Digital Branch Success Manager

I am Mary McBride, VP Digital Experience & Sales 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 Branch Success Manager to work Monday-Friday at 2605 Washington Blvd. Ogden, UT. The Digital Branch Success Manager is responsible for training their team, ensuring accuracy, handling client escalation issues, creating and evolving digital-first procedures and processes, collaborating with other departments, and ensuring a smooth digital new account onboarding experience. This role is a blend of customer support, operations, curiosity, problem-solving, and commitment to innovation.

Job Qualifications

• Requires High School Diploma or equivalent
• Proven experience in a managerial role within a digital banking environment.
• Strong understanding of digital account opening processes and best practices.
• Excellent communication and interpersonal skills.
• Ability to handle client escalations with professionalism and empathy.
• Strong organizational and problem-solving skills.
• Ability to work collaboratively with cross-functional teams.
• Track record of improving processes and deploying technology to gain efficiency.
  
  

Preferred Skills

• Experience with digital banking platforms and technologies.
• Knowledge of regulatory requirements related to digital account openings.
• Project management 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
  
  

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

• Team Training and Development: Train and mentor the digital client service managers in the digital branch to ensure they have the skills and knowledge needed to perform their roles effectively.
• Accuracy and Quality Assurance: Oversee the accuracy of new account openings and ensure all processes are followed correctly.
• Client Escalation Management: Handle client escalation issues promptly and effectively, ensuring a positive resolution.
• Procedure and Process Creation: Develop and implement procedures and processes to streamline the digital new account opening experience incorporating digital solutions.
• Cross-Department Collaboration: Work closely with other departments, including the digital team, operations team, compliance, and online banking team, to ensure a seamless and integrated onboarding process.
• Onboarding Experience Management: Monitor and optimize the digital new account onboarding process utilizing new capabilities and updates within the platform to ensure the smoothest and efficient experience possible.
• Backend Administration Oversight: Conduct necessary backend administration for digital accounts, ensuring accuracy and timely management of operational duties completed by the team.
• Innovation and Problem Solving: Proactively seek solutions to customer service and efficiency issues and encourage innovation within the team.
• Other duties as assigned.
• The wage listed is within the range associated with this position. Actual compensation will be based on qualifications and experience.