Treasury Management Services Support Specialist 2

Job Summary

The Treasury Management (TM) Support Specialist 2 will provide a high level of client support and maintain back-office support for all Treasury Management products and services, including operations process. The TM Support Specialist 2 will assist consumer and business clients with TM services including but not limited to Online Banking, Mobile Banking, Bill Pay, Remote Deposit Capture, ACH, and Positive Pay. The TM Support Specialist 2 helps with ongoing support of Treasury Management services via phone calls and/or email requests for new and existing clients.

Key Responsibilities

• Provide client support for all Treasury Management products and services including calls (e.g., internal, and external client calls), coordinating support with TM Fulfillment
• Knowledgeable on all Treasury Management products and services, including Treasury Management setup and back office/client facing system functionalities. Helps support internal TMS Support and Call Center employees.
• Help maintain new client relationships through various department administrative systems.
• Support TM Support Specialist 3 or TMS Management with new product implementation and training to TM Support.
• Work with TM Support Specialist 3 or TMS Management to help maintain quality control of internal and external calls by supporting the call queues.
• Back up other department responsibilities including projects and other duties assigned.
• Communicate issues with TM Support Specialist 3 or TMS Management about Online Banking vendors and provide additional support when necessary.
• Strong client service skills, communication skills, basic business writing skills, attention to detail and the ability to prioritize.
• Help support TM Sales Support Associate, during training on products and services, and helps review and develop clients facing marketing slicks, how-to guides, and videos.
• Support User Acceptance Testing (UAT) of Treasury Management products, services, and systems, including releases and enhancements.
• Document internal and external requests (CRM Events), including but not limited to: Requests received via centralized email inbox. Requests from clients from calls Service requests through Bank specified software.
• Support follow-up until resolution is completed.
• Develop the ability to assess troubleshoot and/or resolve technical issues with ACH, RDC and Wire transfers with little or no supervision.
• Strong interpersonal skills, the ability to take a lead role on projects and an aptitude for using technology to automate processes when beneficial.
• Learn how to review online activities via Patrol.
• Perform other duties/projects assigned by TMS Management.

Compliance Responsibilities

• Complies with all applicable state and federal banking laws, regulations, and internal policies related but not limited to lending, operations, and deposit requirements, including Bank Secrecy Act (BSA), Anti-Money Laundering (AML) requirements, Office of Foreign Assets Control (OFAC) regulations, Customer Identification Program (CIP) requirements, Financial Elder Abuse reporting laws, Sexual Harassment prevention policies, information security and privacy requirements.

Required Knowledge

• Regulation CC
• Regulation D
• Regulation DD
• Regulation E (EFT)
• Overview Bank Secrecy Act
• Privacy Act
• FFIEC
• FDIC Insurance
• Knowledge, Skills and Abilities
• Proficiency in MS Office; Word, Excel, PowerPoint
• Knowledgeable of Treasury Management products/services
• Highly motivated and self-driven who can think strategically, operate independently, and take accountability for the function.
• Able to motivate, influence and collaborate with others both internally and externally.
• Must have the ability to multi-task in a fast-paced environment and prioritize your focus on most impactful activities while meeting deadlines.
• Strong oral and written communication skills when interacting with internal and external clients.
• Strong analytical, critical thinking and problem-solving skills.
• Critical Thinking, Judgment & Problem-Solving Skills
• Ability to respectfully communicate with Management and Co-workers
• Exceptionally organized, efficient and detail oriented
• Excellent Customer Service Skills
• Excellent leadership and team building skills.
• Motivating/Coaching Skills

Equipment Operated

• Operates standard electronic computers and customary office equipment required to perform essential job functions.

Education and Experience

• High School Diploma
• Preferred candidate must have two to three (2-3) years of relevant Treasury Management experience, preferably in Treasury Management operation.

Compensation

• The listed range represents the full compensation range for this position. Placement within the range will be determined based on factors including skills, relevant experience, job-related qualifications, geographic location, and internal equity, in accordance with Bank compensation policies.
• Non-Exempt Hourly Rate: $24.50 - $37.50 per hour

Disclaimer

• This job description is intended to describe the general nature and level of work being performed and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Employees may be required to perform other duties as assigned, consistent with business needs and applicable law.