Lead Treasury Management Small Business Support - Woodbridge (Hybrid)

Position Summary

Provident Bank is seeking a Lead Treasury Management Small Business Support professional to supervise and support a team of Treasury Management Customer Support Specialists serving our small business clients. This role plays a critical part in ensuring high-quality service delivery, strong risk controls, and an exceptional customer experience across treasury management products and digital banking services.

Key Responsibilities

Team Leadership & Daily Operations

- Supervise and support Treasury Management Customer Support Specialists serving small business clients - Monitor calls, emails, and service requests to ensure service standards and SLAs are met - Provide coaching, performance feedback, and ongoing development to team members - Serve as the escalation point for complex customer issues, concerns, and complaints - Lead onboarding and training for new associates; develop training materials and job aids

Customer Service & Treasury Product Support

- Support treasury management products and services, including digital banking, ACH, wires, Positive Pay, Remote Deposit Capture, Bill Pay, and fraud claims - Assist customers and internal partners with troubleshooting and user administration - Partner with Digital Operations and third-party vendors to resolve customer issues - Ensure adherence to authentication procedures and fraud prevention protocols

Policy, Procedure & Quality Management

- Conduct real-time quality monitoring and coaching to ensure accuracy, professionalism, and policy adherence - Develop and maintain standard operating procedures (SOPs aligned with bank policy, risk, and regulatory guidance)

Cross-Functional Collaboration & Process Improvement

- Represent the team in cross-functional initiatives and continuous improvement efforts - Partner with Treasury Sales, Relationship Managers, Operations, Fraud, and Product teams - Support implementation of process and operational enhancements

Minimum Qualifications

- High School Diploma or GED required. Associate or bachelor’s degree preferred - 5+ years of experience, with prior supervisory or team-lead responsibilities preferred - Experience with Treasury Management products and/or call center leadership strongly preferred - Strong knowledge of Treasury Management products and digital banking platforms - Demonstrated leadership, coaching, and team development skills - Strong written and verbal communication skills - Proven ability to manage processes, solve problems, and operate in a risk-controlled environment - Customer-focused mindset with a commitment to service excellence

Working Conditions

- Office-based environment with prolonged sitting - Hybrid work schedule with in-office presence 2–3 days per week - Occasional lifting (5–10 lbs.) and light physical activity - Moderate noise level - May require travel to Provident offices, branches, or customer locations

Pay Details

$31.18 - $38.97/hourly This role is incentive eligible based upon company, business, and/or individual goal achievement and performance.