Treasury Member Care Specialist

About the Role

TowneBank is a relationship and friendship-driven local bank focused on basic human values that create a warm sense of belonging and financial well-being among our family of members. We are seeking a Treasury Member Care Specialist II to provide advanced support for Treasury Management products, including ACH Origination, Wire Transfers, Account Analysis, Corporate Online Banking, Positive Pay, Remote Deposit Capture (RDC), and other Cash Management products. This role is critical to the continued success of the Treasury Team and TowneBank members, offering in-depth technical and research-related assistance for financial transactions.

Responsibilities

• Assist members with advanced issues concerning Bill Pay, ACH Origination & Receiving, Wire Transfers, Positive Pay files, Remote Deposit Capture (RDC), and other Treasury/Cash Management services.
• Troubleshoot NACHA ACH files, set up tokens, make exception decisions, and diagnose/resolve RDC errors.
• Provide additional training to members and internal teammates on technical service issues; create and test procedures to guide the team.
• Support members in resolving connectivity issues between Online Banking and External Reconciliation Platforms (ERPs) like QuickBooks and Quicken, including report generation and transaction exports.
• Fulfill maintenance and support requests through the case/ticketing system, such as updating agreements, enabling services, and adjusting service limits.
• Conduct secondary reviews of maintenance updates completed by other Member Care Specialists and Implementation Specialists.
• Provide general support to business members via inbound calls and the case/ticketing system.
• Assist the Treasury Services Implementation team as needed.
• Stay updated on system enhancements/releases, monitor issues, suggest changes, and assist in documenting updated processes.
• Escalate issues to Team Leads and/or Managers; collaborate with vendors for system issues.
• Adhere to federal laws, rules, and regulations, including Anti-Money Laundering (AML) and the Bank Secrecy Act (BSA).

Requirements

• At least 2 years of banking experience with knowledge of Treasury/Cash Management products, services, and software (e.g., Online Banking, ACH, Wire Origination, Positive Pay, Bill Payment, RDC, ERPs, Cash Management/Sweeps).
• 2-3 years of experience in Call Centers/Customer Service, preferably in financial services.
• Excellent verbal and written communication skills; ability to communicate professionally and tactfully.
• Strong troubleshooting skills, particularly via phone conversations.
• Intermediate proficiency with Microsoft Office Suite.
• Technical aptitude to learn, troubleshoot, and navigate multiple platforms, including software installations and Treasury product software.
• Strong time management, problem-solving, and organizational skills.
• Detail-oriented with the ability to multi-task and prioritize.
• Ability to adapt to new systems, applications, and workflow changes.
• Works well independently and in team environments with good interpersonal skills.

Qualifications

• Desired: 3+ years of banking experience with growing responsibilities in Treasury/Cash Management.
• Desired: 4+ years of Call Center/Customer Service experience, preferably in financial services.
• Desired: Experience with FIS Platforms.

Physical Requirements

• Communicate verbally and via email.
• Exert up to 10 pounds of force occasionally; sit most of the time.
• Close visual acuity for data analysis, computer use, reading, and documentation.
• Not substantially exposed to adverse environmental conditions.

Pay

The good-faith compensation range for this role is $53,000–65,000, based on the role, market, internal equity, and candidate qualifications.