Digital Operations?/Level III, Team Lead, or Senior

Position: Digital Payments and Operations (Level III, Team Lead, or Senior)
Location: New York

Join Mercantile Bank in our Digital Payments and Operations team as a Level III Specialist
,
Team Lead
, or Senior based on your experience and play a pivotal role in shaping our customer experience! Located in the vibrant city of Wyoming, MI
, this hybrid role offers exciting opportunities to drive innovation in digital banking solutions. Collaborate with a team of forward-thinking professionals dedicated to customer-centric excellence and problem-solving.

You'll play a pivotal role in shaping the future of digital payments while enjoying a flexible work environment that values work-life balance. This position offers the flexibility of working from home 2-3 days per week after the training period, allowing you to balance your work and personal life effectively. This is your chance to innovate and make significant contributions to a high-performance culture.

Engage in meaningful projects that empower your growth and enhance the customer experience.

Primary Responsibilities:

Senior:
• Balancing, processing, setup and all operational aspects for digital payment channels.
• Provide troubleshooting and support related to all aspects of Digital Banking and processing.
• Assist the Product team with testing new products and services and document testing scripts for various new products/services or functionality in the digital platform.
• Provide details and create cases for the Digital Product team escalations to Vendors, take responsibility for troubleshooting guides for some digital products.
• Serve as Tier II escalation for all digital products and services with internal and external customers and analyze feedback from customers through incidents/customer reviews to alert the product group to trends that need to be addressed.
• Assist with training Digital Banking operations staff, mentoring and updating training documents.

Team Lead:
• Serve as primary backup for Digital Banking operations team.
• Maintain task list and assignments for your team.
• Train Digital Banking operations team. Create and maintain training documents for all operations job functions.
• Monitor incident review queue for Digital Banking. Ensure all incidents are processed properly and timely.
• Review fraud of multiple payment channels. Escalate and communicate to the appropriate teams and provide required documentation for other Financial Institutions if necessary.
• Responsible for GPS's, Performance Reviews, and Development Plans for Digital Banking Support Team.

Level III Specialist:
• Escalated problem solving.
• Complex treasury product set-ups.
• Understanding of system integration.
• An understanding of rules and regulations around payments.
• Procedure writing and review.
• Training level I & level II's on more complex tasks.
• Inputting and following vendor cases.

A little about us:

Mercantile Bank was created with a goal to deliver financial solutions that empower people and businesses to achieve their dreams, while bettering the lives of its employees and their communities. We have grown from a humble idea to over 40 locations, 5.6 billion in total assets, and 700 employees. Our values remain at the heart of everything we do - through inclusivity, innovation, and collaboration, we achieve excellence every day.

We are accountable not only to our customers, but to our employees and the communities in which we serve. We are proud to invest in our people and our communities, and our employees show their integrity in every interaction. We strongly believe that embracing human diversity makes us a better bank. We know it makes us better people.

You'll be rewarded for your expertise through competitive compensation, bonus programs, and best-in-class benefit options, such as multiple Medical, Dental and Vision plans to choose from, Company Paid Life Insurance of 3 times your annual salary, Health Savings Account, Flexible Spending Account, 3 weeks' vacation, sick time to care for yourself and your family, 11 paid holidays and a Giving Day to do work that you are passionate about in the community.

We also offer Employee Assistance Program (EAP), Adoption and IVF Assistance, and a Fitness Equipment Purchase Plan.

Investing in your financial wellness and career development is also…

Apply Job!