Treasury Management Client Support

Treasury Management Client Support Specialist

The Treasury Management Client Support Specialist (TMCSS) representative will assist treasury management clients, both internal and external, with all support-related assistance, which includes all products and services offered by Treasury Management. Primary phone support for TM Clients.

This role requires a thorough knowledge of treasury management products, good listening skills to be able to understand and troubleshoot service issues; good working knowledge of various computer systems to research issues; an ability to work in a fast-paced environment and to effectively multi-task between telephone and computer. The TMCSS is expected to project a professional company image through phone interaction, online banking and emails, in addition to share knowledge with co-workers. This role reports to Treasury Management Implementation and Operations Manager.

Major Duties and Responsibilities:

• Assist treasury management clients with any service-related issues on Treasury Management products and services
• Act as quality control/operations for TM online/service set ups completed by the implementation coordinator; Review applications/setups for complete and accurate information prior to the client's first login
• Assist clients with hardware/software issues; Work as a liaison between online users and Vendors to trouble shoot problems
• Assist clients with product originated ACH inquiries and maintenance; Facilitate the process to gain officer approval for temporary increases and setting up new ACH companies
• Assist customers with product originated Wire inquiries and maintenance; Facilitate the process to gain officer approval for temporary increases
• Review and Complete CRM events internal clients related to Treasury Management setups; To include, adding and deleting users, changes to contact information and document Fraud situations
• Assist positive pay clients with any issues related to service
• Conduct outbound calls to existing clients as needed for identified training issues or assistance
• Review and Maintain/File Credit Card Reports and other Reports
• Assist with daily/monthly/annual audits
• Serve as liaison between clients and the bank
• Assist commercial officers with treasury management product inquiries
• Assist with writing and training Treasury Management procedures; Identify and Recommend process improvements
• Be a Subject Matter Expert (SME) for all TM products to assist clients
• Perform other duties or projects as assigned

Card Services Support Back-up Duties

• Performs requested file maintenance to credit card/payables products and is Responsible for the timely and accurate processing of card/payables account/profile maintenance.
• Daily management of the Commercial and Small Business implementation workflow, Responses to follow ups on status as needed, within the required Service Level Agreements.
• Act as a resource and respond to and resolve their various questions, inquiries, and issues, within the required Service Level Agreements.
• Act as technical and process subject matter expert in set up, maintenance and updates for all role related solutions
• Responds to internal partners and customer inquiries as needed providing high quality client support that are submitted via all communication channels -- phone, email and/or system software

Additional Responsibilities:

• Attend and Participate in staff meetings.
• Contribute to overall goals of treasury management and Bank
• Ensure that all bank policies and procedures are followed, comply with all applicable laws and regulations, and have a strong working knowledge of procedures
• Prepare and participate in disaster recovery as necessary

Role Qualifications:

• High School diploma or equivalent required. Bachelor's degree preferred.
• Broad knowledge of banking industry.
• 3+ years of customer service and support in a banking environment.
• Banking experience (at least 3 years or more in bank experience including demonstrated knowledge of TM products and services.)
• Familiar with bank regulations and compliance requirements (AML, CFT, ACH, etc)
• Strong working knowledge of Microsoft Suite of products including Excel, Word, PowerPoint, Forms
• Ability to converse intelligently and clearly both verbally and written with clients (internally and externally; Ability to listen and understand requests and inquiries (written and verbal)
• Ability to maintain the highly confidential nature of client and bank information and records
• Ability to work independently with minimum supervision
• Ability to deal with stressful situations, remain calm and act in the Bank's best interest
• Maintain a good working knowledge of the various computer systems used and updates; Maintain a clear understanding of various computer functions and how they affect the end user
• Ability to work within deadlines to resolve high impact issues
• Ability to speak Spanish is a plus

This job description in no way implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by the supervisor. All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

Century Bank is an Equal Employment Opportunity/Affirmative Action employer and does not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.