Customer Support Operations Director Position Available In Charlotte, Florida

Customer Support Operations Director Crews Bank & Trust 1100 Tamiami Trail, Port Charlotte, FL 33953

Description:

Are you passionate about operational excellence? Do you value the customer experience when interacting with others? Have you managed complex, cross-functional processes? Do you possess a deep knowledge of bank deposit operations and compliance? Do you have strong decision making skills and experience? Crews Bank & Trust is looking for the next Customer Support Operations Director to lead the Wire Processing and Customer Support Operations (Bookkeeping) teams. This role is a responsible for strategic oversight, leadership and daily management for all functions related to deposit and payment operations and wire services.

Requirements:

Embraces the Purpose, Values and Crews Basics established for the organization Provides strategic direction and operational oversight for Customer Support Operations & Wire Processing functions across the organization. Leads process improvements to optimize efficiency, reduce error rates, and enhance internal and external customer satisfaction. Develops and executes strategic initiatives that align operational performance with business deposit growth objectives. Serves as subject matter expert for bank-wide initiatives related to deposit services, wire transactions, and back-office deposit processes. Oversees daily bookkeeping tasks including Overdrafts, Stop-Payment Orders, Deposit Non-Post, Charge Offs, Wire Processing, Reg CC and Account Holds, and more. Partners with IT and Compliance to ensure all deposit and payment operations align with current banking regulations, internal controls, and risk frameworks. Acts as an operational point of contact during audits, exams, and regulatory reviews relating to deposit and payment operations. Develop standard operating procedures and departmental policies that reflect industry’s best practices and support business continuity. Establishes performance metrics (KPIs) and uses analytics to improve operational outcomes and resource allocation. Cultivates a culture of coaching, collaboration, and accountability within the department. Develops succession plans and career pathing strategies for key operational roles. Evaluates and implements technology solutions to streamline deposit and wire processing functions, including automation and self-service tools. Maintains a strong partnership with Retail, Treasury, and Commercial Banking to align operations with customer needs and enterprise priorities. Cross-trains staff to ensure flexibility and resilience within operational teams, including coverage for NSF, Non-Post, Large Item Notifications, and Wire Entry functions.

Minimum Skill Requirements and Background:

Demonstrated ability to lead complex, cross-functional teams in a banking environment Deep knowledge of deposit operations, electronic payments, wire processing, and regulatory compliance (including Reg E, Reg

CC, BSA/AML

) Ability to work collaboratively across departments and build strong internal relationships Proven success in process design, performance measurement, and automation implementation Ability to lead with a strategic mindset while delivering hands-on operational excellence Excellent communication, presentation, and leadership development skills Adaptability to change and skill in balancing priorities and projects in a fast-paced environment

Education and Experience:

High School diploma or its equivalent required Associate’s or Bachelor’s degree preferred, or equivalent work experience Ten years’ experience in financial institution operations preferred, with two years in a management or leadership role Strong proficiency in Microsoft Office suite Strong knowledge of core banking systems (JHA systems) and payment processing platforms a plus Crews Bank & Trust (and related entities) are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, among other things, or status as a qualified individual with a disability. EOE/Vets/Disabilities