Director of Digital Banking & Customer Care

SUMMARY

The Director of Digital Banking & Customer Care is a senior leader responsible for the service-centered experience, operational execution, high performance & continuous improvement of First United's digital banking platforms and Customer Care Center. This role ensures the delivery of seamless, secure, and exceptional experience across all digital and human-assisted channels. Commitment to First United's vision to help others Spend Life Wisely through faith, financial well-being, health, and personal growth.

The Director leads enterprise efforts related to online and mobile banking, digital account origination, transaction servicing, fraud mitigation, and customer support. In addition, this role provides leadership to the Customer Care Center ensuring quality, efficiency, and alignment with First United's values and service standards.

MAJOR DUTIES AND RESPONSIBILITIES

Digital Banking Strategy, Operations & Experience

• Lead the daily operations and performance of First United's digital banking platforms, including online and mobile banking for consumer and small business customers.

• Oversee daily digital servicing operations including access issues, bill pay, A2A transfers, Zelle, and troubleshooting.

• Collaborate with Retail, Technology, and Digital Product teams to improve the customer experience within digital channels focusing on ease of use, security, and satisfaction.

• Manage digital process improvement, vendor issue resolution, and customer experience enhancements.

Online Account Opening & Digital Fraud Risk

• Provide oversight for online account origination operations, ensuring streamlined workflows, quality control, and exception handling.

• Serve as the first line of defense for fraud risk related to digital channels, including new account fraud, Zelle abuse, bill pay anomalies, and other digital transaction threats.

• Partner with Risk, Compliance, and Fraud teams to develop mitigation strategies, response protocols, and fraud trend analysis.

• Oversee the creation of reports and dashboards to monitor risk exposure, volume trends, and performance metrics related to digital fraud and operations.

Customer Care Center Oversight

• Provide strategic and operational leadership to the Customer Care Center, ensuring high-quality service delivery across phone, email, and chat channels.

• Support performance management, coaching programs, staffing models, and service-level delivery in partnership with the Customer Care Manager and supervisory team.

• Drive initiatives that support first-contact resolution, improved customer satisfaction, and service efficiency across all channels.

• Align live support and digital servicing efforts to create a cohesive omnichannel experience for customers.

Cross-Team Collaboration & Voice of the Customer

• Champion the voice of the customer across both digital and human channels; serve as a key business partner in cross-functional initiatives and platform decisions.

• Lead or support enterprise projects that impact customer service, fraud prevention, digital transformation, or contact center modernization.

• Partner with QA, Training, and Communications leaders to ensure Customer Care Relationship Bankers and digital support staff are equipped to deliver an excellent experience.

Leadership & Team Development

• Directly lead manager-level leaders responsible for digital teams, contact center teams, department training and quality assurance/communications.

• Foster a culture of service, accountability, innovation, and development that aligns with First United's mission to SERVE.

• Develop succession plans, leadership pipelines, and growth opportunities within the department.

• Ensure departmental input is consistently provided during strategic planning and change management efforts.

ADDITIONAL RESPONSIBILITIES

• Serve as a key contributor in strategic planning and senior-level conversations.

• Represent customer needs in cross-functional settings and change management efforts.

• Complete all required compliance training and lead by example in modeling First United's values.

EMPLOYEE REQUIREMENTS

Education & Experience

• Bachelor's degree in Business, Technology, Management, or related field required; Master's preferred.

• 8-12 years of leadership experience in digital banking, customer care, retail banking (with digital responsibilities), banking operations or financial services operations.

• Proven experience managing digital channels, fraud workflows, or customer support environments in a regulated setting implementing best practices.

Technical & Functional Competencies

• Knowledge of digital banking platforms, customer support tools, and fraud mitigation strategies.

• Strong organizational and process management skills, with high attention to accuracy, timelines, and documentation.

• Capable of making informed decisions on moderate-to-complex issues with cross-functional implications.

• Skilled in managing multiple priorities, team schedules, and reporting lines across functional areas.

• Proficient in using dashboards, tracking KPIs, and reporting to leadership with clarity and accountability.

• Excellent verbal and written communication skills; consistent, clear, and objective when working with others.

• Demonstrated ability to manage others with a calm, structured, and development-focused leadership style.

• Proven ability to develop people and processes while improving customer outcomes.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned by supervisor to meet the ongoing needs of the organization.