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Treasury Management Client Support Manager

POSITION SUMMARY

The Treasury Management Client Support Manager has direct responsibility for all treasury management middle office activities including coordination of product and service implementations, department reporting, and client support.  The department directly supports the treasury management sales team and acts as liaison with operations, lending, retail, product development, technology, management and various other internal departments.  The primary function of this department is to maintain direct contact with existing customers to enhance the user experience following initial acquisition and throughout the life of the relationship

 

MAJOR JOB RESPONSIBILITIES

  • Monitors all inbound and outbound call activities in call center environment for business clients.
  • Uses data analytic including Heat Tickets to enhance, improve and control client experience.
  • Ensures client retention and expectations are met while monitoring staffing levels.
  • Directs treasury management middle office activities including the implementation of treasury management services by working directly with customers, sales officers and treasury management operations to ensure all documentation and setup parameters are completed accurately and timely.
  • Monitors existing ACH Guidance lines, provides information needed for and completes annual reviews for borrowers and non-borrowers. Monitors upcoming maturities and facilitates the renewal with all parties to ensure timely processing. Maintains all records to comply with policies and procedures.
  • Maintains all XAA waived accounts including the process for annual review and renewal/ expiration of waived status.  Completes review documentation for internal business partners in the evaluation process.
  • Resolves Treasury Management problems internally as well as works with third party vendors to resolve customer issues relating to products/services.
  • Manages general ledger activities, along with department P/L. Works directly with Director of Treasury Management on annual budgeting activities.  
  • Provides assistance to the department in preparing and maintaining current procedures for ACH Origination, Business Continuity and RDC as well as compliance with these procedures by staff and clients. This includes RDC self-evaluations.
  • Monitors a variety of variables in the department including ECR rates, RDC monthly client activity, excess overdraft reports, production reports, product usage reports, Horizon 360, FIS billings, etc.
  • Monitors maintenance of inventory for equipment needed for Treasury Management services such as Remote Deposit scanners, places orders and handles upkeep of existing inventory. 
  • Creates department forms, streamlines virtual and paper files in effort to minimize expenses.              
  • Undertake special projects as directed by Department Director.                                                        

 

SUPERVISORY RESPONSIBILITIES

Directly supervisors a team of Client Support Representatives (I, II, II).  Carries out supervisory responsibilities in accordance with the organization’s policies.  This includes interviewing, hiring, training, and managing employees; planning, assigning and directing workflow; appraising performance, coaching and mentoring employees and addressing and resolving employee and customer concerns and complaints.

SKILLS AND TRAINING

  • Proven competent managerial skills as well as the ability to exercise independent and good judgment and resourcefulness in customer interactions.
  • Proven leadership skills to monitor, coach, train and mentoring staff.
  • In-depth knowledge of product functionality, applicable systems, regulations and policies.
  • Excellent time management skills with the ability to manage cross-functional responsibilities.
  • Effective communicator, possessing excellent oral and written skills.
  • Ability to collaborate with lines of businesses to meet client expectations through data analytics and activity monitoring.
  • Possesses computer application proficiency.
  • Ability to define problems, collects data, establish facts and draw valid conclusions.
  • Ability to prioritize multiple projects and complete them on time.
  • Ability to remain composed and make appropriate decisions.         

EDUCATION

       Bachelor’s degree required

 

 WORK EXPERIENCE

       10 or more years in Corporate Treasury Management and supervisory environment

 

WORKING CONDITIONS

Work is performed in a normal office environment.  Noise levels are usually moderate.  Requires sitting and working on computer.  Requires some lifting (approximately 5 - 10 lbs.).  Travel to client locations if necessary

 

HAZARDS

The hazards are mainly those present in a normal office setting or those associated with driving an automobile.

 

This job description may not be all-inclusive.  Employees are expected to perform other duties as assigned and directed by management.  Job descriptions and duties may be modified when deemed appropriate by management

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law.
 


About Provident Bank

For more than 180 years, Provident Bank has served individuals, families, and businesses in our local communities with personal and business banking services.

Volunteering is a Way of Life

Our brand promise - “Commitment you can count on” - supports the investments we make in the community and donations made by our employees. It’s a promise also reflected in the volunteerism of our employees, who lend time and talent and countless hours to assist hundreds of organizations and thousands of people and animals each year.

Why do we love it?

  1. We get to volunteer in areas that are meaningful to the bank and impactful in the community.
     
  2. Through generous contributions, we have raised over $28,000 in 2018. No item or donation is too small; we find a home for it all.


Nearest Major Market: New Jersey