Lockbox Team Leader - Fulton Bank, N.A. : Job Details

Lockbox Team Leader

Job Locations: US-PA-East Petersburg

The experience expected from applicants, as well as additional skills and qualifications needed for this job are listed below.

Requisition ID: 2024-20536

Location Name: ASC - East Petersburg

County: Lancaster

Position Type: Full-Time

FLSA Status: Non-Exempt

Value Proposition

Our values define us and our culture inspires us to change lives for the better. 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 local communities. We champion a culture of continuous learning, work-life integration, and inclusion. We promote a digitally enabled work environment to continuously enhance the experience of our employees and customers.

Overview

The 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 - Friday. Coordinates 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 programming 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 inquiries. 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 & reprioritize 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.
• Elevate 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.
• Ensure that customer accounts are processed according to customer requirements.
• Provide ongoing support to customers and ensure superior customer service and Lockbox product satisfaction.
• 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.
• 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.
• Complete month end reconcilements for review by the Supervisor and approval of the Operations Support Manager II.

Qualifications

Education: High School Diploma or equivalent. (Required)

Experience: 2 or more years Banking operations, preferably in a high volume payment processing capacity. (Required)

Other Duties as Assigned by Manager

This role may perform other job duties as assigned by the manager. Each employee of the Organization 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.

Pay Transparency

To provide greater transparency to candidates, we share base salary ranges on all job postings regardless of state. The hourly rate for this position is $17.25 - $22.40.

Benefits

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.

EEO Statement

Fulton Bank is an equal opportunity employer and is committed to providing equal employment opportunity for all qualified persons.

Sponsorship Statement

As 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.

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