Lockbox Team Leader
Company: Disability Solutions
Location: East Petersburg
Posted on: October 19, 2024
Job Description:
Value PropositionOur values define us and our inspires us to Our
employees are the heart and soul of our company, and every success
we experience begins with them. Together we are committed to making
a positive impact in our We champion a culture of and We promote a
digitally enabled work environment to continuously enhance the
experience of our OverviewThe position is located in our
Administrative Services Center in East Petersburg, Pa (near
Lancaster)Flexible schedule within the hours of 8:00 am - 8:00 pm
Monday - FridayCoordinates the workflow and daily operations of the
Lockbox Department to ensure daily customer and posting deadlines
are met. Provides support to the Lockbox Supervisor on a daily
basis: assumes Supervisor role in his/her absence. Assists with
daily processing of customer accounts when workload is heavy.
Assists with system programing changes, testing and implementation
of system updates and onboarding of new accounts. Provides
telephone support to corporate and commercial customers for lockbox
products and services. Completes account adjustment requests in
conjunction with customer support inquires. Responsible for
appropriately elevating issues to the Lockbox Supervisor or
Operations Support Manager II when necessary. Responsible for
updating procedures and policies manuals. Provides subject matter
expertise on all Lockbox applications.Responsibilities
- Coordinate morning preparation duties with the staff,
performing quality assurance of inbound mail, including helping to
sort mail, reviewing the PO Box checklist and contacting the Post
Office in the event of a suspected PO box that was missed during
mail retrieval. Partner with the Courier Services Coordinator and
third party messenger service to arrange Post Office pickups or
deliveries, and ensure customer pickup/deliveries are on schedule.
Communicate issues, delays or changes to the Lockbox Supervisor,
Operations Support Manager II, Lockbox staff, and when necessary,
the customer. Monitor and assess daily workflow and work
distribution & reprioritizes as needed. Eliminate workflow
bottlenecks by ensuring all areas are staffed according to
workload. Ensure daily tasks are completed on time, including
delivery and verification of the Image Cash Letter; scanning and
successful submittal of the Branch Capture work, and delivery
verification of all customer time sensitive packages. Elevates
resource or staffing concerns and employee issues to the Lockbox
Supervisor. Ensure staff follows mandated protocols for accounts
containing sensitive medical information. Compile, analyze and
report volume and productivity statistics to the Lockbox
Supervisor. Provide feedback to the Lockbox Supervisor and
Operations Support Manager II for performance appraisals. Suggest
improvements, mentor, and coach Lockbox employees on account
procedures, productivity and achieving work related goals. Assist
and monitor cross training of all employees on each account and job
functions. Monitor and review error rate ratios, departmental
standards, and employee productivity rates to ensure account
standards are met. Conduct one on one bi-monthly employee
productivity and error reviews.
- Provide overviews, tours, and training to team members, other
departments, management trainees, branch personnel and potential
customers as requested. Responsible for training and product
updates, for both new and existing employees. As upgrades and or
new products and services are introduced, will be responsible for
training and educating Lockbox staff. The Lockbox Team Leader will
also be responsible for updating procedures and policies relative
to product implementation, onboarding and service delivery. As part
of the overall service delivery, this position will be responsible
to ensure that customer accounts are processed according to
customer requirements. Subsequent to implementation and training,
will provide ongoing support to customers. Provide customer support
for Lockbox within 24 hours of inquiry by researching and
collaborating with the appropriate departments and employees.
Complete corrections for processing errors, and provide supporting
documentation to customers both internal and external. Provide the
appropriate follow up to ensure superior customer service and
Lockbox product satisfaction. Suggest processing changes or
alterations to enhance the Customer Experience.
- Provide subject matter expertise on all lockbox applications
and software systems and machinery, including OPEX equipment, TMS
processing software, Ceresoft processing software, CertainScan
scanning software, Nautilus, Signature and Aperio. Remain
knowledgeable of all Lockbox processes and account specifications;
provide support as needed to areas of production. This position
will be expected to serve as a technical resource and to interact
with internal and external vendors. Able to troubleshoot equipment
and software issues. Maintains an excellent relationship with
vendors while holding them accountable for monthly preventative
maintenance and software updates. Place service calls to vendors
and ensure equipment is repaired in a timely manner.
- In Supervisor's absence, compile and enter payroll data via
Workforce and authorize Paid Time Off. Take inventory and order
supplies. Complete daily reconcilements of department General
Ledger accounts. Research any outstanding open items with
supporting documentation and notations. Complete month end
reconcilements for review by the Supervisor and approval of the
Operations Support Manager II.QualificationsEducationHigh School
Diploma or equivalent. (Required)Experience2 or more years Banking
operations, preferably in a high volume payment processing
capacity. (Required)Other Duties as Assigned by ManagerThis role
may perform other job duties as assigned by the manager. Each
employee of the Organization, regardless of position, is
accountable for reading, understanding and acting on the contents
of all Company-assigned and/or job related Compliance Programs,
regulations and policies and procedures, as well as ensure that all
Compliance Training assignments are completed by established due
dates. This includes but is not limited to, understanding and
identifying compliance risks impacting their department(s),
ensuring compliance with applicable laws or regulations, and
escalating compliance risks to the appropriate level of
management.Pay TransparencyTo provide greater transparency to
candidates, we share base salary ranges on all job postings
regardless of state. We set standard salary ranges for our roles
based on the position, function, and responsibilities, as
benchmarked against similarly sized companies in our industry.
Specific compensation offered will be determined based on a
combination of factors including the candidate's knowledge, skills,
depth of work experience, and relevant licenses/credentials. The
salary range may vary based on geographic location.The hourly rate
for this position is $17.25 - $22.40.BenefitsAdditionally, as part
of our Total Rewards program, Fulton Bank offers a comprehensive
benefits package to those who qualify. This includes medical plans
with prescription drug coverage; flexible spending account or
health savings account depending on the medical plan chosen; dental
and vision insurance; life insurance; 401(k) program with employer
match and Employee Stock Purchase Plan; paid time off programs
including holiday pay and paid volunteer time; disability insurance
coverage and maternity and parental leave; adoption assistance;
educational assistance and a robust wellness program with financial
incentives. To learn more about your potential eligibility for
these programs, please visit .EEO StatementFulton Bank ("Fulton")
is an equal opportunity employer and is committed to providing
equal employment opportunity for all qualified persons. Fulton will
recruit, hire, train and promote persons in all job titles, and
ensure that all other personnel actions are administered, without
regard to race, color, religion, creed, sexual orientation,
national origin, citizenship, gender, gender identity, age, genetic
information, marital status, disability, covered veteran status, or
any other legally protected status. Sponsorship StatementAs a
condition of employment, individuals must be authorized to work in
the United States without sponsorship for a work visa by Fulton
Bank currently or in the future.
Keywords: Disability Solutions, Lancaster , Lockbox Team Leader, Hospitality & Tourism , East Petersburg, Pennsylvania
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