Treasury Solutions Support Specialist

This role is the front line for Renasant Bank’s Treasury Solutions, responding to client and banking-partner inquiries with timely, efficient support that creates legendary service experiences.

Responsibilities

• Serve as a passionate advocate for exceptional client experiences, driving retention and referenceability for all Treasury Solutions products.
• Capture and update client information in the core system or CRM to maintain accurate Know-Your-Customer profiles, relationships, preferences, and interactions.
• Document the problem-solving process, including decisions, actions, and resolutions, in the core system or CRM.
• Keep all relevant parties updated through the core system or CRM.
• Resolve client requests using system tools, research, navigation, or escalation to the appropriate resource.
• Provide timely follow-up on client requests.
• Escalate complex and technical questions or issues quickly, ensuring all relevant incident data is included.
• Demonstrate patience and empathy when handling difficult cases or clients.
• Gather and document client feedback for the Product and Sales teams.
• Engage in continuous self-evaluation and self-training.
• Stay current on Treasury Solutions products, services, industry trends, market conditions, regulatory changes, and competitor offers.
• Adhere to Renasant Bank’s Service Standards Policy and Core Values (RNSTX).
• Maintain good attendance, punctuality, and flexibility with work schedules, including possible nights and weekends.
• Follow regulatory guidelines for customer authentication and product disclosures.
• Maintain confidentiality and security of customer information per regulatory and company policies.
• Identify solutions tailored to clients’ current or future needs based on life events and risk tolerances.
• Perform other related duties as assigned.

Requirements

• High school diploma or equivalent; Bachelor’s degree preferred.
• At least three years of banking experience, with a minimum of one year in a client-facing role.
• Proven track record of understanding client needs and delivering exceptional service consistently.
• Excellent written and verbal communication skills, with the ability to articulate solutions to internal and external stakeholders.
• Strong customer service, analytical, and problem-solving skills.
• Demonstrated initiative and innovation in resolving issues effectively and efficiently.
• Proficiency with PCs and various systems/software, including Microsoft Office products.
• Ability to:
  • Work collaboratively as part of a team at all levels.
  • Multitask effectively and organize/prioritize tasks to achieve goals.
  • Perform the role with minimal supervision.
  • Seek opportunities for continuous improvement and achieve results despite challenges.
  • Understand and apply federal/state regulatory policies and procedures.

Physical Demands

• Frequently required to stand, sit, kneel, stoop, squat, use hands or fingers to handle objects/tools, reach with hands and arms, and talk or hear.
• Occasionally required to walk and lift/move up to 25 pounds.
• Specific vision abilities required include close vision, peripheral vision, depth perception, and the ability to focus.

Work Environment

• Professional setting requiring strong verbal and written communication skills, as well as interpersonal skills for collaboration with internal and external stakeholders.
• Exposure to confidential and proprietary information; strict confidentiality must be maintained.
• Potential exposure to high-risk situations (e.g., robbery) necessitates adherence to detailed safety procedures to protect employees, customers, and assets.