Treasury Management Client Support Specialist II

Treasury Management Client Support Specialist II

This position is responsible for providing high-quality Treasury Management (TM) service and operational support to business customers by performing accurate product setups and maintenance, delivering customer training and installations, troubleshooting issues, and supporting clients and internal partners via phone and email while adhering to bank policies, procedures, and regulatory requirements.

Major duties and responsibilities include:

• Perform Treasury Management product setups across multiple systems, coordinating with internal departments as needed to ensure accurate and timely implementation.
• Complete ongoing maintenance and updates to Treasury Management product setups.
• Review service requests for completeness, proper authorization, and potential risk indicators prior to processing.
• Ensure all setups, maintenance, and changes adhere to established internal controls.
• Provide customer support via phone and email and own issues through research, coordination, escalation, and follow-up communication.
• Deliver customer training and equipment installations through phone, virtual meetings, and written instructions to support effective use of Treasury Management products and services.

Additional duties include:

• Support Treasury Management products, services, and systems for external customers and internal partners.
• Adhere to established internal controls and escalate potential fraud or risk concerns.
• Ensure compliance with applicable guidelines, including ACH/NACHA rules.
• Maintain accurate customer documentation and record retention standards.
• Document customer interactions, issues, and resolutions in tracking systems.
• Troubleshoot ACH and Positive Pay file uploads and assist with complex support issues.
• Participate in testing of new Treasury Management products and system enhancements.
• Coordinate with third-party vendors to support product setups and maintenance.
• Complete required compliance training and adhere to company policies.
• Perform other duties as assigned.

Employee specifications:

• High school diploma or GED required. Associate's degree or some college coursework in business, finance, or a related field preferred.
• Minimum of two years of banking experience required. Minimum of two years of customer service experience required, specifically in a phone-based support role.
• Knowledge of financial institution policies and procedures preferred. Banking operations, commercial banking, payments, or Treasury Management experience preferred.
• Strong knowledge of Treasury Management products, including ACH, wires, Positive Pay, remote deposit capture, online banking platforms, and related workflows; familiarity with NACHA rules preferred.
• Strong analytical and problem-solving skills with the ability to troubleshoot complex Treasury product issues accurately and efficiently.
• Demonstrated accuracy, attention to detail, and timeliness in Treasury Management setups, maintenance, and ongoing support.
• Ability to manage multiple priorities, meet deadlines, and perform effectively in a fast-paced, high-volume, customer-focused environment.
• Strong interpersonal, written, and verbal communication skills with a high level of professionalism, sound judgment, and service orientation.
• High level of responsiveness to customer and internal partner inquiries while adhering to compliance, audit, and risk management standards.
• Strong organizational skills with the ability to maintain focus and productivity during frequent phone, email, and computer-based interactions.
• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook.
• Ability to work scheduled hours aligned with business banking support needs; occasional overtime may be required during system upgrades or critical projects.
• Demonstrated initiative, flexibility, and willingness to take on additional responsibilities as needed.