TM Client Support Specialist II

Essential Job Responsibilities

• Handles incoming service calls from Treasury Management clients, or potential Treasury Management clients, having questions regarding their current accounts and/or services.
• Completes client follow up resulting from inbound calls such as account maintenance, research, and follow up on information requests.
• Makes outbound non-sales calls to support various Treasury Management initiatives.
• Implements Treasury Management Products, input pricing and customer training.

Onboarding and Maintenance

• Onboards and maintains Treasury Management products and services, including: Business Online Banking TM Online ACH Origination Wires Positive Pay Lockbox Cash Vault Remote Deposit Capture BAI EDI Sweeps CDARS
• Conducts client training for Treasury Management products and services
• Aids in the development, implementation, maintenance and enforcement of procedures

Account Analysis Pricing

• Implements Account Analysis pricing as instructed by TMO and/or TM Service Specialist (TMSS)

Client Support

• Troubleshoots password resets and existing deposit and loan account inquiries
• Handles incoming service calls from Treasury Management clients including but not limited to: TM Platform access issues and inquiries Troubleshooting Password Resets Existing deposit and loan account inquiries Account inquiries
• Completes client follow-up resulting from inbound calls (i.e. account maintenance requests, records research, appropriate mailings, outbound calls to other departments, and calls back to clients.)
• Makes outbound client service and support calls.
• Works with Treasury Management vendors to troubleshoot issues

Trade Execution

• Executes trades for Mutual Fund Sweep product

File Format Validation

• Tests and validates file formats and layouts to ensure system compatibility

User Acceptance Testing

• Initiates and actively participates in client conversations to identify and appropriately address client needs.
• Sends follow-up to Treasury Management Sales after identifying additional customer needs through interaction.