Digital Operations Team Lead

ABOUT US

Here at MVB, our company culture defines the environment in which Team Members thrive. Our culture impacts a wide range of elements, including our purpose, values, expectations and goals that support growth and engagement – it is the secret sauce of our organization!

Our values live at the core of all that we do – Trust, Commitment, Teamwork, Adaptive, Respect, Love and Caring are our foundation for success.

MVB Financial Corp. (“MVB Financial” or “MVB”), the innovative financial holding company of MVB Bank, Inc., is publicly traded on The Nasdaq Capital Market® under the ticker “MVBF.” Through its subsidiary, MVB Bank, Inc., (“MVB Bank”) and the bank’s subsidiaries, MVB provides services to individuals and corporate clients in the Mid-Atlantic region, as well as to Fintech, Payment and Gaming clients throughout the United States. For more information about MVB, please visit www.mvbbanking.com.

This role can be based remotely.

Candidates must reside in one of the following states: West Virginia, Virginia, Texas, Florida, Ohio, Pennsylvania, Maryland, Washington D.C., New York, New Jersey, Arizona, North Carolina, Georgia, or South Dakota. 

ABOUT THE ROLE

The Digital Operations Team Lead position serves as a senior operational resource within the Digital Operations team, providing day-to-day guidance, quality oversight, and coaching to Digital Operations Analysts supporting MVB’s consumer and business online banking products and services. This role combines hands-on digital banking administration with team-level responsibilities including quality control reviews, performance tracking, process improvement, and training. The Digital Operations Team Lead acts as an escalation point for complex issues, ensures adherence to departmental standards, and partners with Retail, Commercial, and Treasury lines of business to support client onboarding and product adoption. Client and internal stakeholder interactions will include phone, email, chat, and demo support.

WHAT YOU’LL DO

• Maintain quality control and check back standards through reviews of all completed digital maintenance activities
• Track team performance and adherence to standards via metric reporting and performance dashboards.
• Coach and train Digital team members on processes, communication and performance improvement
• Review internal procedures for accuracy and enhancement updates
• Perform daily administration duties to include, but not limited to, building and coding online banking profiles as per procedures and client agreements, daily report monitoring, and enrolling or updating businesses products and services (i.e. ACH, wire, Remote Deposit Capture, bill pay, positive pay, Estatements)
• Facilitate, install and train new Online Banking, Remote Deposit Capture and Positive Pay clients
• Assist Retail, Commercial, and Treasury teammates with sales presentations of online banking and RDC products
• Provide one-on-one end-user, tier two issue resolution support for consumer and business products and services via phone, email or through chat
• Support mRDC, mobile banking, and bill pay
• Support testing and implementation of changes relating to business online banking features (including ACH, wires, positive pay, etc.)
• Identify problems and/or potential problems and take the necessary steps to resolve or escalate
• Routinely provide enhancement recommendations or efficiencies
• Routinely provide training support for internal MVB teammates and other lines of business
• Provide back-up support to other department roles
• Work with minimal supervision

EDUCATION & WORK EXPERIENCE

• Bachelor’s degree in Business Administration, Information Technology, Finance, or a related field; or equivalent combination of education and experience
• Minimum 5 years of experience in digital banking operations, online banking support, or a related function within the financial services industry
• Demonstrated experience coaching, mentoring, or providing work direction to team members
• Working knowledge of consumer and business online banking platforms, including product setup, maintenance, and troubleshooting
• Knowledge of applicable state and federal banking compliance regulations and bank operational policies
• Experience with Jack Henry and Q2 digital banking platforms preferred
• Previous experience leading quality assurance reviews or audit-readiness activities in a banking operations environment preferred
• Experience developing or maintaining performance dashboards and operational metrics preferred
• Proficiency in MS Office Suite and Outlook
• Strong time management skills with the ability to prioritize competing demands across individual and team-level responsibilities
• Effective oral, written, and interpersonal communication skills with the ability to interpret documents, write reports and correspondence, and communicate clearly with clients and teammates
• Ability to work in a fast-paced environment and manage multiple workstreams simultaneously
• Ability to analyze and resolve complex problems involving multiple facets and variables in non-standardized situations

BENEFITS AT MVB

MVB Financial Corp., (“MVB”) offers an excellent selection of benefits for regular, part-time and full-time Team Members, including:

• Medical, Dental and Vision Insurance
• Health Savings Account (HSA), Health Reimbursement Account (HRA) & Flexible Spending Accounts (FSA)
• Short- and Long-Term Disability Plan
• Group Life Insurance
• 401K Salary Deferral Plan
• Wellness Program
• Education & Tuition Expense Reimbursement
• PTO and Unique Vacation Purchase Program
• Nationwide Pet Insurance Coverage

#LI-Remote

We encourage you to submit an application even if you haven’t performed every job duty listed above, as your skills may be transferrable. MVB is looking for ambitious individuals with related knowledge, understanding and abilities who are willing to learn and grow. What we care about most is allowing you to develop and, in return, you help us become a stronger, more diverse and well-rounded organization.