Job Description

Job Location: Muskogee, OK 74401
Position Type: Full TimePosition Purpose:
Provide leadership, direction, and assistance to the Deposit Operations and Customer Care Center departments to ensure the highest level of service is provided to bank customers and oversee operational task, including but not limited to payment processing, adjustments, statements, special handling, account maintenance, and ebanking services.
Job Duties and Responsibilities:
- Lead a team of Customer Care Center Representatives whose responsibility is to respond to all in bound calls from customers in need of assistance
- Review customer phone calls to ensure CCC Representatives are providing an awesome customer experience, internally and externally.
- Lead the Deposit Operations team who is responsible for supporting products and services, including ACH, wire processing, online banking, and debit cards in addition to other back office related job duties. Deposit Operations also serve as support for Retail Operations.
- Responsible for work schedules to ensure maximum department coverage
- Responsible for hiring, training, and coaching both departments.
- Assist employees with the more complex customer issues.
- Create a constant team environment among each department by serving as a Role Model, Helper, and Advocate
- Ensure both teams are fully knowledgeable with all Bank products and services
- Recognize irregular, suspicious, or fraudulent transactions and notify the Fraud Department if needed
- Maintain knowledge of and ensure you and your team compliance with applicable regulatory requirements and internal policies and procedures.
- Complete required annual training and maintain knowledge relevant to the role.
- Participate in bank and community initiatives to strengthen visibility and reinforce Firstar’s commitment to the communities it serves.
- Perform additional responsibilities as assigned in support of the Bank’s priorities and objectives.

QualificationsSkills and Abilities Required:
- High level of professionalism.
- Interpersonal/service-oriented skills and aptitude.
- Ability to build professional relationships with coworkers and customers.
- High integrity and outstanding work ethic; ability to maintain confidentiality is a requirement.
- Ability to make timely, accurate and quality decisions.
- Excellent written and oral communication skills as well as the ability to read and understand policies and procedures.
- Strong attention to detail.
- Strong computer skills; proficient in Microsoft Word, Excel and Outlook.
- Proactive; desire to identify opportunities rather than react to problems.
- Ability to respond in a fast paced, fluid environment while maintaining a service-oriented mindset and excellent organizational skills.
- Strong sense of initiative; self-motivated.
Experience and Education Requirements:
- Minimum three (3) years’ banking experience
- One (1) year of leadership or supervisory experience
- High School Diploma, or equivalent.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer, with occasional standing and walking throughout the office.
- Occasional bending, reaching or stooping as needed to retrieve files, office supplies, or materials.
- May occasionally lift and/or move items up to 25 pounds (e.g., files, office supplies, packages.)
- Requires the ability to communicate effectively, including the use of visual acuity for reviewing documents and screens and auditory ability for conversations in person and by phone.
Core Values in Action:
- Integrity: Leads by example with ethical decision-making, honesty, and accountability.
- Trust: Builds confidence through transparent communication and consistent follow-through.
- Respect: Treats others with kindness, professionalism, and appreciation for diverse perspectives.
- Better Together: Fosters collaboration and teamwork to achieve shared goals through strong, trust-based relationships.
- Client & Community Focused: Puts clients and community first through responsive service and meaningful engagement.
Firstar Bank is proud to be an Equal Opportunity Employer: EEO/M/F/Disabled/Vets