Senior Treasury Management Client Support Specialist
There are 3 openings for this role.
POSITION SUMMARY
The role of this position is to support the Treasury Management clients via phone and email requests. Has Treasury Management service and sales experience and is knowledgeable on products and services. Has the ability knowledge and ability to handle complex client issues and working with our partner vendors. Work directly with department team members, department Lead and department manager to ensure SLAs are met.
MAJOR JOB RESPONSIBILITIES
• Primarily responsible for handling phone inquiries in a client support environment in conjunction with monitoring the queues and logging call activities.
• Monitoring incoming inquiries from clients and branches via assigned group mailboxes in support of all Treasury Management Clients.
• Assist with training of new employees on all Treasury Management products that will allow them to handle the incoming phone calls and emails and support department staff.
• Resolves Treasury Management issues internally as well as working with Digital Operations and third-party vendors to resolve customer issues relating to products/services.
• Assist the Lead on the escalation point for customer issues, concerns and complaints.
• Work closely with department staff to ensure customer focus and experience is top level.
• Responsible for quality assurance and review of department work. Ensure accuracy of amendments, set up forms, maintenance requests, deletion of service, and adjustments are completed.
• Handles more complex customer experience and technical issues
• Knowledge and specialist on ACH origination, Check/ACH Positive Pay and RDC.
• Assist in preparing and monitoring reports for the department. Documentation of SLAs and Treasury Management Products and Services handled with customer focus.
• Responsible for reporting details for D1B, RDC, ACH, Wires, and Positive Pay.
• Recommends and assist with process changes to improve efficiencies and enhance customer service experiences.
• Will work closely with department manager and assist on projects that are assigned.
Required Skills
• Effective communicator; detail-oriented; comfortable in dealing with both outside customers and external contacts as well as internal departments on a very active basis
• Ability to work in a fast-paced environment
• Ability to train and supervise personnel.
• Knowledge of applicable banking and privacy laws and regulations and policies.
• Possess excellent oral and written communications skills.
• Ability to prioritize multiple responsibilities and complete them on time.
• Ability to work in a team environment to instruct peers and assume a leadership role.
• Computer literacy with PC and windows programs.
• Ability to perform detailed mathematic operations with the use of a calculator.
• Ability to work a flexible schedule to accommodate support hours at the helpdesk.
• Ability to define problems, collects data, establish facts and draw valid conclusions.
• Ability to interpret a variety of instruction, communicate them to others and establish controls to monitor and evaluate the application of these instructions.
• Ability to shift attention quickly and accurately from one matter to another.
SUPERVISORY RESPONSIBILITIES
No
EDUCATION
High School Diploma or GED required.
WORK EXPERIENCE
5 or more years preferred. Knowledge of Treasury Management products and services
WORKING CONDITIONS
Work is performed in a normal office environment. Noise levels are usually moderate.
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.
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