Treasury Management Client Support Specialist II

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide procedural and technical support via telephone, email, and through virtual communication to clients on all TM products and services.
• Troubleshoot all issues and escalate to TM Operations and Management if necessary.
• Possess a strong understanding and technical knowledge of TM products, services, pricing and billing, systems, data transmissions, file formats, and protocols used for the delivery and support of TM products and services.
• Expedite service requests timely and efficiently following all bank policies and procedures.
• Identify additional product needs and partner with Treasury Sales Officers, Implementation, & TM Operations.
• Complete understanding of required TM Agreements and forms, authority levels, & Policy & Procedures.
• May perform various TM daily operational support functions as necessary such as clearing on-line banking self-enrollment exceptions, clearing Anomaly Alerts, verifying next day funding file amounts for Merchant Services, and additional tasks as assigned.
• May participate in various committees, projects, system upgrades including testing, and on future bank acquisitions.
• Adhere to Seacoast Bank’s Code of Conduct.

EDUCATION AND/OR EXPERIENCE

• Bachelor’s degree or equivalent work experience with minimum 3 years in banking and customer service.
• Minimum 3 years in TM Sales Support and/or Customer Care role.
• Fluent in both English and Spanish.
• Requires excellent customer service telephone skills, patience, and ability to diffuse tense and upset clients.
• Able to develop rapport and communicate effectively with clients both verbally and in writing.
• Full understanding of all TM products and services, including how and why businesses utilize them.
• Capable of dealing with complex business banking needs.
• Proficient in bank operations and regulations.
• Possess ability to work independently and understand when supervisory approval is required in unusual or sensitive situations.

SKILLS

• Excellent customer service telephone skills.
• Patience.
• Ability to diffuse tense and upset clients.
• Effective communication skills.
• Strong understanding of TM products and services.
• Ability to work independently and understand when supervisory approval is required.