regularly requires long hours and occasional weekend work. 

Travel: Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.  

Benefits:

• Medical, dental, and vision plans.
• Vacation, sick leave, paid holidays.
• Paid volunteer time.
• Employer paid life insurance, long term and short term disability.
• 401(k) with employer matching.
• Ongoing training, professional development and career advancement opportunities.

Physical Demands:

The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate typical office equipment such as a computer, telephone, mouse and keyboard.
• Specific vision abilities required by this job include close vision requirements due to computer work.
• Light to moderate lifting may be required.
• Regular, predictable attendance is required; including the occasional evening and weekend work as business demands dictate.
• Travel between company locations as needed.

Work Environment:

The work environment characteristics described here are representative of those a teammate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise (i.e., business office with computers, phone, and printers, moderate traffic).
• Ability to work in a confined area.
• Ability to sit or stand at a computer terminal for an extended period.

Work Authorization
At this time, we are unable to provide visa sponsorship for employment. Candidates must be legally authorized to work in the United States without the need for current or future sponsorship.

Recruiting Agencies
We are not accepting unsolicited resumes or candidate submissions from third-party recruiters or staffing agencies for this position. Please do not send applicants.