Treasury Client Service Specialist

CCC Treasury Client Services Specialist

At OceanFirst Bank, each one of our employees plays an important role in delivering value to our customers and executing daily tasks in accordance with our core values. We recognize that our employees are essential to our success, making OceanFirst a great place to work and do business. Great benefits include: on-site fitness facility at Red Bank and Toms River headquarter offices, employee perks & discount programs, tuition assistance, incentive compensation program, professional development opportunities, and more! Apply today to #BecomeOceanFirst and make an impact in the local community!

About the Role

The CCC Treasury Client Services Specialist is responsible for providing Treasury Management service and support to Commercial and Government Banking clients. This position is expected to communicate in a positive manner with all staff (employees and management) and share ideas that may benefit the workplace.

What You Will Do

1. Provide ongoing support for Commercial and Government Banking customers', Treasury Management products and services. Supports customers with the explanation of product and services features, functionality, browser compatibility, troubleshooting, and password resets.

2. Responds to all customer incoming calls, voicemails, and emails within department service level standards.

3. Delivers excellent customer experience for internal and external Bank customers. Conduct is always respectful and professional.

4. Takes ownership of customer issues and works with the customer to identify an appropriate resolution. Effectively handles issues and complaints by making appropriate decisions using bank policy and procedures and escalates to management when appropriate.

5. Follows Bank policy, procedures, protocols, and guidelines.

6. Tracks customer interactions through the Salesforce CRM platform.

7. Escalates onboarding and operational requests for new and existing customers to the appropriate TM Channels.

8. Handle all maintenance required for accounts within the Virtual Branches, including but not limited to account maintenance, fee refunds, research and closing accounts.

9. Review, monitor, and contact customers on suspicious activity by managing daily alerts through Secure Payments i.e., OFAC Watch List hits, wire verifications, ach verifications and high dollar payments.

10. Effectively navigate and explain customer's TM charges assessed by Weiland Account Analysis.

11. Complete daily, weekly, and monthly reporting as outlined in the Treasury Client Services Procedures with accuracy and efficiency.

12. Participate in projects for conversions, acquisitions, new services and clean up as requested by management.

13. Address technical issues, system set ups, changes, and enhancements related to Treasury Client Services, i.e., reviewing customer computer settings and browser troubleshooting.

14. Make recommendations for new processes and efficiencies that can improve or enhance the customer or department experience.

What We Expect of You

* Excellent interpersonal, written and oral communication skills.

* Excellent problem-solving skills.

* Ability to balance competing priorities.

* Ability to take initiative and work with minimal direction or supervision.

* Proficient in MS Office Suite. Excellent Internet research skills required.

* High degree of computer literacy (including Internet, PC and E-mail technology) and ability to communicate to customers with technical proficiency.

* Ability to navigate several computer applications at one time while maintaining a conversation with the customer.

* Detail oriented with solid analytical skills.

* Strong organizational skills and ability to complete assignments within deadlines.

Your Qualifications

* High school diploma or equivalent required; AS or BS Degree strongly preferred in Finance or Accounting.

* Minimum of 1 year of related bank operations experience.

* Minimum of 1-3 years of customer service experience from a professional environment that required direct contact with the customer.

* Experience preferred working with:

• CCaas Solutions (Nice, Five9, Talkdesk, Genesys, etc.)
• Cloud-based CRM (Salesforce, MS Dynamics, etc.)

Internal and External Contacts

* Initiates and receives frequent external contacts from customers.

* Frequent contact with all levels of organization and branch personnel.

* Customer contact regarding Treasury Management products and services.

Working Conditions/Physical Requirements

Office environment. Ability to operate computer. Ability to communicate in order to exchange simple to complex information with individuals and groups. Ability to travel throughout Bank footprint.