ECM Systems and Quality Assurance Coordinator

Provides coordination and oversight of Enterprise Content Management (ECM) workflows to ensure efficient processing, quality control, and secure storage of physical and electronic records. Partners with business units to implement document imaging, indexing, and retention strategies that align with organizational and regulatory requirements. Supports system functionality, continuous improvement initiatives, and departmental operations to enhance service delivery and operational effectiveness.

ECM Workflow Coordination

• Oversee daily workflow, including intake, indexing, prioritization, and distribution of documents
• Monitor performance against SLAs and adjust resources to meet service expectations
• Maintain productive relationships with internal stakeholders and end users

Document Management and Quality Assurance

• Define and enforce document imaging standards including indexing, preparation, and quality control
• Ensure adherence to policies, procedures, and retention schedules
• Maintain accurate system mapping and documentation

System Support and Issue Resolution

• Provide Level 1 system support by investigating issues, gathering data, and coordinating escalation
• Utilize reporting tools to monitor performance and identify trends
• Support system enhancements and user adoption

Collaboration, Communication, and Training

• Partner with Compliance, Business Analysts, and business units on retention strategies and taxonomy development
• Deliver training and user guidance to support proper system utilization
• Serve as a subject matter expert for ECM tools and processes

Operational Support and Continuous Improvement

• Support staffing and resource planning through metrics and workload analysis
• Maintain equipment, supplies, and operational readiness
• Lead or contribute to special projects and continuous improvement initiatives

• High School Diploma required; Associate’s Degree preferred. 
• Minimum of two years of experience in document imaging or enterprise content management. 
• Minimum of two years of experience coordinating workflows or distributing work in an operational environment. 
• Prior banking or financial services experience preferred. 
• Demonstrated ability to manage multiple priorities, deadlines, and projects simultaneously. 
• Strong attention to detail with proven problem-solving and organizational skills. 
• Effective verbal and written communication skills with the ability to collaborate across teams. 
• Ability to work independently with minimal supervision. 
• Technical aptitude and manual dexterity to operate and maintain processing equipment. 
• Experience with OnBase or similar document management systems preferred.

• Medical
• Dental
• Vision
• 401(k) Match
• Profit Sharing
• Paid Time Off
• 11 Holidays
• Tuition Reimbursement
• Free Parking throughout Tompkins Community Bank
• Employee Referrals

Tompkins is committed to a policy of Equal Employment Opportunity ("EEO") with respect to all team members and applicants for employment and a work environment free from discrimination (including unlawful harassment) based on race, color, religion, sex, sexual orientation, transgender status, gender non-conformity, gender identity, gender expression, national origin, age, marital status, domestic violence victim status, disability, predisposing genetic characteristics, military or veteran status or status in any group protected by federal, state, or local law. 

For more information, please click here

#communitybank