Job detail

Digital Banking Supervisor - Consumer

Tacoma, WA

Heritage Bank has an exciting opportunity to join our organization! We are looking for a Digital Banking Supervisor - Consumer and is responsible for overseeing the daily workflow and supervision of the Digital Banking Consumer Services team, and will plan, direct, and organize the activities of the workgroup, maintain appropriate levels of customer service, and ensure procedural adherence, regulatory compliance and information security to mitigate risk. Position’s emphasis and areas of oversight include Consumer Online / Mobile Banking, EFT, Direct Connect, Bill Pay, PopMoney and e-statements.

The successful candidate will be able to:    
  • Plan and direct workflow to improve department efficiency, quality of work and ensure work is completed within established timelines. 
  • Provide direct reports with proper tools and authority to execute their assigned functions and develops skills of staff through goal-setting, coaching, problem resolution, delegation, training, counseling, and performance management.
  • Analyze and balance staff work assignments and makes recommendations for maximum department efficiency and cost-effectiveness.   
  • Builds and maintains strong relationships with all internal and external customers, to support new, existing or prospective customers with service requests, technical support, and training, as needed.   
  • Promote business for the Bank by maintaining up to date and thorough knowledge of programs, products and services, as well as applicable Bank procedure and regulations.
  • Ensure proper implementation of new and approved products and services.
  • Maintain proficient knowledge of, and ensure bank activities are performed in compliance with, all state and federal banking laws and regulations applicable to assigned area of oversight.
  • Ensure audits are satisfactory by regularly monitoring the proper controls and procedures to ensure compliance with established bank policies, practices and guidelines.
  • Research non-routine complex electronic banking problems, and communicates findings and/or resolutions to management and appropriate parties.    
  • Recommend and write department procedures to ensure adherence to Bank policy and industry regulations.  Communicates approved revisions to staff in a timely manner.
  • May participate in operating and project budgets to achieve results within those budgets.
  • Provide management with weekly, monthly and quarterly reports, as requested.
  • Works collaboratively with management and Human Resources to recommend staffing levels and approves personnel actions such as hiring, terminations, promotions, transfers, training and development of staff, timely performance reviews and salary increases, in accordance with legal and acceptable Bank personnel practices.


  • High School Diploma or equivalent required. Coursework and/or certification in accounting; or relevant education – preferred.  
  • 5 years’ recent experience in bank operations and/or retail banking, which includes working knowledge and proficiency in all consumer online / mobile banking and bill pay services and support, and a minimum of 2 years’ experience in a lead and/or supervisory role, within a financial services industry - required. 
  • Equivalent combination of education, training and experience may be considered. 
  • Provides an exceptional level of quality service for internal/external customers; responds to customers' needs, questions and concerns in an accurate, effective, and timely manner.
  • Exhibits professional and effective listening, verbal, and written communication skills (correspondence, reports and email), with the ability to read, write, speak and understand English well. 
  • Demonstrated leadership skills to motivate and develop a high performance work team and monitor workflow and schedules; employee development, performance management, training, and employee counseling skills are required.
  • Strong analytical reasoning, problem-solving, attention to detail, organizational, data review and time management skills, with the ability to accurately  manage multiple assignments, goals and reporting requests and staffing schedules, ensuring  priorities are set and commitments and deadlines are met, with minimal direction and supervision. 
  • Strong understanding of debit/credit relationships and negotiable instruments; math skills to calculate interest, balance accounts and locate routine and non-routine mathematical errors.
  • Thoroughly understands and applies principles, procedures, requirements, regulations, and policies related to assigned areas of oversight, and working knowledge of the Banks’ products and services.
  • Unquestionable integrity in handling sensitive and confidential information required.
  • Demonstrated ability to quickly focus on key issues and make decisions under pressure of time constraints.
  • Proficient PC experience using MS Office products (Word, Excel, Outlook); and working knowledge of financial services industry core processing  and  automated banking systems, i.e., Fiserv or equivalent; with the ability to learn and adapt to new technologies quickly.

Working Environment/Conditions:   

  • Climate controlled office environment.
  • Work involves being able to concentrate on the matter at hand, under sometimes distracting work conditions and frequent employee and/or customer contacts and interruptions during the day.
  • Work requires regular attendance, punctuality and adherence to agreed-upon schedule with willingness to work a flexible and/or rotating schedule, remotely and/or extended hours, as needed. 

Physical Demands/Effort:    

  • Work may involve the constant use of computer screens, reading of reports, and sitting throughout the day.
  • Ability to operate a computer keyboard, multi-line telephone, photocopier, scanner, and facsimile which often requires dexterity of hands and fingers with repetitive wrist and hand motion.
  • Typically sitting at a desk or table; intermittently standing, stooping, bending at the waist, walking, climbing, kneeling or crouching to file materials. 
  • Occasional lifting and/or moving up to 10 lbs. (files, boxes, etc.)

The above statements are intended to describe the general nature and level of work being performed and are not an exclusive list of all qualifications for this position.  


Heritage Bank is an Equal Opportunity Employer  


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, disability, or any other basis protected by applicable law.  

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